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Guide GPSE

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15 Guidelines

Audit SPI - Conseils pour des résultats de qualité

Consultez ce document pour voir comment assurer une analyse objective et fiable.

Télécharger Audit SPI - Conseils pour des résultats de qualité (150.0 Ko)
15 Guidelines

Audit SPI - Guide pour les entretiens (en anglais)

Utilisez cette liste de questions comme guide pour préparer les entretiens pour l’audit SPI avec les différents chefs de départements.

Télécharger SPI Audit - Guide for interviews (English only) (78.0 Ko)
15 Guidelines

Audit SPI - Guide pour conduire des groupes de discussion

Conseils pour recueillir les commentaires du personnel et/ou des clients en utilisant les groupes de discussion (focus groups).

Télécharger Audit SPI - Guide pour groupes de discussion (116.7 Ko)
15 Tools & Templates

Audit SPI - Liste de contrôle des documents et entretiens

Ce document détaille les documents que vous devez consulter pour une évaluation, des suggestions d’interviews et questions d’entretien et les données SIG à collecter.

Télécharger Audit SPI - Liste de contrôle (84.4 Ko)
15

Audit SPI - Glossaire

Un guide utile pour comprendre les termes généralement utilisés.

Télécharger Audit SPI - Glossaire (100.9 Ko)
15 Tools & Templates

Plan d'action après l'audit SPI

L’objectif final d’un audit SPI est d’améliorer les pratiques en GPSE. À la fin de l’audit, nous encourageons à élaborer un plan d’action qui priorise les actions d’amélioration. Voir l’exemple de plan d’action ci dessous.

Télécharger Modèle pour audit SPI - Plan d'action (12.8 Ko)
15 Tools & Templates

Rapport de synthèse de l'audit SPI

Voir le modèle de rapport de synthèse des résultats de l’audit SPI4, qui analyse les forces et les faiblesses par dimension.

Télécharger Modèle pour audit SPI - Rapport de synthèse (265.8 Ko)
Case studies & Field examples

MicroLoan Foundation Responds to Missed Outreach Targets by Reducing Barriers

Provides an example of how MicroLoan Foundation used information that it wasn't reaching its target clients to adjust product design and staff training.

Télécharger MicroLoan Foundation Responds to Missed Outreach Targets by Reducing Barriers (233.4 Ko)
Case studies & Field examples

Musoma Investigates and Addresses Causes of Over-Indebtedness

Explains the actions that Musoma took to reduce over-indebtedness when it noticed that many of its clients were selling or forfeiting assets to pay off loans.

Télécharger Musoma Investigates and Addresses Causes of Over-Indebtedness (46.2 Ko)
Case studies & Field examples

Conditions that Create a Heightened Risk of Over-Indebtedness

Field example defines overindebtedness as a situation in which a client has to make sacrifices in order to pay his/her debt rather than an absolute state and provides examples of the types of market conditions that create a greater risk of overindebtedness.

Télécharger Conditions that Create a Heightened Risk of Over-Indebtedness (384.4 Ko)
Case studies & Field examples

Partner Microcredit Foundation Uses Internal Audit to Detect Risk Lending

Briefly describes Partner Microcredit's approach to detecting overindebtedness risk through its internal audit function.

Télécharger Partner Microcredit Foundation Uses Internal Audit to Detect Risk Lending (34.5 Ko)
Case studies & Field examples

Gatsby Microfinance LTD. Provides Transparent Loan Information

Provides an example of how Compartamos Bank communicates the code of conduct to staff and clients.

Télécharger Gatsby Microfinance LTD. Provides Transparent Loan Information (32.8 Ko)
Case studies & Field examples

Communicating the Code of Conduct

Provides an example of how Compartamos Bank communicates the code of conduct to staff and clients.

Télécharger Communicating the Code of Conduct (460.3 Ko)
Guidelines

Smart Campaign Compliance Criteria for Code of Conduct

Providers guidance on what a code needs to include and how it must be communicated and staff trained.

Télécharger Smart Campaign Compliance Criteria for Code of Conduct (75.8 Ko)
Case studies & Field examples

ASKI Sanctions Code of Conduct Violations

Provides an example of how ASKI addresses violations of its code of conduct in its disciplinary procedures.

Télécharger ASKI Sanctions Code of Conduct Violations (40.9 Ko)
Case studies & Field examples

Examples of Discriminatory Policies and Staff Behaviors

Provides examples of discriminatory behavior by staff toward clients.

Télécharger Examples of Discriminatory Policies and Staff Behaviors (43.3 Ko)
Case studies & Field examples

Tujijenge Displays a Customer Service Charter

Example of Tujijenge's customer services charter which explains client rights and what they should expect from Tujijenge as well as providing contact information for complaints.

Télécharger Tujijenge Displays a Customer Service Charter (258.3 Ko)
Case studies & Field examples

FINCOMUN Introduces a "Collection with Dignity" Policy

FINCOMMUN developed a "Collections with Dignity" policy. This case provides a description of their policy and the impact it has had on FINCOMMUN

Télécharger FINCOMUN Introduces a "Collection with Dignity" Policy (46.9 Ko)
Case studies & Field examples

SWADHAAR FINSERVE Code Includes Collections Procedures

Example of a collections policy used by SWADHAAR FINSERVE.

Télécharger SWADHAAR FINSERVE Code Includes Collections Procedures (33.4 Ko)
Case studies & Field examples

Sample Rescheduling Policy

Provides an example of a rescheduling policy that details how and under what conditions a client's loan may be rescheduled.

Télécharger Sample Rescheduling Policy (61.4 Ko)