|
Time
|
Activity
|
Resource Person/Facilitator
|
|
Day 1 – Feb. 17, 2005 (Thursday)
|
|
|
|
8:00 – 8:30 AM
|
Registration of Participants
|
MABS Staff
|
|
8:30 – 9:00 AM
|
Opening Ceremonies
· Invocation
· Welcome Remarks
· House Rules
· Expectation Setting
· Objectives of the Training
|
MABS Participating Bank Representatives
Raymundo C. Roxas
MABS Regional Manager for Luzon
|
|
9:00 – 10:00 AM
|
Review of MABS Partner Banks Microfinance Operations
|
Raymundo C. Roxas
|
|
10:00 – 10:15 AM
|
Break
|
|
|
10:15 – 11:00 AM
|
SPOT ANALYSIS of MF Operations
|
Individual Banks/ Group Sharing
|
|
11:00 –12:00 PM
|
Group presentation: Results of SPOT Analysis
|
Raymundo C. Roxas/ Ernesto Gementera
|
|
12:00 –1:00 PM
|
Lunch Break
|
|
|
1:00 – 3:00 AM
|
Evaluating our MF Operations using the EAGLE Rating System
|
Ernesto Gemenetera
|
|
3:00 – 3:15 PM
|
Break
|
|
|
3:15 – 4:30 PM
|
Setting Our Road Map for 2005: MF Projections of MABS PBs
|
Raymundo C. Roxas
|
|
Day 2 – Feb. 18, 2005 (Friday)
|
|
|
|
8:00 – 8:15 AM
|
Recap of Previous Day’s Session
|
Raymundo C. Roxas
|
|
8:15 – 9:00 AM
|
Creating a Compelling Score Board for our MF Operations
|
Raymundo C. Roxas
|
|
9:00 – 10:00 AM
|
Enhancing Customer Loyalty
|
Ernesto Gemenetera
|
|
10:00 – 10:15 AM
|
Break
|
|
|
10:15 – 12:00 AM
|
Do we have a Competitive Product?
A Review of our Loan Product Features & Policies
|
Raymundo C. Roxas
|
|
12:00 – 1:00 PM
|
Lunch Break
|
|
|
1:00 – 3:00 PM
|
Enhancing MF Loan Product Using Some Market Research Tools
1. Measuring Client Drop-out
2. Client Satisfaction Survey - FGD
3. Client Exit Survey
4. Customer Service Questionnaire
|
Ernesto Gemenetera/Raymundo C. Roxas
|
|
3:00 – 3:15 PM
|
Break
|
|
|
3:15 – 4:30 PM
|
Individual Bank Action Planning
|
Raymundo C. Roxas
|
|
4:30 – 5:00 PM
|
Closing Program
|
Atty. John OwensMABS Chief of Party
|
