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QAT Diagnosing Social Performance Management
Systems through a Quality Audit
Workshop panelists Ana Dragic (AgroInvest) and
Aldo Moauro (Microfinanza) Facilitator Agata
Szostek, MFC
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Background

• NGO involvement in microfinance as a business
• Numbers, growth focus on management and
  financial issues, measurement and capacity
  building
• Initial focus on social aspects missing?
  assumed? mission drift

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Background

• Social aspects more complex to define and to
  measure (failure of expensive impractical
  impact studies)
• Refocus on social aspect through measuring social
  performance results
• Recent initiatives to restore the focus,
  develop a framework and tools to manage and
  assess social performance
• Imp-Act Consortium, MFC, Social Raters, MIX,
  CERISE, etc.

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Background

• We need more transparency in the MF industry
  about who we are serving and what is happening in
  the lives of our clients.
• We need to improve our programs so that we can
  achieve the social goals we set out in our
  mission statements.

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Is it really something for you?

• Are you clear in terms of numbers, dates,
  measures about your social performance
  objectives?
• Does your board discuss the social part of the
  mission at each meeting?
• In your MFI, are incentives and other systems
  linked to your mission (particularly social
  performance objectives)?

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Is it really something for you?

• Does your staff and management (from the cleaning
  lady tothe president) understand your MFIs
  social values and objectives in the same way and
  puts them into life every day?
• What would you flag in your organization to a
  social investor/BBC reporter/governor/local
  community council to strengthen your social
  sustainability image?
• How high are your chances that you are already
  drifting away from your mission?
• How do you differentiate yourself? Today
  tomorrow?

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Social Audit Section 1 15 min

• Form a group (of 2-3) with at least one
  practitioner organization
• Take the case of a practitioner organization and
  Answer questions in Section 1 of Social Audit
  tool
• Discuss WHY when you answer YES or NO
• Count how many answers are Yes, and how many are
  No.

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Audit Yourself to Get Back on Track

• Quick and dirty tool to diagnose your current
  situation
• Identifies weaknesses and prioritizes them
• Identifies strengths to build on
• Involves your staff and stakeholders to get you
  all on board and act as a team for the good of
  your organization and its clients

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How and What for?

• The process of a gap analysis, mix of individual
  interviews, preliminary analysis and debate of
  key stakeholders produces realistic and effective
  recommendations for next steps
• Agroinvest did it in 3 days as a self assessment
  tool
• Created buy-in, teamwork and leadership at all
  levels, prompted real action and introduced
  changes

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Social rating
Social Rating

• Assessment of the MFIs capacity to put its
  mission into practice and to achieve
  developmental goals

External and Independent Quantitative and
qualitative Comparable Objective
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Why processes are important?

• SR evaluates not only results, but processes and
  systems in place to achieve those results
  (mission fulfilment)
• Social performance (SP) results are not
  accidental? SP implies deliberated management
• System and process design can be improved to
  obtain the intended results

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Raters audit
Translate the social mission into practice
2.Outreach
1.Social performance management process
Change
Impact
Mission and objectives Systems
Results
4. Social responsibility towards staff,
clients, community, environment
3. Services
Impact monitoring/ assessment
Social rating both process audit and assessment
of results
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Process
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Process
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Results
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Results
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Results
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Use social audit to

• improve your strategic planning and management
• better identify and direct improvement programs
• strengthen internal communication and mobilize
  your staff for changes (including yourself)
• build strategic position and relationships with
  key stakeholders (social investors, donors,
  government, partner, etc)
• prepare for social rating
• start todayfor better future results