PRO MUJER

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PRO MUJER

• CLIENT ASSESSMENT
• Is it worth it?

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CONTENT

• Institutional Profile
• Assessment Culture
• Listening to Clients
• Costs and Benefits
• Challenge for Pro Mujer

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PRO MUJER

• 1. Institutional Profile

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• Vision
• Women play a key role in a nations development
• Mission
• Support women who live under socioeconomic
  exclusion conditions through the provision of
  integral participatory services, to help them
  attain sustainability at the personal, family and
  community level.

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Target Population

• Women in peri-urban sectors, who have few income
  generation opportunities, low educational levels,
  come from rural areas, and are subjected to
  continuous discrimination processes.

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PRO MUJER

• 2. Assessment culture

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• Assessments to
• Measure the relevance, effectiveness and clients
  satisfaction with our services with the aim of
  attaining our objectives and mission
• Base our actions on the results
• INSTITUTIONAL ASSESSMENT
• IMPACT CLIENT ASSESSMENT

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Impact Assessments

• Since 1998 we have assessed our service
• Three impact studies
• - 2001 Internal Assessment - Bolivia
• - 2002 External Assessment (FINRUAL) Bolivia
• - 2001/2003 Internal Longitudinal Assessment -
  Peru
• With the impact studies we were able to
  understand our clients
• perception of the value of our services in their
  lives and identified good client satisfaction
  indicators
• LISTENING TO OUR CLIENTS strategy is launched

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Implementation of some changes made in Bolivia
based on information obtained

• Individual credit
• Reduction of meetings length
• Additional credit
• Flexibility of credit conditions

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Positive performance results
followed Increased s of Clients
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Increased gross portfolio
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Client Satisfaction Assessment

• 2002 Bolivia Peru under the SEEP PLP Client
  Assessment grant begin to develop a client
  satisfaction system with a monitoring component
  of impact indicators based on learning from
  previous studies

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Importance of increased focus on the client

• CLIENT SATISFACTION ASSESSMENT

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PRO MUJER

• 3. The need to listen to our clients

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Why is it necessary to listen to our clients?

• Market competitiveness
• Clients are more familiar and selective with
  respect to the services offered in the market
• Old clients with new needs
• New clients with different expectations
• Target population (current and potential) selects
  the IMF that best meets its needs
• Need to develop differential products according
  to the type of target population

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WHY
WHAT FOR
HOW
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Why listen to our clients?

• The information obtained must be used
• To implement changes in our operations, policies
  and strategies
• To improve our products and services
• To develop new products
• Taking into account that it is not possible to
  meet all the clients needs and demands

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Clients Needs vs. Institutional Interests

• Example Internal Account
• Client Pro Mujer
• WINS LOSES in Bolivia
• LOSES WINS in Peru

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Clients Needs vs. Institutional Interests

• Example Dollarization of Credit
• Client Pro Mujer
• WINS LOSES in Peru
• LOSES WINS in Bolivia

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Clients Needs vs. Institutional Interests

• Client Pro Mujer
• WINS WINS
• Examples
• Individual credit Alliance with FIE - Bolivia
• Rebate part of commission with perfect payment -
  Peru

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Information Management

• Repeat information to clients to
• Confirm what we heard from them
• Expose and discuss limitations
• Reach consensus and agreements

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What we intend to achieve
Institutional Self- Sustainability
Clients Self- Sustainability
Cost recovery

• Increased income
• Improved living conditions
• Basic needs are met
• Improved capabilities

Social profitability
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How to listen to our clients?

• External Assessments vs. Internal Assessments
• Formal Methodologies vs. Less Formal
  Methodologies
• Impact vs. client satisfaction monitoring

External assessments
Internal assessments
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Information

• More significant samples
• External Specialized staff More Accurate
• Assessment Less room for error
• Less significant samples
• Internal Pro Mujers staff Less Accurate
• Assessment More room for error

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Costs

• External
• Assessment Very costly
• External funds
• Internal Less costly
• Assessment Funded via regular
  operations

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Time

• External Assessment
• Application and analysis takes longer
• Internal Assessment
• Application and analysis requires less time

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Results are used immediately Inform changes
CONTINUOUS and Participatory PROCESS
(-)
()
(-)
()
(-)
()
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PRO MUJER

• 4. Costs and Benefits

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Costs

• Increased work burden for staff involved
• Possible diversion from other responsibilities

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Benefits

• Increased client satisfaction and loyalty
  client retention
• Staffs commitment to the program and
  implementation of services by listening to
  clients and enhancing their level of satisfaction
• Improved work environment and client staff
  relationships
• Enhanced program efficiency and staff performance

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Challenge for Pro Mujer

• The challenge is the institutionalization of a
  process that continuously ensures client
  satisfaction, whose costs are set off by its
  benefits
• Develop a continuous and active client listening
  process
• COST EFFICIENT

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Cost/Benefit Example from PeruCost Estimate
1,889
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Cost/Benefit Example from PeruBenefit Estimate
??
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Actions to reduce costs increase efficiency

• Meeting to review cost/benefit and identify
  problems
• Strengths weakness analysis of process
• Refine objectives
• Reduce of questions based on value
• Adjust process to raise broad issues, use more
  refined tools to probe
• Reduce frequency of collection

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PRO MUJER

• Thank you!