Guidelines for Impact Monitoring & Assessment in Microfinance ...

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MONITORING & ASSESSMENT IN MICROFINANCE PROGRAMMES TOOL 6 ROUNDTABLE: CLIENT SATISFACTION TYPE Client observations Qualitative, semi-structured interviews DESCRIPTION Checklist of guiding questions about client satisfaction: how clients value the programme in terms of appropriateness (satisfaction of their needs), and if/how it serves to build up human and institutional capital Part 1: A checklist of guiding questions for programme staff based on results from programme reports on performance indicators and on client observations by field staff; the questions should be answered before entering into discussion with client focus groups Part 2: Checklist of questions for in-depth interviews with client groups PURPOSE Stakeholders (key persons from different client groups, programme staff and others) exchange opinions and experiences about the types and directions of impact and develop constructive conclusions and recommendations to improve programme intervention (services provided, types of products, institutional structure). A plan of action should then be developed on the basis of the information obtained. IM TEAM Moderator, facilitator, note taker Programme staff, fieldworker TIME REQUIRED 30 to 60 minutes for each part DATA ANALYSIS Interactive roundtable summary matrix Part 3: Exchange of information between participants (programme staff and client groups) using the principles of a roundtable SOURCE Schaefer (2000) 130
IMPLEMENTATION STEPS TOOL 6: Roundtable: Client Satisfaction (Part 1): Checklist of Questions for Programme Staff/page 1 Project staff should answer each question before starting focus group interviews with representatives of client groups. Results from programme records as well as observations from field project staff should serve as the information base. CLIENT SATISFACTION - PART 1 Checklist of questions (programme staff) Who are the clients? (targeting screens, nature of products and services, participation requirements, evolution continuum) How are clients treated? (provision of reliable services at reasonable prices, mutual accountability and trust) What are the incentives and sanction mechanisms of membership? (contractual relationships, upgrading of clients) What are the selection criteria/mechanisms to become a member of a group? (selfscreening, risk of exclusion of people) What are the characteristics of the client groups? (set of attributes: socio-economic aspects, gender, size, etc.) 131
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Birgit Schäfer IMPACT MONITORING &
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IMPACT MONITORING & ASSESSMENT IN M
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Table of Contents IMPACT MONITORING
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Abbreviations IMPACT MONITORING & A
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Part 1: Introduction SCOPE by Rolan
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These Guidelines 5 : INTRODUCTION
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STEP 4: Selection and adaptation of
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UNDERSTANDING IMPACT AND IMPACT MEA
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INTRODUCTION Impact involves econom
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INTRODUCTION similar, surrounding.
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Table 1: The Programme Outcome Mode
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INTRODUCTION Graphic 2: Benchmarks
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INTRODUCTION The new office is sche
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Mediating Variables INTRODUCTION Fa
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INTRODUCTION conduct IM and IA. The
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INTRODUCTION enough flexibility to
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INTRODUCTION Quantitative impact mo
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And merge the findings of the two a
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CHARACTER- ISTICS INTRODUCTION QUAN
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INTRODUCTION analyse this data to d
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INTRODUCTION political dexterity an
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INTRODUCTION and evaluation systems
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INTRODUCTION Let us conclude with t
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Part 2: Implementation Steps 2.1 IN
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IMPLEMENTATION STEPS • Survey res
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OBJECTIVES ACTIVITIES RESPONSIBILIT
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QUESTIONS • How long has the prog
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Clientele: • duration of membersh
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IMPLEMENTATION STEPS MFI can calcul
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The Natural Environment IMPLEMENTAT
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ANALYSIS OF THE HOUSEHOLD LEVEL IMP
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Graphic 6: Household Socio-Economic
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Graphic 7: Vulnerability of Livelih
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OBJECTIVES ACTIVITIES RESPONSIBILIT
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IMPLEMENTATION STEPS ries of mutual
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IMPLEMENTATION STEPS Core Impact Hy
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Core Impact Hypotheses at the Enter
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IMPLEMENTATION STEPS Possible Negat
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IDENTIFICATION OF IMPACT INDICATORS
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Page 81 and 82: Quality Criteria (II) IMPLEMENTATIO
Page 83 and 84: IMPLEMENTATION STEPS • Ordinal me
Page 85 and 86: CORE INDICATORS AT THE FAMILY/HOUSE
Page 87 and 88: IMPLEMENTATION STEPS CORE INDICATOR
Page 89 and 90: CORE INDICATORS AT COMMUNITY LEVEL
Page 91 and 92: APPLICATION OF SURVEY TOOLS IMPLEME
Page 93 and 94: IMPACT SURVEY IMPLEMENTATION STEPS
Page 95 and 96: IMPACT SURVEY IMPLEMENTATION STEPS
Page 97 and 98: IMPLEMENTATION STEPS TOOL 1: Impact
Page 99 and 100: 12. Invested (major) in enterprise
Page 103 and 104: IMPLEMENTATION STEPS 51. Farm inven
Page 107 and 108: 10 = Cash for emergencies 11 = Pock
Page 109 and 110: TOOL 2 CLIENT MONITORING SYSTEM IMP
Page 111 and 112: BALANCE SHEET IMPLEMENTATION STEPS
Page 113 and 114: Number of loan: ________________ DE
Page 115 and 116: Household Income ($) Household Expe
Page 117 and 118: TOOL 3 CLIENT EXIT INTERVIEW TYPE Q
Page 119 and 120: IMPLEMENTATION STEPS TOOL 3: Client
Page 121 and 122: IMPLEMENTATION STEPS TOOL 3: Client
Page 123 and 124: IMPLEMENTATION STEPS TOOL 4: CASE S
Page 125 and 126: IMPLEMENTATION STEPS TOOL 4: CASE S
Page 127 and 128: IMPLEMENTATION STEPS TOOL 5: Case S
Page 129: IMPLEMENTATION STEPS TOOL 5: Case S
Page 133 and 134: IMPLEMENTATION STEPS TOOL 6: Roundt
Page 135 and 136: IMPLEMENTATION STEPS TOOL 6: Roundt
Page 137 and 138: OBJECTIVES STEP 5: DATA ANALYSIS IM
Page 139 and 140: • data collected • respondent o
Page 141 and 142: Open-code Responses IMPLEMENTATION
Page 143 and 144: Descriptive Analysis IMPLEMENTATION
Page 145 and 146: IMPLEMENTATION STEPS is to list all
Page 147 and 148: IMPLEMENTATION STEPS CEL. The probl
Page 149 and 150: Inferential Analysis IMPLEMENTATION
Page 151 and 152: IMPLEMENTATION STEPS Example 5: Is
Page 153 and 154: IMPLEMENTATION STEPS Example 7: Dis
Page 155 and 156: IMPLEMENTATION STEPS Example 1: Cli
Page 157 and 158: IMPLEMENTATION STEPS The next sever
Page 159 and 160: Village: Date: Note taker: Facilita
Page 161 and 162: Village: Date: Note taker: Facilita
Page 163 and 164: ANNEX 1: SOURCES AND FURTHER READIN
Page 165 and 166: ANNEX 1 - SOURCES AND FURTHER READI
Page 171 and 172: ANNEX 2 - RAPID APPRAISAL METHODS:
Page 173 and 174: ANNEX 3: INTERVIEW GUIDE 61 BASIC G
Page 175 and 176: ANNEX 4: SAMPLING METHODS 62 ANNEX
Page 177 and 178: Purposive Sampling ANNEX 4 - SAMPLI
Page 179 and 180: ANNEX 4 - SAMPLING METHODS ball sam
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ANNEX 4 - SAMPLING METHODS start wi
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