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Guide GPSE

Découvrez notre Guide de Gestion de la Performance Sociale et Environnementale

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Case studies & Field examples

Example of Employee Positions and Related SPM Duties

Examples of the roles and responsibilities of various positions commonly found in FSPs in supporting and managing social performance.

Télécharger Example of Employee Positions and Related SPM Duties (46.9 Ko)
Case studies & Field examples

FINCA Peru Grievance Mechanism

Example of how FINCA Peru handles employee grievances.

Télécharger Finca Peru Grievance Mechanism (29.3 Ko)
Guidelines

Guidance for Grievance Mechanisms

Provides some key characteristics of USSEPM-aligned grievance mechanisms.

Télécharger Guidance for Grievance Mechanisms (34.8 Ko)
Case studies & Field examples

NRSP in Pakistan Responds to Employee Grievances

NRSP's grievance mechanism employs several good practices to  address employee concerns quickly and enhance employee satisfaction overall.

Télécharger NRSP in Pakistan Responds to Employee Grievances (43.5 Ko)
Case studies & Field examples

VisionFund and ESAF Monitor Employee Satisfaction and Understand Reasons for Staff Exit

ESAF and VisionFund Cambodia employ employee satisfaction and employee exit surveys to understand employee experience and improve retention and performance.

Télécharger VisionFund and ESAF Monitor Employee Satisfaction and Understand Reasons for Staff Exit (35.8 Ko)
Guidelines

Guidance for Disaggregated Employee Satisfaction Survey and Result-Sharing

Criteria for aligning employee satisfaction and exit survey processes and practices with the USSEPM.

Télécharger Guidance for Disaggregated Employee Satisfaction Survey and Results-Sharing (36.6 Ko)
Case studies & Field examples

VisionFund International Recruits Local Loan Officers Using Outreach Events

Description of VisionFund International's loan officer recruitment process using outreach events to attract and selection value-aligned loan officers.

Télécharger VisionFund International Recruits Local Loan Officers Using Outreach Events (52.8 Ko)
Case studies & Field examples

Al Majmoua Trains Employees on SPM Topics

Al Majmoua mixes classroom based training with field-based training to achieve greater consistency in quality of service and application of policies.

Télécharger Al Majmoua Trains Employees on SPM Topics (31.5 Ko)
Case studies & Field examples

Finca Microfinance Bank LTD. (Pakistan) Evaluates Employees on Customer Care

Description of Finca Microfinance Bank Ltd of Pakistan's Customer Care Program and it's use of their Service Quality Assessment Tool to evaluate employees

Télécharger FINCA Microfinance Bank LTD. Evaluates Employees ON Customer Care (36.0 Ko)
Case studies & Field examples

Sample Loan Officer SPM Evaluation Criteria Table

Examples of typical social performance management-related responsibilities and sample criteria that can be used to evaluate performance.

Télécharger Sample Loan Officer SPM Evaluation Criteria Table (82.2 Ko)
Guidelines

Guidance for Adequate Training of Employees on Code of Conduct and Client Protection

Discusses key elements of code of conduct and client protection that should be emphasized during loan officer training.

Télécharger Guidance for Adequate Training of Employees on Code of Conduct AND Client Protection (32.0 Ko)
Case studies & Field examples

ESAF Rewards Staff for Achieving SPM Targets

ESAF built a branch-level incentive system that incorporates social targets, SPM audit and client satisfaction metrics among other elements.

Télécharger ESAF Rewards Staff for Achieving SPM Targets (78.3 Ko)
Guidelines

Essential Questions to Answer When Reviewing Your Staff Incentive System

Set of recommended questions and data sources and indicators to use to review your incentive system's alignment with social goals and USSEPM.

Télécharger Essential Questions to Answer when Reviewing Your Staff Incentive System (66.9 Ko)
Case studies & Field examples

Examples of Social Variables for Incentivizing Employees

Examples of different types of indicators and criteria that can be incorporated in loan officer evaluations to integrate a social performance lens into the evaluation.

Télécharger Examples of Social Variables for Incentivizing Employees (50.0 Ko)
Guidelines

Social Performance Factors to Examine During Internal Audit

Examples of key areas to assess in internal audits to monitor social performance.

Télécharger Social Performance Factors to Examine During Internal Audit (79.8 Ko)
Case studies & Field examples

Ujjivan Incentivizes Customer Service

Description of how Ujjivan incorporates social metrics and customer care into its staff incentive system.

Télécharger Ujjivan Incentivizes Customer Services (76.3 Ko)
Case studies & Field examples

Example Incentive Structure That Balances Portfolio Growth, Size and Quality

Provides a short example of how a mid-sized provider in Peru structured their incentives to balance growth, size and quality.

Télécharger Example Incentive Structure that Balances Portfolio Growth,Size and Quality (57.0 Ko)
Case studies & Field examples

SKS and Equitas Protect Client Data

Briefly describes SKS and Equitas' policies and protocols for handling and protecting client data.

Télécharger SKS and Equitas Protect Client Data (157.4 Ko)
Guidelines

Guidelines for Case Load Limits

Provides guidance on setting appropriate case load limits for group and individual loans.

Télécharger Guidelines for Case Load Limits (227.4 Ko)
Guidelines

Grameen Foundation’s Recruitment and Selection Toolkit

Grameen Foundation’s Recruitment and Selection Toolkit

Télécharger Grameen Foundation's Recruitment and Selection Toolkit (793.5 Ko)