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									         BANKSETA MICRO-FINANCE
         SKILLS PROJECT
         BS/T/LPRD 40-48/QT/CON006
         Learning Programme
         Resourcing and Development
         (micro-lenders)

BANKSETA: MFSP: Presentation Final Version:
17 December 2002: BS/T/LPRD 40-48/QT/CON006:
Orolatele International Consulting (Pty) Ltd

                                               1
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        2
                                                  Introduction
Target Market

This project development phase is aimed at
Short Term Lenders Delivery Phase 1
where 200 micro lenders and their Staff will participate




Project Process

The learning programme resourcing and development project focuses on the
verification of the curriculum, development of learning pathways, sourcing and
analysing existing learning interventions to establish gaps and then develop a
business case




                                                                                 3
                                                                                                        Introduction (cont)
Verified Curriculum          •   verify curriculum framework from design           • Designed a survey questionnaire
(40)                             phase with identified stakeholders                • 91 institutions contacted via email, fax, telephone,
Annex A, B & D                                                                       face to face interviews
                                                                                   • 44 responded and from these responses the top six
                                                                                     priorities were verified and also identified future needs
Learning Pathways            • develop learning pathways for MFI staff –           • developed learning pathway from foundation level to
(41)                           matrix of skills against job types, manager,           management level focusing on the to six priorities
Annex C                        front office and back office                        • identified NQF levels
                                                                                   • identified learning modules and flow of each priority
                                                                                      for job types of manager, front office and back office
Source Existing              • source existing programmes in consultation          • 82 service providers were approached for available
Programmes                     with stakeholders                                     programmes for the top six priorities
(42)                                                                               • designed document with quality assurance criteria for
Annex D                                                                              service providers to complete
Analysed Existing Learning   • analyse existing learning interventions and         • service providers completed document with QA details
Interventions (43)             resources, as per training provider profiles,       • existing programmes received from some service
Annex G                        offerings and capacity                                providers – most reluctant to give learning material
                                                                                   • above information used to analyse interventions
Identify Gaps (44)           • determine gaps in skills identified for top six     • analysed information received from service providers and
Annex G                        priority areas of curriculum for Micro-lenders        it seems as though there are no gaps
QA Criteria (45)             • establish quality assurance criteria for existing   • developed quality assurance criteria
Annex G                        learning programmes                                 • verified with PSC
Business Case (48)           • Collate business case (including Incentives) for    • various recommendations for a business case developed
Annex H                        MFI curriculum                                      • business impact questionnaire to evaluate success of
                                                                                     project

                                                                                                                                        4
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        5
                    Curriculum Verification
1.   Client Service
2.   Risk Management                 this sub activity requires identification
3.   Loan Book Management            of the top five priorities but we
4.   Marketing                       recommend, it is imperative to include
5.   Cash Management                 Staff Management therefore
6.   Staff Management                top six priorities

    Communication                              Comment
    Personal Development
    Finance                                    MLA registered MLB’s felt they
                                                needed less Staff Management Skills
    Client Administration
    Business Strategy                          Non MLA registered MLB’s felt
                                                they needed Staff Management Skills
    Management Development                     See Comments Annexure D
    SMME
    Leadership Development
    Legal & Regulatory Compliance           Supported by report annexure A & B


                                                                                      6
Recommendations
Staff management was identified as priority 6
We believe that staff management skills are
required to ensure the success of the
implementation of this
Micro-Finance Skills project
(this was confirmed at the Consultative
Forum and by Glen Baker of Miloc)

                                          7
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        8
                          Learning pathways / development ladder
The learning pathway outlines the skills required at various levels within Micro finance
businesses. An employee should have the foundation skills level at time of employment or
alternatively if they are school leavers they will start at this level. Employees should
complete modules related to Back and Front office before they advance to the
Management level.

• Foundation Skills or entry level skills are the basic skills required to perform the job
• Back and Front Office these are skills required to perform competently within
  the Micro finance office to service clients effectively and meet all the necessary legal
  requirements of the industry
• Management these skills are required to manage a Micro finance office

It is important to note that if a specific office may not require certain skills because of the
nature of their operation (e.g. no cash in office only electronic transfers), then the specific
module will not apply.

Slides 8 to 19 highlight the flow of the modules which should be included in the
development material. This is important when Prior Learning is to be evaluated.
It will also assist with the identification of learning interventions from service providers
related to Project 009.
                                                                                           9
                                      Learning Pathways / Development Ladder
                                                                                                Supported by Annexure C

                                                                                                                   Managers are required to
                                                                Market                                             complete courses below or
                     Manage     Manage                                      Set & Adhere         Manage            have prior learning in the area
Management           Risk &      Loan           Manage
                                                 Cash
                                                              Products &
                                                                 New         to Policies          Client           before completing learning path
                      Fraud      Book                          Business      Procedures          Service           at this level
                                                                                                                   NQF Level 5



                                                                                                                   This level can be done by
    Front Office               Manage          Balance
                                                               Identify
                                                              needs &
                                                                               Handle
                                                                                                    Basic
                                                                                                  Marketing /
                                                                                                                   by both Front office and
                                                                                                                   Back office as these tasks
                                                                               Conflict          Selling Skills
                                Cash            Cash           Provide                                             can be done by one person
                                                              solutions
                                                                                                                   NQF Level 4




                                                                                                                   This level can be done by
                                                                                Check                              by both Front office and
                                Data Capture       Apply          Serve
        Back Office            & Repayments       Product        Internal
                                                                             application for
                                                                             Compliance &
                                                                                                    Capture
                                                                                                     Data
                                                                                                                   Back office as these tasks
                               For Loan Book     Knowledge       Clients                                           can be done by one person
                                                                               Accuracy
                                                                                                                   NQF Level 3 – 4



                                                                                                                   Entry level must
Foundation         Basic        Basic          Basic Client
                                                              Knowledge
                                                              Risk/Fraud       Apply policies       Understand     complete before able
                                                                                                                   to move to next level
Skills       communication
                               Product
                              Knowledge
                                                 Service
                                                  Skills
                                                               policy &
                                                              procedure
                                                                               & procedures
                                                                                     to
                                                                                                    client needs
                                                                                                    (Marketing)    NQF level 2 – 3
                                                                                application


                                                                                                                                  10
                                Client Service - Management
                           Pre-requisite Front & Back Office Skills
   Understanding Usury Act / MRFC rules and guidelines


  Supporting team                 Managing / handling       Mentoring / coaching
 members to ensure                  difficult clients /     staff to handle client
  client excellence                      conflict                  requests


Understanding various           Develop / setting service       Setting client
 roles within service            level agreements with        service standards
    delivery chain                  internal service           with your team
                                    providers team


       Set the                  Create an environment             Making
    service cycle                   for continuous               decisions
                                 improvement within
                                  client service area

     Negotiating
     with clients                                              Working as a
                                          Building
                                                                  team
                                       relationships
    Introduce new
      products to
        clients

                                                                                     11
                 Client Service - Front & Back Office
                        (This can be one role)
Product knowledge                           How to link                          Understand client
•loan information                      business principles                     requirements and link
•rescheduling of loans
•Understanding Usury
                                       to customer service                       product to satisfy
  Act and MFRC rules                          (profit)                              client need
  and guidelines                          Client service
                                            standards


Understand my role                                                                      Basic
  in the service
                                          Telephone                                communication
  delivery chain
                                           etiquette                                interpersonal
                                                                                         skills


Understand my role                       Basic problem                                Basic
  for service to an                       solving skills                          analysing skills
 internal customer


                                                            How to refer
                         Educating                         angry / difficult
                         your client                         customers



                                                                                                       12
                                Risk Management - Managers
  Understand and            Understand and
                                                     Understand Macro and
    implement                 implement
                                                      Microeconomic risk
    security risk            business risk


    Develop / set           Identify business
  /implement fraud                 risks
    management                                            Set credit
                             •Interest impact
      policies &                                             limit
                               •Risk clients
  procedures in line                                      standards
                                •Bad debts
     with MFRC


     Coach staff in     Do risk analysis on client     Implement fraud /
policies / procedures      base to determine           risk management
    for fraud / risk       possible risk areas             policies &
     management               •Risk analysis               procedures
                                •Problem
                           •Situation analysis
 Make final decision
  of client’s credit
     worthiness




                                                                            13
         Risk Management - Front & Back Office

 Knowledge of           Complete
  fraud & risk                               Apply policies &
                        application
 management                                    procedures
                           fully to           to application
   policies &            eliminate
  procedures            risk areas


                                                Understand
Apply policy &        Implement fraud /   implications of interest
 standards of         risk management       rate change & be
  credit limits           policies &         able to explain
   for client
                          procedures            to customer


      Make
recommendation
   to manager




                                                                     14
                  Loan Book Management - Managers

                           Loan Book
                          Reconciliation



Managing loan book,
                                           Bad Debt      Interest
 tracking arrears and
                                           Recovery     Calculation
analysing various risk
                                           Process
 aspects (e.g. risk of
non-recovery by age,
   willing or unable
    non-payers etc)



                         Loan Book Strategy and
                                                       Debt Collector
                          Management linked to
                                                      Appointment and
                           Risk Management
                                                        Management
                            and Cash Flows




                                                                      15
             Loan book Management –
        Front & Back Office / Debt Collectors



       Loan Book
     Data Recording
Collection of installments
  Issuing of receipts




                                                16
               Marketing Skills – Management


  Competitor                                          Development of
                                Development of        New Products /
   Analysis                     Marketing Plan           Services




      Shape                                           Development of
Selling for Success          New Product / Service   Marketing Materials
                              Needs Identification




                                                                    17
     Marketing – Front Office




Basic Marketing /
  Selling skills




                                18
                         Cash Management - Manager

   Set policies &
   procedures for                  Set policies &         Control cash
 daily management               procedures for cash        floats on
       of cash                 amounts on premises         premises
                                - securing premises



   Coach / mentor                 Assist front office    Control / verify
cashiers on recording           staff (cashiers) when     cashing up /
    of transactions                they are out of        balancing of
 (issuing of receipts)
                                        balance         front office staff




                                                                             19
       Cash Management - Front & Back Office

Knowledge &        Balancing / cashing
    skills of                             Apply the policies
                        up of cash
handling cash                              & procedures to
                           Daily               manage
  (deposit &        (Teller Workshop)
 withdrawals)                                cash floats



                                         Advise management
                                           of excess cash
                                             on premises




                                                               20
                       Staff Management - Managers

                                                         Manage the performance
Develop a recruitment        Develop a Performance
  & selection policy          Management process                 of staff



Establish disciplinary /            Train staff             Identify training /
grievance procedures              Source training          development needs
  Implement policy /             service providers               of staff
procedure as per LRA



 Manage disciplinary
  process hearings,                                        Managing change
dismissals and CCMA          Coach/mentor/counseling            process
                                staff to ensure max         Identify change
                              performance is reached           elements
                               & individuals potential
Develop / implement                   is reached
reward / recognition
  for employees
                                                              Working as a
                                                                 team


                                                                                  21
        Staff Management - Front & Back Office Staff

      Understand           Understand Performance
disciplinary & grievance    Management process -     Understanding training
       procedures          Manage own performance   Needs and Requirements




                                Being a team          Understand impact
                               player / member            of change




                                                                              22
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        23
           Existing Programmes Sourced
                                                    Annexures E & F
Process followed to identify existing programmes:

• Service providers were requested to forward relevant programmes / interventions for
  the six top priorities as per the verified curriculum
• A further document was designed and forwarded to service providers to assess how
  quality assurance criteria was met
• 82 service providers were contacted via email, fax or face to face, refer Annexure E
• There are programmes for all six top priorities as per the curriculum form various
  service providers
• Some service providers were eager to forward all their details and training materials
  others were reluctant.
• All available learning interventions with service providers are listed in Annexure F
• All documentation handed over to Kagiso



                                                                                   24
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        25
        Existing Learning Interventions
                              Analysed
Process followed to analyse existing learning interventions:

• All information received from service providers was analysed
• Evaluated programme material received
• Analysed Quality Assurance Criteria documentation

                                         Annexure F & G




                                                                 26
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        27
                                           Gaps Identified

Process followed to identify the gaps in programmes:

• 83 service providers were requested to send information about all the available
  programmes for all the competencies on the curriculum
• Some service providers forwarded their training material to be evaluated
  others opted not to do so, which made the identification of gaps difficult
• A second set of information was requested from service providers
  to identify which programmes met the quality assurance criteria for the
  top six priorities
• Using the available training materials and the QA Analysis document the
  gaps were identified, refer to Annexure F
• Slides 29 – 34 is a summary of the information found in Annexure G,
  QA documentation is available for perusal



                                                                               28
                                                                  Gaps Identified
        Client Service
Curriculum Modules                     Service Providers Programmes                    Gaps and comments /
                                       Evaluated / QA Only / Programme Outline         recommendations
• Client Request Resolution            Strategem Training Services                      Programmes evaluated
                                       Matsimela & Associates
• Product and Service                                                                  both within the Micro finance
                                       Mastermind Alliance (designed for MFI)
  Knowledge                            Huthwaite Africa (developed for JD Group)
                                                                                       industry and generic skills
                                       Miloc Holdings (designed for MFI)               indicate that all aspects of
• Client Acquisition and                                                               client service are covered
                                       Kagiso
  Retention Strategies                 Pula Madibogo                                   between these consultants.
• Client Education and                 Pure Consulting
                                                                                        Should a consultant be
                                       Progressive Concepts
  Coaching                             Mahayi HRD Services                             identified with a generic
• Client Service Improvement           Orolatele International Consulting              programme, customisation
                                       Thipe Mdakane & Ass                             for the Micro finance industry
                                       International Institute for Business Training   could be done.
                                       Upendo
Delivery Channels
                                       Unlimited people
• Theory self study guides
                                       Cornerstone Solutions                            No visible Gaps in this
• Face to face modular sessions
• Workshops in classroom
                                       College for Competence 2000                     area
                                       Training Chain
• Managers trained as trainers
                                       Kevin Midgley
• Managers train modular sessions
                                       Sydney Thipe
• Managers coach on the job
                                       U Can
• Computer based training / distance
                                       Karura
                                       Brain
                                       Kenya School of Monetary Studies
                                       Microsave Africa (Internet)
                                                                                                               29
                                       AFCAP / CCAP (Internet)
                                                                    Gaps Identified
      Risk Management
Curriculum Modules                       Service Providers Programmes                    Gaps and comments /
                                         Evaluated / QA Only / Programme Outline         recommendations
•   Fraud Management                     Watchurst & Associates                           Programmes evaluated
                                         Mastermind Alliance (designed for MFI)
•   Risk Management                                                                      have specifically been
                                         Miloc Holdings(designed for MFI)
•   Risk and Return Analysis             International Institute for Business Training
                                                                                         designed for the Micro
                                         Upendo                                          finance industry
•   Client Credit Limits
                                         Cornerstone Solutions
                                         College for Competence 2000
                                         Kevin Midgley
                                                                                          No visible Gaps in this
                                         Kenya School of Monetary Studies                area
Delivery Channels                        Karura
                                         Microsave Africa (Internet)
•   Theory self study guides             AFCAP/CCAP (internet)
•   Face to face modular sessions
•   Workshops in classroom
•   Seminars via Associations (MFRC)
•   Managers trained as trainers
•   Managers train modular sessions
•   Managers coach on the job
•   Mentoring
•   Computer based Training / distance


                                                                                                               30
                                                                    Gaps Identified
         Loan Book Management
Curriculum Modules                       Service Providers Programmes                    Gaps and comments /
                                         Evaluated / QA Only / Programme Outlines        recommendations
•   Loan repayments                      Mastermind Alliance (designed for MFI)           Programmes evaluated
                                         Miloc Holdings (designed for MFI)
•   Loan book Reconciliation                                                             have specifically been
                                         International Institute for Business Training
•   Bad Debt Recovery Process            Upendo
                                                                                         designed for the Micro
                                         Cornerstone Solutions                           finance industry
•   Interest Calculation
                                         Stanley & associates AETA / E degree
•   Debt Collectors Appointment          College for Competence 2000
                                         U Can
                                                                                          No visible Gaps in this
    and Management                                                                       area
                                         Kevin Midgley
Delivery Channels                        Karura
                                         Kenya School of Monetary Studies
•   Theory self study guides             AFCAP
•   Face to face modular sessions        Microsave Africa (Internet)
•   Workshops in classroom               CCAP (Internet)
•   Seminars via Associations (MFRC)
•   Managers trained as trainers
•   Managers train modular sessions
•   Managers coach on the job
•   Mentoring
•   Computer based Training / distance


                                                                                                               31
                                                                Gaps Identified
          Marketing
Curriculum Modules                   Service Providers Programmes                    Gaps and comments /
                                     Evaluated / QA Only / Programme Outline         recommendations
• Competitor Analysis                Mastermind Alliance (designed for MFI)           Programmes evaluated
                                     International Institute for Business Training
• Marketing Plan Development                                                         both within the Micro finance
                                     Thipe Mdakane & Associates
• New Products / Service             Orolatele International Consulting
                                                                                     industry and generic skills
                                     Mahayi HRD Services                             indicate that all aspects of
  Development                                                                        client service are covered
                                     College for Competence 2000
• Marketing Materials                Colela International Consulting                 between these consultants.
  Development                        Sydney Thipe
                                                                                      Should a consultant be
                                     U Can
• New Product / Services             Training Chain                                  identified with a generic
  Needs Identification                                                               programme, customisation
                                                                                     for the Micro finance industry
Delivery Channels                                                                    could be done.
 Theory self study guides
• Face to face modular sessions                                                       No visible Gaps in this
• Workshops in classroom                                                             area
• Seminars via Associations (MFRC)
• Managers trained as trainers
• Managers train modular sessions
• Managers coach on the job
• Mentoring

                                                                                                             32
      Cash Management
                                                              Gaps Identified
Curriculum Modules                    Service Providers Programmes                     Gaps and comments /
                                      Evaluated / QA Only / Programme Outlines         recommendations
• Cash Management                     Mastermind Alliance (designed for MFI)            Programmes evaluated
                                      Miloc Holdings (designed for MFI)
  Procedures                                                                           have specifically been
                                      International Institute for Business Training
• Security Policies and               MGC
                                                                                       designed for the Micro
                                      College for Competence 2000 (designed for MFI)   finance industry
  Procedures
                                      Kevin Midgley                                    First National Bank have
                                      First National Bank                              made their programme
                                      Karura
                                                                                       available, needs
Delivery Channels                     Microsave Africa (Internet)
                                                                                       customisation for the Micro
•   Theory self study guides
                                                                                       finance industry.
•   Face to face modular sessions
•   Workshops in classroom                                                              No Gaps in this area
•   Managers trained as trainers
                                                                                       possible customisation
•   Managers train modular sessions
•   Managers coach on the job
•   Distance




                                                                                                             33
                                                                 Gaps Identified
         Staff Management
Curriculum Modules                    Service Providers Programmes                    Gaps and comments /
                                      Evaluated / QA Only / Programme Outline         recommendations
• Performance Management              Mastermind Alliance (designed for MFI)           Programmes evaluated
                                      Huthwaite Africa
• Reward and Recognition                                                              both within the Micro finance
                                      Miloc Holdings (designed for MFI)
  Management                          Unlimited People
                                                                                      industry and generic skills
                                      Orolatele International Consulting              indicate that all aspects of
• Business Process and                                                                client service are covered
                                      International Institute for Business Training
  Systems Improvement                 L R Consulting                                  between these consultants.
• Recruitment & selection             Mahayi HRD Services
                                                                                       Should a consultant be
                                      Informage
• Training Needs Analysis             Training Chain                                  identified with a generic
• Grievance & Disciplinary            Intellectual Resources                          programme, customisation
  Policies and Procedures             Upendo                                          for the Micro finance industry
                                      Strategem                                       could be done.
                                      Pure Consulting
Delivery Channels
                                      Thipe Mdakane & Associates
•   Theory self study guides          Sydney Thipe                                    No visible Gaps in this
•   Face to face modular sessions     Colela International Consulting                 area
•   2 day workshops in classroom      College for Competence 2000
•   Managers trained as trainers      Karura
•   Managers train modular sessions   Microsave Africa (Internet)
•   Managers coach on the job
•   Distance
                                                                                                              34
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        35
                                      Quality Assurance Criteria
 Material written to meet NQF standards or at least outcomes based
 NQF level
 Modular format
 Learner guide
 Facilitator guide
 Train the trainer/ Manager
  Able to train managers so they can train staff - on-the-job or 2-3 hours
  workshops
 Delivery mechanisms
  e.g. video’s, self study guides, face to face training, electronic manuals,
  news letters via MFRC & MLA.
  Combination of learning channels or multiple delivery channels.
  Flexible and experiential
 Management support e.g.Coach / Mentor
 Costs of workshop

                                                                                36
                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
                                        37
                                                Business Case
Definition of the Business Case : Provides support for any business decisions,
                                  analyses individual business situations and outlines
                                  options / recommendations

Purpose of the Business Case : Identify key business drivers and success factors
                               Justification for a business decision, which can be
                               easily communicated
                               Establish a method for measuring success

Critical Success Factors        : Determine need for project amongst Micro Lenders
                                  Communicate purpose, process and benefits
                                  Owners need to buy in to project
                                  Owners / Mangers attend briefing session to be
                                     equipped to assist, coach and mentor delegates
                                  Staff Management competencies to be trained first
                                  Managers to participate in intervention first
                                  Linking of learning outcomes to the Performance
                                     Management system
                                  Project supported by Associations


                                                                                   38
                                                  Business Case (1)
       Business Case Benefits / Selling Points
       Recommendations only

Owners / Managers                          Front / Back office staff
Increased skills of self and staff         Personal development
Improved customer relations                Recognition of prior learning for individuals
Growth of business through new customers   Increased skills
Competent staff                            Multi-skilled
Multi-skilled staff                        Increased product knowledge
Cost effective training                    Increased confidence
Improved cost effectiveness in business    Better client service
• reduced turnaround times                 Cross selling opportunities
• productive staff                         Educating of clients
• increased customer base                  Assessment and certification
• cross selling                            Credits towards a Formal Qualification
• repeat good business
Better educated clients
Credits towards a Formal Qualification
Incentives for Owners / Managers           Incentives for Staff
Micro financier of the Month / Year        Badge when assessed and certified as competent
Cost effective training                      ‘ licensed to assist you’
Reward – Financial, Voucher, Night away    Employee of the Month / Year
                                           Reward – Financial, Voucher, Day off
                                                                                            39
                                                           Business Case (2)
  Business Case Flow Chart
  Recommendation Only

Business Owners invited to               Workshop for Owners /
Communication session to                 Managers on PMP and                     Select learners
    Introduce process                      Needs identification
                                        Consider RPL of individuals


                                          Owners / Managers
         Learners to                                                          Schedule learners for
                                         attend briefing session
Attend/ complete Intervention                                                    Interventions
                                             per Intervention



     Feedback given                        Coaching for further             Feedback via Performance
  during intervention and                  development in the                 Management Process
  On-the-job by Manager                       Workplace                      both informal and formal



      Evaluation and                    Certificate of Competence
                                                                                  Assessment
    giving of Incentives                  Awarding of Credits


       Business Impact Questionnaire              Evaluation of impact
                                                                                      Feedback to PSC
             to evaluate impact of               questionnaire and report
                                                                                      and stakeholders
        Intervention (see annexure H)                   formulated
                                                                                                         40
                                                          Business Case (3)
 Investment estimated                      What will be done          Return on Investment
                                                                           (benefits)
Time of Owner/manager to attend        Recognition of prior         Business Benefits
briefing sessions and staff
                                       learning / competence        Competent staff
participating in learning
intervention                           Identification of training   Certified staff
                                       needs and designing
Effort planning, scheduling and                                     Assessment results
organising for participation in
                                       individual development
learning interventions                 plans                        Performance Management
                                                                    process implemented
Buy-in by Business Owners and          Training and Development
                                       scheduled                    Improved profits
visible support given to the project
                                       Learning                     Improved client service
Communication initial and
ongoing                                                             Better advice given to clients
                                       Assessment
                                                                    therefore improved lending
Token fee for learning                 Coaching / Mentoring         opportunities
intervention (between R100 and
R50 per learner per day)               Moderation                   Individual Benefits
                                       Accreditation                Prior learning recognised and
Learning environment set-up                                         credits awarded
(e.g. Technology, support,             Certification
mentors, assessment)                                                Formal qualification or credits
                                       Business Impact              towards a formal qualification
Assessors                              Questionnaire

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              Business Impact Questionnaire

The questionnaire will:

•   Enable team to evaluate the impact of the Micro Finance Skills Project
•   The degree of success in achieving objectives
•   Level of transference of skills acquired on the job
•   Indicate the level of improvement during the last few months
•   How the Micro Lending Business have benefited from participating in the project
•   Reflect on specific business accomplishments
•   Determine return on investment



                           See annexure H, which needs to be customised




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                             Contents
•   Introduction
•   Verified Curriculum
•   Learning Pathways
•   Existing Programmes Sourced
•   Existing Learning Interventions
     Analysed
•   Gap Identified
•   Quality Assurance Criteria
•   Business Case
•   Recommendations
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       Future Needs (relating to training)
      Business Strategies
         Business Strategy Development
         Industry Analysis

      Leadership
         Cover areas of general leadership skills, change management as
         well as leadership development for non-managers

      Personal Development
         Time management, problem-solving and decision making
         creativity and innovation, emotional intelligence,
         stress management and career management

    Refer to comments Annexure D


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Orolatele
International Consulting (Pty) Ltd
       Reg. No. 99 06938/07
         Tel: + 27(0)12 6538310
         Fax: +27(0)12 653 8310

             PO Box 56045
              Wierda Park
                 0149




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