the microbanking bulletin - Microfinance Information Exchange

CONTENTSFrom the Editor ............................................................................................................................................................ 1FEATURE ARTICLESDesigning Financial Incentives to Increase Loan Officer Productivity: Handle With Care! ...................................... 5Martin HoltmannWe Aren’t Selling Vacuum Cleaners: PRODEM’s Experiences with Staff Incentives............................................ 11Eduardo BazoberryDropouts and Graduates: Lessons from Bangladesh .............................................................................................. 14Graham A.N. WrightExodus: Why Customers Leave................................................................................................................................ 17Kim WilsonCultivating Client Loyalty: Exit Interviews from Africa and Asia............................................................................... 20Inez MurrayTALKING ABOUT PERFORMANCE RATIOSMeasuring Client Retention ....................................................................................................................................... 25Rich RosenbergCOMMENTARY AND REVIEWSBook Review: Brand and Gerschick’s Maximizing Efficiency, by Robin Young ..................................................... 27Book Review: Campion’s Improving Internal Control, by Luis Schunk ................................................................... 29BULLETIN CASE STUDYBosnian MFIs: Performance and Productivity .......................................................................................................... 31Isabelle BarrèsBULLETIN HIGHLIGHTS AND TABLESBulletin Highlights: Productivity Drivers and Trends ................................................................................................ 35Geetha NagarajanAn Introduction to the Peer Groups and Tables ....................................................................................................... 40Index of Ratios and Tables........................................................................................................................................ 42Peer Group Tables..................................................................................................................................................... 44Additional Analysis Tables......................................................................................................................................... 53APPENDICESAppendix I: Notes to Statistical Section .................................................................................................................... 73Appendix II: Description of Participating MFIs.......................................................................................................... 77