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Summary of Evidence and Recommendations
Agenda
Year 1
Output
M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12
0
1
Systematize
information on
clients
0.1
1.1
1.2
1.3
1.4
1.5
Discuss which indicators
(agregation/ventilation) would be useful
Adaptation & adjustments
Draft report based on client information
Annual report with client data
Finalisation of a social scorecard for the
Board & senior management
1.8
Analisis of current practices
2.1
Define a process for complaints
procedures
2.2
Manual
for
complaints
management
2.3-2.5
Information to clients on the complaint
mechanism
2.6
Training of the loan officer
2.7
Use of results from clients
2.8
1.6
1.7
2
Complaints
mechanisms
Finalise Action Plan
Verify available information in MIS
Discuss indicators, potential results to be
analysed, use of information
Generate the indicators chosen
Action plan shared
Persons in
charge
Department
SP Comittee CEO/ board
SP Champion IT
SP Comittee
SP Champion IT
list of indicators
annual report
Social DB
Procedures
Clients aware
Staff aware
Improve products
SP Comittee
SP Champion IT
SP Comittee
SP Comittee
IT
GG/ Fin.
SP Comittee
SP Comittee
GG/IT
Operations
SP Comittee
SP Comittee
Operations
Marketing
HR
Marketing
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