Unfin·shed Business The ee f r More EffectIve Micr finance E 0 i e ing by Jame Copestake • rllllf'E c exit nomollm rh.r: beo I" l;I f In:I n micro- lIIiJDCf' orgmizilcio BS. A ddinirio [La.! pi.1pl!T xl'I re" b I1ltf'S Jldvr:nCl] liD h tbeoEr commcrn:E:i1 and 1& iVC'l.1& rn<:;[) J"'C'\·jews &1:' nudiu f exit based I"CiLuin quenit'l[)min: ;n4 fOC\lf group ecbq&, m<I,klll It jl d Il [hi1I' 11 (l. 3n 1 I ;m frp rt n Imp ro\'ecL In'trod IJC iOI1 No -Lngl ial s rvic pa kag; i ver going, to b> :il panacea and so turnover among uSfiS is ine;,r;iubl, his is part'" culad the caSe- 0 r rehtivcl poor users ho ar 'gell er· . Uy more v ,In rabJ TO risk and h ck > ncl illso limi ed in their 13 ci to pmch, 1;' ingsi,edir and insunn ever'rh less. microHn.ll1ce organizations (M' Os) shouJd gener:3Jl aim to sa-is mo,s- ftheircus orne mo, of tnedme. This r qu res a They lis e.1l ud .lernrom chose who leave s dJ a who remun. The Pl210rity of _0 have in eed woken up m Th fun It t they d 0 hVe!. n. tur: I ll1onopoJ 7 thtir U 1\' hinges upon innovation, iiion mar thi.s in tum requires tba Tbe, respond flexibly 0 cruaJ nd pOl:enda.l demand I ,his paper nevertheless suggests the lSs.ue of e. it moniwnng
Transcript
Unfin·shed Business
The ee f r MoreEffectIve Micr financeE .~t 0 i e ing
by Jame Copestake
~[;I{; • Hi~1i. rllllf'E c exit nomollm rh.r: ~lidlJ11~ beo I" l;I f In:I n micro
xl'I re" b ~i. I1ltf'S Jldvr:nCl] ~ffl:d liD h tbeoEr commcrn:E:i1 and
~oci~1 1& iVC'l.1& rn<:;[) J"'C'\·jews &1:' nudiu f exit mon.i[Dri'[)~ based~II I"CiLuin quenit'l[)min: bJl~eJ ;n4 fOC\lf group ecbq&, m<I,klll
It jl d ~\lgge-HJ Il ~ [hi1I' d~';Ij 11 (l. 3n 1 I ;m frp rt
n Imp ro\'ecL
In'trod IJC iOI1
No -Lngl iin~ll ial s rvic pa kag; i ver going, to b> :il
panacea and so turnover among uSfiS is ine;,r;iubl, his ispart'"culad the caSe- 0 r rehtivcl poor users ho ar 'gell er·
. Uy more v ,In rabJ TO risk and h ck > ncl illso limi ed intheir 13 ci to pmch, 1;' ingsi,edir and insunn ~
servic~$. ever'rh less. microHn.ll1ce organizations (M' Os)shouJd gener:3Jl aim to sa-is mo,s- ftheircus orne mo, oftnedme. This r qu res a They lis e.1l ud .lernrom chosewho leave s dJ a f.ho~e who remun.
The Pl210rity of _0 have in eed woken up m Th funIt t they d 0 hVe!. n. tur: I ll1onopoJ 7 th~t thtir U 1\'
hinges upon innovation, iiion mar thi.s in tum requires tbaTbe, respond flexibly 0 cruaJ nd pOl:enda.l demand I ,hispaper nevertheless suggests th~l: the lSs.ue of e. it moniwnng
J urn 1of Micr fjn n t'
'nished htisines ' fol' E 0 I" l\. OilS. Fir ( me c:.3 enl-it rate:- i:hcer'S.cl r ell bot:b commEJ"d 1 and
;SDcial goab'o1F :i i,s SliU un.. '>rsrned. ccond, cutren! exitmo 'wring practices rem,lin weak. The middle S-eCtLOIlS o· his':'I. er dvelofl til se rg J ents itutll. The 1 t section .ondudes ,vith 11 set'" >pecifk reco'mmendations or' ii tldfor he in s ry ~. t: e~JJy. Tb se i dude'Ih I.H lor (~)
investing m:On~ in ex.it manit ring;, ~ domg, '0 m re SYSl;ematit.;aU . 1\r.L! uImel)', <c) being more co sisrent .111 d~HnitioIl
'md. measurem'en () ex:it <Ind Feb'll d couc P 5 aud (d) i proving rot: reliab.ility n' oS('effe dveoe S 01 protocols for orettioll and anal 'sis d<Jitd. [1 wh - people leav •
Tb c e f £Ill 1', pin on .oing tion r 'se, rproject called Imp-Act~ spDDsa.r 'd b - th~ Ford Foundaric;m andinvolving a, netwo k of ,mor tban {hir DllcrO tnsoce organlzgtjons iii Ea, tern Eu:rop~ Asi • AfriCA nd L tin America. In,ddiioJ,1, the pipe-r dtaws on qse"s d· Oll'l erial fro e."itstudi·s f ill ge.bankin argan:iz.a.tiCHlS in Mr.tl::ll; i ilD Zamhia.
It is use ill' S"E1l IT Y cons! Elling prEcis~l Wh~I the term"e: ·'t r It'' (E) 01 n. The 010 onun lIUlSt! defin4iQR is· WI!P c nt.age 0, <I spec"w populallon 0' use 0 ~ servi e inpetio T ho do no[ cOntinue uSlng the ~rvice durin p~riod
+ ~ Its opposite. the: r·etcntrOJi l'ate (R) C'3.n be de ro.e:d AS tbepcrcenrag,e f u ers 0 , p rricular ertic in pcno T rh Oil
tinue to use it in time + 1. Four lCompllc,dons dleD arise.
FJ-rt; exil: ;)Ind re.en ion r, eli Ilccordiu 1:0 he dmeinterval adopted or their measurement. 1'0 iIlust'" te consIder[he cas~ of a viUa e bank'rh t pro .de 0 ,S 0 a rou ille 16·
eek d, ~ It th SeemS I b\>ions to defin,e thl! esit ii.1[E as theproportion 0 brow l'5 in one eJre] nor [~in . loan in henext c ·de. B1Jt [he lnterval between cycles Is no ,ixecL Thi;;:.isbe use the s[[uggle, 1:0 r pa '0 Ie ~Xlun 110. to· he magebank ofu~n dels: s r -ei·pr 0 the uelIT lQw: II fonow hat it is
)rJ l C(tpt z., 'e f,l tk Sol'THor- l.~ I v'J Dep.l'ttmro [,orroTt/io Il flr:r~mJll(JPkll Dr."t'tirJPmt tat 1l.:Y!' lltziTJr:rtii-y 0 S.a.rJ", Emtiil:j.g.{OpesLI.~i.'afb!Ith ..1 ,I£k
1 V lul11,e. 4 Numb;:
Unfinish B sine'
b 'n~t where po'ssibl TO me w' ex.it I' S over ~
p~riod f tillle•. a.: a ear, r ::l.t Je2S- spel::itr -he timto which p~r 'cul r tiscic J'1 f . Ho\'\' v r, the ':ali' co•.\'crring :m IOxlt fa . Or one inte.u to another is compEr, redb ' the po~ibility hat so·me l1Ser~ may return. or examplel:.lke t sim Ie ca -e 0 d ne-" vill e ba:nl wnll - membel'5:\vho complete thr~.e full c ,des ill their - ir rear. I 10 lILl!mbe'f t~e J. ion h lid. Ul'lng dl .e, On c)'c1 ddiffer 'nr ml!':mbers .in the third cycle, mel] exit rateS are as follows~ fin· econd. ,Je, 1- /11j ~O%; e~o d-third ,yele,-/1 _3%; first-third cyd . 5/_5 ...0%, Yet if tile ·.lL.i n dup for a iou'rrh ]O;UI by the end of . he cal nd.l1r i'MI'. then tbeannual e..-x:it me w6uld be .zero:
ecood, it is flee sa, ope i -f hefi:mmdal emcl:. In the above case Of example .it JD.ay be thatW11il . several m(;:mh~rs 00 loan holiQay b on irrued \"0
make savin s inm [he: illa~' bank attend meC'liobs Ul.d p- r~
ticipate.: in 10 cmal Io,an J.cti....i ie-s. If so, hell ir could also bear d milt de to c ,de m~ml ership ni rue w zerob~\-we n ea h. y 1 .as w 'H • v' 1"' h "hole p ri d, h.c impJication lS tnat an r ~Kit r te ~itatistk: sbo ]d nOl; only speci thein.e .al bu I.lho he' rtiC1l1 serv'ce tow . hide ,
hird i su coae rnslh lev. of 3g;gr~Qo;'ltion. h r smay b~ high at the group 1 vel but Teflect high rl1res d, swiechiog m 011 grou to :llloth r. lnde d d is m}' cdve!, bet'uc utaged . !"J-T1 of the- pr ~ by willen member ~tk ()a~s wicll other wbo h ve simn. .isk pr file..... 0
exalup!e strains may appear' illage bank rhal lS to 'ing 0accOmDiOaatl! ricber or mOre d uamie members wi h rapid!
t iug debt c.aps ~l: Ion side hose 'tV 0 cnno{ lfiord thrisk: f king on 1 I'g r loans lhem$el'i'C , not ro nl mion the:risk f guannteeing the eve:n Larger loan'S Qf oihers,
F UI" b. wh p_ossibl It .is u dul to di Lin _'1.11 h b w e~i s r.h r reflect negacive Q1" posjdve/oe.lJicml e3:perienc~s 0 theus r+ _ mining chis. < nei the di:s ill ion betw n p I'm. n mand tnnponrry ·it roducestb.i:! foUT careg.orres- 0 - J " IS
Volume 'l-Numbe.r ~
Kdati d_Peiluanent
Posidve/ ~ eu r TExperien
raclu.l .on Re>trn
egatin~ xpenence Dese,rtioll Dr pout
UJIltmaril.ed i ble 1. he xJ r:.\ e' bO'Lh 0 i cd\'ely me.-!\I:lrablt." and neurral witb re-spect IO wby users Ie-aye +Uld torho .. long. In cofiuaST orh fUltJ.I'e .inmndon (t. e·oin [" n r)anti pasl ::cperienc (~ood or bad) ':;In (ml be ssessecl subje .[i e1, whc:'Lher by le-<1ve.r th m dv,t' r b remaining ust!!o or!it • But where poss'le rou:rine c ssifi·cation 0 xi jutbe e four cate:gone·s m'lkes .i'L: much more useful t,o moniIol'ir rates overdm or comp'are .hem b ween user care oriesroups. branche's affili:.! ,s.Or d.i f rent IFns.
It is dea f om this dis us ion :u the ask f r 'Utll'l"]·
producing compFl.r b1 exi.C: rates is far from trivial. rio mudtime ~f1ci ef on; i is WOf h inv~sting c produce more 4euiledd~ta d pe-nds on. its usefulness to wbich e now rum,
,'hy ind ut.ore?
ommCI'CI l mpJication. I) a Ri in ·at
A risin exit rate may indjc~[l! major ~obIe.ms lor;tn Ian even lhre" (eo ItS s'ufvi ...1. sers' m ,y be unbilPPY withtCI'ms ami concUdorrs r with relations"W' h st .. The ays itchio 1'.0 competitors. or over 1dcml nd In )' be iaIling du.eto a hange in l,he teo' omi, climate. n the 0 her hand highFInd .dslrig exit rntcs may be 0 set by rapid growth i.n the, .mber . ne d tet:urning u eu.
h, short·run :lucia! >cost 0 loslng;.1 eli m l.S equaJ (0
the resuJrin' loss of furur r ""enue minus marginal cost sa..·•1tl s. inc che e figures v 'widely. MFO ned clevcl p a·
Volume 1\ umber 1
n j ft is Ired nus mess
Iypolo y. f user, monitor exi nltes from ea hype, ;)'l1d stJ·
ID'J[ "[he neT. revenue loss, per user or eatn,
m~b calcuur.ion ;U 0 inllucDce tstimm: of lOl:l1l netr Y flU m lifer n fS ft". nd ~o have i m ]j - i lIS
for marketing ;;'lnd user dc:c;:tioll polley, Ther .m~ usually fixed!osts associ ted with recru"ting and inducrin a new u er. So if
exil !dre.s or . eret 'lypes of user mere ~hef1 he -. se'orin urri,n.g be e costs needs' 0 be re .ewe[:!.
In the longer cnn changes in exit: ral:~S also f, t 1'l!~U(,
tiOll d goodw'll. Leavers m y ~preaQ $torie$ tha deterotl:ters. Hi h exit rntes associa:ed i(h ad etse w lhrc effectson users rnav a]so s e wa· POt ial' v stor,!> rom the pri."late sectol." as w~lJ as donors) who !lIe }C lou f the-ir .repura-ions. Thi m y is 0_ t . f ,1ph ], (l 0 sih] also the
COSJ of compliance wii:.h regubti o. An inet~,a;st" iii ex-it rates
ma - also be I ad indicator of::t mor wide p ead 10 of .god~a.mong useFS. which may sUbs.~qllent1y lead ( cOrrrracl
e on::emen probl~ OJ' cV~1l po1iric;d b ciliry."Ir i w nh, illusrr.u:i ng so f porn numeric,lH.
r &impliclry, consicler again tile qse: f, v.illage bankingorganization. l : A key det'ermillam of comme'r lal viabili itill pr du,c;tivi t and hia eh-l[ raLes aF,e 11 :.cly to r--educe dll5"
because {fixed costs :;S it red ith in uclion •n SCI" mingof new her. In he word!;, high exit rates inc.rease thee ort r quir'ed to achi VC organU::aional I vel ,economies ofc 1 by in ~re~si-llgme total on lio. .. ble ~. sb oW$the im 1i
c 1:10 S 0 differen c de-c Ie to n en ratesr a villageba.nkin· orgmiza 'on (VBO th I: recfuus 100 n W ITll!rtJ.bersp r cycle. ssuming' 0 rejo' ning, \'l:'i ha '0% cy(:.lf!-c d eXlra e, be total active membership gn;nvs to _ in 15 cydes
here.as v ith 10"- xit nne, growLh is {CI 794. I "he 0 Xft
rate, he port olio st2bilizes, with just ovet- balf tb membership at .m r tim h~in amp] l:l!d rhr~ c' les or ill Ii!!,
hH~, \Vh tb rL {to:,n; 10 xlI ( h fa io c:d rwbi,ds.
JOU [D Ii I 0 Mic:rofil1l1nce
Ia-bll.Simul. tede'ffec f e 'i rateand co po ition
o~l number ofV13 members
u :r- grwth
10% 20 '
o o
49
o
..l550
fUJ·ther- £ rtor is the tendt'ncy or mor~.t~tahlIsbed[ISE"T
Q gradua.e ·Iar.ge.r oallS resulting jn faster port! li.o groW't:hand re oed unh O~. T ,bl ominu wib .11 same hypo1:heticaJ e:{ mpl~ but makes the dditionaJ a.ssumptionthat5tamng I.oam arl! ~aoo and arc irt ,reased for repeal horrower-sby ,a stand d ev le-crcle loan increment ra e of IJ' _ itll aC exi raJ he AVer-ag 1Q II ~l rise 138 • £Ie I' s'x
.cy] ,but th n r ,p o. U6 fter 5 cy Ies. f. n xi r.1: ,f10%. in contra.s,l:, average 10a.11 sius d!e 0 157 otltU sh: )'cles,llnd cominue risi.ng [Q 23' ..ter 15 cydes.
'" 3~ ·6.t' -9
o 12-0Z
1_01571S~
20
.0% exjt 30% exi
ior
olwn 4 ~, ber
Unlini .h~ I Bu in .5
Thes s.imu.l rio s need to e ill eted wi 11 C f ~Cil.US
in pra.et.~ t: cK.i rates and Joan increment rates <lr n independent of ea h mher, R ch r, hl ·h ('XH nln~s rna r flen roc, SJ>
00 acdvel - . xduding b e emhers with leaS[ [OIPilCit)1 6
aDliOf'b Lrger loans.. TllU~ II mor reali..ttic cb. acteriz. lion ofo1ihoice j C 111 are I er~tgt loail .·Z~ For nraregy of:
-growm thro\J.gh a,st 10;11:1 • cremen r res with high e, i rates"'with I:Trmvtl:t thrQugh low increment ra es wim low ,e~t
rates. ~ In other •or-deS, hi ,h, -iL rate~ ma. be in rh Ma.ndaii.n ere of l:hel • 0 lh "X' m h~ the r fleer s' 'c ·fulcreening. out (in tlle pre ence 0 in1Drmatiol:l. as mmetrlcS Df
maS It t:mber Tidl les ' de'bt c.apacitj, hO;iF likil to be Je, ro itable.'1
Th.is dil'cussi n raises questions about th ~mpc:" or di ferT
ent r videI' r po ition dLern.Sdves wilbin yn. ic m3..r L
~ 're compe i lo'n i limited. :-reel'lID OUt p orer iHld. les~
pr.oEtablc members may be fina.ncially advantageous. BlJ,t
·hen cotnpetit:ion be om s more a ure. it m bee me a:nunJfordable 1 _Xuf '. The hallenge iii then (I di er ntiatprodu t ilDd '.rvices 1:0 rene l h requ.ite.m~nl· of diverse
pe of user.'· Mot ' nc:ra.l1y 1 i d" hat ud i'ategi~
positioning needs ~o be ill' orille b re1iilble information onho lell'ves <'llld why.
, it futLC' ;l.nd hI;. cUbdng '0_ e...[endoD has ,l.re-ad· en made 0 the OUlm -rei 1 risks of
being <lS~od(ed wit user who le-;rve because he ' are made to.
fer; Q cours~. fOI". ,Os- he wellbeing- 0 their u er is alsO'go.l in. il$elf--ofl:en Lh . rim~ _oa1. High. or ri in ~l rates.
should. th n be a ca se f r addi io alone rn be' a e they relikdy 0 i dicare th-a us~rs: are diss31Ll!< led wi b he quail. Q
th er""'lce~ t.bt are rc!cei"iu . Ha ['I Cauti 11 is a :U.n.D'ed! d in inre ling tao Ex.iT r r, may ,e elCt hi hrale ('I gra ual'o ~.if so e se • sr lion improves enoughfor h m to b. abl . 1:0 reduce d bts precautionary- Sa\rillgs andill :urance ever tht!Ii so ,mud) tht: betlc:r. :fI.e-xible st'rvice.s that
Volum .~. ~ urn e;r 2 7
J u n I f Jcr 'il]
all 'I; r'stin (lOall h6lid $/ for example) re } 0 Detail'· [0b welcomed.
< hnrd headedi lib-era1 position i$ that i' aQ 1·0 is it e1inanci Uy elf-sustaiD<l:b1e ,then i is also like] ? to be wei are
improving, regardless £ turnoV r., irs u.s !L I ellce tiler isno rreed to warm:- r haUl: eXl on \VeHn ru.n s ilL ;\ • T.'. .
araummt relIes he-a ily ott th princ:iple (of Ca 'eat emptor orbu. er beware) that use ~bouJd btl r spMsibJ for the
OIlS' quences 0 [heir 0 '0 ;JJ ,tioIl.S: b~li fillS om\\! igh costS itheir judge.menr l!> ood, an .if i ' bad 11 n hI!' muSl Ie, en.he h.1 d .ay. F 'woul d' u e hin ind'vidll:li bo ld n.lve
the freedom Q j in new illiri~cives• .such as :;J. local viU=1ge bank,if ~hey s de, Jreo ,aining T lnlS out a h3Ve- beEn l3 foolish anof bravJ<ldo, f j , they joined with iuaclequat'f! under an-ding ()the. .ri£k·. then the' .sh u.ld g l1e.raJ1y MSO be1!r .some re.spon.
sibilil: or the. mnseq1..l~nc~"S of (t1~i, d~cision. And a tbe pro"'1sion f mjcrofinan: c crvices becom.es mote cOlli.pe:tjd\,c so'in exit [CS Il1 Y reflea rdco:me' widening 0[011 wner'hoic .
: ne of the a C 10 f hi aTgum nr i' ll.'ut it greJtlsim IHes hii.lsk fevaJ\ui g wlte. he, loves men ill expand-iag [he, ale or ~u.ch fi rvi is successful or 1101;. So long .a1lSers, are ee. t leave, ~o Lh.e arg-umel:H goe-. th n the longte.r:m. comm.e.rcial per mmanc of .the: l\i[FO itself i$' 5llffic.ll!ntcvidlmce of wh ther in\'cs[in III l[ "id e ,. i.dt.r nct socr 1'bt'ndt1S r n t. Thus it j DOt nee SU, for public cCount-
bilit r 1JrpOSt: ,[0 en ,g iarbe trick .. aDd t.x:pmsivl:' k Jtc~, ch.ing imp cr in orh r ts,
i wever, wi minim li t poin of view rna . b challeng,edon v, rious9rounds. Marker.so .' a d.1 services err 1}'p~:rfe rl~l CQ.mp thive. P oyider' i;' pa 'cularl' likel;7 to, nj some mono 01 • power in s.Jurns d remme are:ilS-indeed j mal' neJ;ess.lI:Y 'nducemen 0 them 0 'Workh reo Us so b n lhd p 101:' .in ormatio d e peri-
ence 0 1"l1e de '\il and long-rID" imp]ita~ioIl~ of h on ract{he~ ene m 0 nd tbey m'<;lY do so - de peril ion. T ey may.
ohune' _ umbBr 1
-nHni bed '51.1 illes
then !lot be in ::I posidon WQre campllance ·itb the terms, 0
tn ir contracts ii particularly impon3m coosid ration \ h(m itis the Il r" he!llll initia] p .rID Dts.1n. mm mer; .1r '0 d
rounds for b lie 'ing that in t' p:idJy ban in 111 rk [ man)'ulnuablr uSrS r likely' 0 ~ "ume debts ili E uh:iro:ltcl de
them mr harm than good, And hilc the .Ill y be free inbtory r Ie,'"V!!, tlt fin 11J LoU olnd oci I $t, . of in, s m. "c higb~
For -he e e3. 0 moSi pmctitiont:rs do a<; ept the need 0
monitor 01.1 rea(;'.h () M Os ver ime as weB :Is tbeir inan o
cia] p rfor mee. B111' w}m js 1 In by 0 treac nd how doeu relatE t ,exit r-ates.? N 3Y:ili 115' chreincr e e.r.Gonzalez ega and R drigu s11 a (2000 distingui.:'lb be weenhreadth, cope, w nil to use . co to U $', epth! MId length.Br ad b n~ ers [0 the: numb r of people with. access to fioanci I.senrices al an, momtnl in dm un' i.~ rdallvd unprob-I rn ti. 0l?e. b and co t'tog. ra d.e e l'Oe- .he quaJi •of thl:: S-~rvLC;t'.$ in tcrm~ of th~ hange hey have Il uscrs' -wdl~ lag during an. p,eriod. Dep' h 't.ke into iiC ounltn.ec nden . tor pohc makers to gi.... higber social value to suchh;m es if rh V He t poorer oplc,l1 Th., t le,:\\'e:! len rh 0utr b, wh.i 11 Qunds like b pee m.li lev:w 0 ou
COIlcern wi h exit rates. 'avaja - eL a1 (lDOO, _"%) I;..'{phi.n I ~
si nilicance in the foU ,win. w, '":
Length 0 ' outre, ch i be time r.un in which 2 microi~(];in e organi.2.ati.on produce! loan. Len rh nl:\H rin e socj y res;. tb w~lbre f Tb po bo hlOW and i) hE' mute. ithoutE'.Pgth 0 I litre en, a
in dl(~" hOrl-l m bm re~k its 'l,'lit: ~ TO do . thelong-r . " . rno e eng'{h r quire mor pro it irhehort-t TID. This mean highl!J!: pn e5 m ere co to
u:sns mel less net gilin P' r u er.... The debalc overb .so i 1v e orsuuain biHty binges on [he eHect 0
len h.
Vohliur N 1.1mb r 2 9
JOlJrDj,l of Microfinancf'
A probll.:m with this defini.tion of length f ol,ltreach is tb.u it, ddinC'u sole]' . om the p-oinr (l iew of 11 provide'!" f'I • In fiO d ing the II thor . pEckl' SSUnle [. . ~ e i r t··
:are i e1e ant s.o long <IS Ilet ;lit e i' <Trowin er i 1 • Thihi S;l. ~ rong v ue judge te I bou b re live w nh oftho . h enjoy SUSt lned:tc s compared £0 thos,e ho. njoy' tempor r and exit or ne<ta Ive r dions.Consider the nunitrica.l r:xample presented ill the last S'CCti.OIl •
. er 15 qrde$ with -a. t;:yde.cy~leex't r r20% -1 a t'vemembers will rl!rn-iUj] 0 thl! 1,5' i iDe-r) 0 ly half of whowill have taken mOre !.han three 1 nns. Ass~in.g a lQuIt [ACre
merit ..u:e of lQ% r,bel1 the 11J;'e ;g loatl siz~ will ha.ve morrh311 dO'llhled tQ .$133, bur a,[ w!,; pdce ro .:aU .hose ~xh.i g?
To lim up at! undc'candi of how many u ers le~lv and",'hy is: es ru;'al ior'atJ bal. nced judgement aboue the overallwclfar impac of m.l.crofiillmcc tn"icc:S'. In 0 <:1' words, cXid;lU is po . U u efu.1 n.on! foc cit purl? c.s of marktrresearch bu otlso informing pu.blic polic); on [hI? tr d~·o fs.:such pragt.ullms email. But it: is perhaps .possible fo ~o further. If p h'y m::lke:rs .have1lD understanding of {:05t 0 provi~
.s:ion oreudtll 0 ouueach. dep[h QUi each, and wh peo Ieexit', then pel-haps' .he need fer lr:ro m do on quality (I em:reach is greatl redu~d. wdie.s, a:'lseS;Si imp<tct or qualh of<> reach are exue elyifl.- '1][' ' 0 reHa.b! d cosr:·e ttively. ,0 che q eS~lo ari,e t what e en does xiI mn'·roring 0 er am e I'eli bl .nd CQsr-eff c ive aher 4riv l
H w to Find Out fore?
A rut flow of xpl. uions for change. in e ,'( r:t
in lt41bl)" filters. hrough ny MFO lniQrmaU . 'Bllt sue fe d.back i"5 'ubjl.c'cr. to bias for two re:lsons., ir54 i: will be unclearhQW rl!pres' ntath'l! ell erem ex,-phll tions are! a th~ overallp[em!'e unless the proeess 0 i merna lisI:e 'ng i.s un sua. I:S • r:' la ie.. ec d, staff may (:hems~ly s b factor in e 1'1 Utmg. wh - U'se iii 1 avin~, 1.1 dl'eir cxplm.a laD ill c- rr '
Cl olumc NumbCl""
"nfinisae.d Bu tness
tlUllr OW1] S tegic- bias (sec: belon.,,). HeDel: moU S mUcda . calle' lind .iosl . j mUSU3 1 be ju tifi d..
bkj' g goodt deficit of inf r cion 0 t who It:'llvend wby presents,[\iff s., idl a serie~ 0 im:errejated '!:Dew d
oJogica.l llisues. This seaiOIl llighli.ght~ the ollowing issues in.urn: .how tQ build exi moniwring 111£0 management infO!'ma~
tion sy'terns' noosmg be.tween diffenmt method.s for collettin rupplertte' ary <In.'\:'; nd' r .min questions so tof cili . re t 1ysi and in eu:ti IL
T 31
N l1lber ofillag~ . anks s 5 5 5
otal cucrell1:-'de m mbership 66 104 l36 131 47
L Ho-curre t
de exi 23 40 40 2B 131e..;,r in ·tE ~
turre.m: eye1 _5 13 37 1 96,Las ycl
m rob hip I I 1 '"'g 70:-Last-w" e t
cycle exit fi:H<: 5.9"% .5% -8,8% 20. ) .7.&%embers exiti ngafEer one loan 2J 14- 20 H _3.4~
M.emb- ts ex.iting,frer t o IO,aIIS a (; 14 :J.l%
M~mb £5 cititiogf thre 10 a 0 6 5 04%
ie.abers ex.i:riogher Jour loans
Volume - un er 11
]ou ,J of M'
B'uHdin xit Monitor1Il.· into Mana!'tementInform:ttion y tems
The first question to consider is how Ltr exit mollitoring canusefully h unegrated i to the .5 ....stem for 'oruta· in~ ov·eralltel Lions berween us'tI"s and the :MFG. Th be f prion will
I vi usly v . berne!! MF s n leas ICC' rdi @ t ib ifvaryin~ om.m.iun IUS [. omp.uterization and to .de olviogbo h in ~Qrmation and e' ion m k.in po er. enr 1ized organiz<1ri uS (FIN A. fol' example) eep complUedzedrec0r of .av' g loan;. and other serv'ces being. used b r' ividuaJi froI1l ·hi h 1!x1 rates Can be generated. Th~ ~. Orrtt2a
ri n 3y Is- ep I 11 fit witb inform Ii J] 0 itorms that. leavers are: requi.red to answer before halving .sav~gs
re urne rot!l·em, By oOlbining such infO'l::m..ClOIl itll d ta
collected when users first ]o.incd, i rna be passiblc <:i aJJ<l.1 'ze[justi 311 l:h cham eri'srics of b e who leave in clt.e same
w y . -$ organizations <m lyz d. aul rS for sa crec!i racingurpose ,Ii
lore modeSitly it is use ul or y' age ban -·iIl~ Qrgaaiza
rio to moniwl' how exiles. (. according 0 both rbe agecohort f village banJti and of individu'al uSers_ Man.y FOscann t yet pr duce e j f1'l.ed \I. n d ecessary to prodl1c5 t.h inf'rm ,tio Il ,uickl)', dle -p1 r, • nd roll.tine1.... Mem .hile
im,n 0 e' rat s h· ve to e b d on sample da~a
eXlfaued of~eD;l painsukin ...ly rom paper T~con:is. Table' 4' illlls"rr l:es_lr sum ise' i.n£. dOllon:cit betv,,'e D [h.e cuitem::and last lOaD c;ycl·s from tWCD vjll.l.g(! a.o.ks in ZWJ.lbia: Ev~sel cted:lDdom.l it·m aU • g(' b nk cune.nrl' in heir 2nd
rd. 4th and 5th lOaD cycles. L~:>t'l:iurI"em cyd exit r:at,es arefi t al~ula~ed for each villa.ge b nk pbon and show adecl'ning trend wirh age from 36% f et the first cycle 02: %'(' r thi: £0 rm, Th second pand . f d 1:;1 J' eaIs 1.u ·thtse r;
tlsfi 5 bjde te fact th I; most exn~<; are acc;·o.unted f r b to.bse
who had.onJ)' c~mpl (~d one .or wo cycles-even i[l the.oldervi l:ilge banks. Thu one nm mmen . ion '0 his p. r !cub-r
v lume 4 Numbe
ta collection mah-
Scm tured Focus In-DepthI.ndi ...idu Gr p C. ~
Inlcrvie-w s, lScuss lOll Studies
T rene'di erSltV f,expenm e"lIDong Ie vers J
To re e 1 depthud c plexi
.0'
e;..'P rience~ <1m ngleaver
T el !ute uHlearning aQd b {
direct opera-iunaIu e 3 1 ~
J
o facirla e an,uy iand c mpl.mcna~a r om. om r
s· uxces
ru( Wl thar mOre a.u nrion n.1! ded 'to b~ pa.i to t.hl! tnducnOll of new members uu:oold banks.
Me' bodsf Primary Da( llectlOD..
Wh re xit forms· ontaining q estions about hy uS rs de id·to Ie 'lie arc not: ".led rau indy, eon!. alrcrll3tive is [0 'ColIn' uch Jit I], a $,olmple ba.sil>. his C! lion tipl .res thre~
m mods for .oin: lrticmred individual im rvic;, S 1Jsin .redetrmined qu· stiOnDaire: io t -5 group diSCl1SSl0nS and use
of pattici ory rechniquc:s· ,d in·depth CUt stud p uu:crvit:w
Volume -1- 'umbn
Iourlla I of . 1iCl'ofi na n.ce
mth iodh'iduaJs a.sed on '"Ion" or semi-structuredesdonnai.res. I
'
Choosin an appropriate combilHl.tion of h tbree dependson the balance bern'een co!;[s and. u.sefulm~ss with the latter. epending in .rn on rei va reliabilir ,:md inlelioess. TheiS5:ur:! of rllli3biLir, m in .turn h~ broken itltorwo pr hI III :how T avaid sampling bia$ '01' reflect the diversiry 0 Jeave,.~'
eKpe.ri~ ~e); ilnd how to do jllS ice t the ffilJl [ipJe -. ebehind each leavers expedence Mldavoid b.ia.-ed. responses.Reducing t:hese problem.!; . be n i e d since resou cesa.re a1 " hmi tel ·a ':udgement. i ceded llbou 'b, I CO!! tltutes .. optimal Jeyel 0 ignoran.ce. ost otlsiderations dictateth.u: ~nenIio [5 p id to emur th:n d t~ is :direcrly useful ol
pos i !; nd h l lh ill thad .·n be r plkned s'l \Tel'time. Tw.o important issues here :il.re whether the process 0
.clill~ eallection is. itself meful for I hose irrvolve-d. 01" pm' 1 '. X a ti ~Ul' ho· ffe livd' the d ta can be 01111 1n d ~"j hinform lOll from· .ther ources. Table. .5 provid. a i: ntative
.l't\nking of t"lle hre met 0$ l rd tion tbe e· f(lu lllHle~
'hich ~r h:n di l;USS d i.n tUI.l1.
Di er ityF rmaliy, h", ism of di rersity is c;on.cune with amplin<'bias, and CUI be deah wjth b se ecting at random a su Iicientl1 rge s-ampJ .of 'odividll ] leav rs at gro ps .10 . t:e iew. npr i c: it is Ie 1> importan-r th l: theaIl1plc i~ So :tristi < 11 • r pTfsent:uive han that it adeq1U ely covers the main. typ S 0u e-r. ud qu s.tmplirtg. ill fren $uffi e, I- tni 1.101 , pi 0
siz.l;s can mClst cheaply obtained lIUOllgh. struetmcd ind.jvidu.al ilJten,'ew;s, '~mple bOa will neverilie1eS5: be pr'esen,be ause of non-response ·.aIIlon p,.nicular types of Ie-aver. andthis i~ wb • routi.n collection of data as part ofh-e exit pro-eess( die lien in the· pre· lou ec io) is ore eli.abl }'
The nonrespons~problem C.aD. in part be -addressed. by r-dy~
ing on in rrnacio-n born ,\:;l r 0 her g op men b~ I j.:a hert!:tan lea ers [h illS 1 ~, Bur tru raises addirional probltms.Tbe!it?" .are Lllmtr ted b r T1l.!:lle I) hich i base.d oil he sample
\ohmre Nli,lm
T3bh:
R ,_~llfl
I IIIb t' of 0;1 ffi'en :\VcIl; Inill 0 pea mtg. In pn ;lIe illl .,...... i'·\
1il r 1& I , 1_ JO~ $- II0 0 0
J 1 3 140 0 0
0 7 19., " 10....III" .1 0 0
0 09 11 _4 3
T fal (per 'n ) 100 100 100 100
TN .•! (n\Un c 0' ( b-sen' fiom] Dl 8 ~8
JOI.lI'D aJ 0 MIcro f.io:illJ ce
dcscribt:d in Table: <; bul:. r veals the pliml::.t~ planation for (!xilbas:ed on post-interview ~on:in1; 0 unprompted res-pomes. Inorder ro e plol-e potenti 1 problem.:5of bias tbe quesrion WM
repeaed for different roups 0 - respondeD S.· The first colunmhow dl,f xplaJl cion for XLI; provided j,oin Iy by vil
la~e ank ffililllbers a On of their r urine me tings. This ~ders
1.0 11 I members who exited "between th poe·0 S TW
c. des. Th "~cond column di p13Ys. h results or lh 5-1<3VerS; whom the researcher also succeeded ill i ervlewino
ptrs nall'.... 1" a~()n hIe ex te as mmpLion ould be Lb..would b h<lrder to jm~rview tho that the group claimedject for -f uhin., b t ilii ;;t, not me .> "N irh 1:' do
explanations Or exit of emd by village bank memiJf!J"S and, nell:' loan Q' cer cliffe. muc;h-eXi;ept th t the. for r appearedmore. confldent in idtm:if lit me·mber ~ , thought likd· tobe resting-.
1 .0 t t, the hs colwHn i.ndicatesrhat b Xl Innber!> th.e:ms.eJves 0 ,n dif ere - om r: malJ1l1lg useTS-- in t.heire.xpJan.:ariO!1 oJ'} ~ ving_ ' irs., man: cited personal, bousehold.or bminess diJ£c:uld·s s "[he ill ion' or- eXlr-re onso I n hidd n rOIn The loan officer and even Di:he:r members_
and., d1ey icl'entifie dis gr em n ov m ag e 0 rhe·ill ~c blink or with ilic Oan ffi er as the prim .rC-ason' Or
flU m.g:.
pthW.b re resour es t car -, 'e ne d"tO nsut d pth, deti ,and qualit 0 responses rom leav rs m.~y omper;e with theneed to e sure a equ<al: bre:a:dth, dU~feb. raising co pellngpre-ssuctes. ith:i ixed bud ct. dive:tsiry poirus towards l;1l.Suring 1::11 % r ~ ] ,·z b u.~Jng a sho er qu sti nn ire withl~s cxp -ri!!.l1ced inwrviec rtt. Bur rh lnform:nipn rherthobrained :!hout e", h resp n.d.-ent will be mucb more limjred.An in-depth case stu.( ~houJd r'ide.:;;I fuller aCCoDot of tbsequen e of even .s that us d $omeone to le,we. bu ewer ,11
be compJc:'tecl. Om:o.pr.ion· to ombin.c: "1 rge 5ut"ye • usingverr short Ufve 0. st nd grol1p merri ers, wirb i .cleph
16 Volume 4 • umber 2·
UnfinIshed Buslnes
case s udies 0 III sa a 1 SU'b'S;l ple. . adler is to 1 cr:it quotasample fOr ~.ach predctumined user type .1.I1d. men -. n;' au a
Smit1l numb r sh rr ;is - rudy intctvi r usin s~'-StrllC
rured que loon;llre. his ppro ch ;' ~ sl;:dfurilier inCopestak~.JOhnSOD, & \Vright (2·· ).
II i )bo cb Henf;ing [0 brain oth div r· and deril dvlew~ through focus D' oups. Tru. t h n eded an nt', p<irtLci-
I) 5 H t.h '.u'~ t b~ open and. JlOnc·st ab iut their differmgexperienct in .ca h oUter's prescnc , Ye~ vllluge bao.ks arto t~n flyen with internal conflict tbat -even bighl ~kmed' ac.i]i atO!' \ i1l tfuggl to reveal an man. ~ arr. _OO_}, Wherethis i the.c:il e members need. t e broken into -elf dec: Inaub-groups, btu cllls L ds to the ttIllt required, If such prob
lelJls re ig,nored fo u gr up dis ssions and. sSQcia~ed· articip<Jwry exercises rna generate information tbar is eithersa Lti e . or re' Ct5 .he vie of;1 .domin .at minorit •
Illdu +e .Leat'l1ln
A POt mi 1<$ ren I:h of the fcus group appro b is dUe it c-nIOster Ill, re inc1ushl'{~ ]~.a:r'n:in~ among hoth participa ing USerS;
d '.. r' e in ,'j ~L em, indeed b sf [l,. in fin crna1 con iet, ;lnd orne 0 • 1l111,y be unavoidahle, bu it mit • ;lIsa
he p n:iaU, ge enu;ed b. lack [conl1l1umc tiOll 3.1ld dialogUE-,or by a break down in relati 115 'tb st opestake (,,-00_a){or example .suggestS thatilJ c baw me: ·ndergo ,I tranSJ-
iOIl ' ri i. after three 0 f 1.11'] des, will rna e, c-erhat d by rapid stili urnovc:c and lm:re,i!Sed re: aymentproblnn ·as 102n sizes mn alit:". Eo e"er. maximi.Ling thepot lIua1 fo group discussion to cOluri ute to unprovedmutual understanding and conBict rasol tion is nat ·01. andrequireskiH and oft D Xpf'1lS1V f cUil. tion,
lndiv'du.u. in erview III 'als a useful te:uning experi-~nCe f r user, thou, n111", ob...iou~l_ ah mak demands On
users' 1m· Tht case for using staH s in erview ts 1 mOt
problema' . In- eprh case udy interviews equire prQ Ing~ndr~cordin.g ·kills as ~]j.. • d vtee f ~ta!clLmenr wb.ichjunior f :Ire- unlikely {) h:lve. ~}'. c n b .more an,
hlln u:~.1
Jou ..u~ I of Mice fiuan e
traiD d ro c. try OUt pres :1.1 lure imervi s.uJ,d pos 'bie iCan be reduced by usio .. S1:<J: f rom one 'area t i:n ri ';" inanorrt 1'. D f f r example, has l I'l. .•his an ffeaive lITe haniSJJl for _ {l~arJJ.ing and no' -fcri:iU tion f ide -:Somuch b t '[he' have. ellcou..raged oth 'I in HonduTfli(0 do the samt:: (Cupcsi9.k _CO.b).
Addidon lit),
A fU1"31 i."S:Ufl bearing on choic me bod is the e elU"L
'hich in omu·cion an b com ined ~ncl join I r :mal.yzed 'tbdata rOm other sou.rces. There are se era.! d,istmC,t al;petts tothis. First ,here is .he qnes io (already di cuss in thf I
e. ion) of tb : [em EO hicb dat:;1l cotfi b~, merged to Cl"!!arf :a
sm~le 1arser database. By merging ex! :md elnry dau for r:he.a e sampJe oILl,s. for ample, 1 i. 0 sible to aJuJ ze he
Guesiion . wno le;aves in mor deptb. ecoDd to rh xt ntlut d aID metho is tt-pe"'~ed nd/or replicated in se'\I'erallln:AS, [here i won: Si:0P.c lor c mparati-vt .m..al,ysis: Por e:urnple~ ill r1 Hondu n c. se ' ' ed b ve, 1J inv h' mem f
mht J.1a or ;,uhZ-a ipn ill:] it possibJt> to pLod .c. co •d l.uclara ahom: exi ra,i:e~. or ea,cb partlcipat.ing: and also. gj;re t fmdi.ngs for' he whoI sector. Third, U5~ of more[han nc method Can b t;ompIltmeolar... FOL example, Eae
sampl surv -'[ 1)r provid . bre;u:lr:h and IlI1 ·i.tJdi :u:i n of bE!!i I d' importance 0 . ermt rta. on for \ bil~ 'In-dc:prhintelYlew~ d.uify lines 0 C.!! sa·dan. Filla.11y. Dverlapping lind.lllgs base on differ ·nces perjui[ eros checks for onsIs encyand aVcnueSo. n:h r ill'Vestl ation, FOE cxamp e lndependeo[' r tlkin f re sons for e' 11: b. sl:aff and u er roup rna"highli~ht important di.f,f,('!'ence~ .in the-ir p int$ of iew (seebel w.J1
famin 'OJ d nat)' [ of Qu .sHon •h n lntervi~ d lne users m y be re i m. ~bo lit giv
In Ell fuU. Story of wh) the J., r .or m:S1l • reMom. he Dla!cd bold about ad:mittin hat th"t'lr usm 'Ss has iIed, or Liu
the' exp ~enced pt' blems as dire£! resnh of reak.mg an
1 Volume -1. 'limber 2
eas n Ii r r m Tural and lll"b. llr~ of
.xogemm~ fae I;:tn;
tlsine$ p .-form] g]'I r 29
Tra.nsfened [0
:l.I.lo-rhe a a 6Pres.5,Uf fro 1 spous~ J4Would lik~ 0 t.l.kc:
ll- break or - de 2.7mD~SS (!; 1 r family
ml...mb r)Obtain d formal
mpJ. l'I
Need·ed acce:ss [0
sa:. mgseatb 1
ubt¢t.:t.l _9
~2.1
H.98.5
6.7
6.0
.7
C.JC.2
7..2.1
696
62
10
m
2.:1
D.1.3
II,
1.9
1.51.
5-.1
actors p te.Jl i.dl}- v..-Lrhin bank caiicro](H -gu3r'iUi l;tedb . mhers .n 5.2
Loan de auh 32 S.aMissed lo;m
I p, ymen .1Misuse-'Qf VB fu..ods 0.0Poor -art endance
O:r late fOTmeeung 11-.7
il i.ngs he10the required amount l.Ou'n d lootn [.romotD r C.ilC· -'l 1.~eded a bi..- .' lCf<t1t 11 1.7
Disutis I~d ~, irhIDflLhodology ~5 6.2
V. me ill S.U':
67?
6
1
1.1
.8
-,5
].5'
3.6
I ~'n301
'ublOt ITotal
H...02
-.711.
WO.9
18
Journal of lic-mfio DC
l'v. ,0'5 policies w.i[b .respect to loan 1.ltiliz.riOIl, 'or exampl.
A>klno the direct question '"\"l;.'h ,did 'ou 1 ave: h prDgram"r rely re ults i iaccura f inform tion, DOT exposes; the lIDdero
lying •. son~ fo e i • p:rrU ularly if the questio1Je i$ a memo
ber of !>faff. Sim.\J1 it:z (person I comm me 'r' on) r pons ~ at
when SEF in Sou h Africa staru: ex:i( S.u <eJ
Eh s ' d r
respQo e were usuall th I: lea 'en Were "resting" Or had "f mil f P 0 h~m.s or "go_ a job." In Illany cases, hese reasons were
sywp om ci of de p problem Ii '&ed to the w, y proo a.mparricip. tio.n hnge,d p(}wel' l' 1;1, i widun h f mil ,r \)£i.nancia.l diffic ties (nd 3." socia~cd h m~) rHin frombusioes-s failure. Only irh patience nd. gro in truSt" (h mein 'part of a de<JF unaers andio.p' of ho informa' Dn wi. 1and
w'U 1:10 be used) C'Ul these I?njbl~~ be Dverc me. E."l:U!.1l.S1 ~
pilmingo que dons is s:iem:i I! as' c du.l training of inter-
'lewcr. nd particular c' re isneedea whe quesTions have to
be tm I rand! when lh re are ignifican{ 50cio uhurlll drfference ct cCn intl!'I"\'ic 'C.r ~nd rc:spOJl em ~'righ 200_).
he discussion in de prev·om sec;ti~n highlights rha thl!-u." _ guest! J1' aR fnuned is itnpon .fi[ for <l.noer re:l.son. he
ibJ _ . ugg~ ted frame _r {o,r da i jati n f rea onsfor exit.
IHex one 01'r. 0 commentsfor each row
1'l-d~rlying
probl-m(Co tributor
[ ctor(:o):lS[ t!'.lW
or trlgg~T{
e.rsonalof
Famil·
Bus.inessor
Livelihood
Groupor taffOn letS
olume- 4 umber 2
U nfioisb,e d Busin~sS
more que lO I ed in JdVOll1Ce, Ihe gre-atcr the d ngefailing ( pick up unexpetted acts, but the ea ier and quicker
b qUt'Ilr. nal • i {lor' & 0Jl~S"~ 199. ne m-prQmise h a How rsspundent.s 0 offer the.ir WIT r~ason> orleavin , but thert d s i ' them into broad predetermined G,a egon . .lbl 7 iUu nn ;: h:h d~t;l rr mICA M.al 'i '.sedon ~T n rd exi forms filled i:o b loan office prior o:;tu horisin he rete se 0 saving,s belon mCF [:0 members wi5mn to1 -''ie. h iorrn was did identify Ihe- l{tem.. whichex] could be attribmcd. primarily to c£or.. within or heyoDdie control of [be or aniz, [l n rc elf. It reveal.s thal chinrural area'S arose mo,re 'or exogen us re.:.l50~ wbereas e it inurbane;lS eouki b· a :tributed mOt t fa,cwrs m:r.nn 10 theeJ'Vice i self ~!.
M obvious 'I eakne-S5 of tlUs- at • <15 W s that producedjo Table • is rh t exiT 0 e ~ inod!\·idu'u 's." r'oUl so] 1y 0a s'ugle prim cause which is lv;rays simpli I~:ation (H Ime.19 9; S bst d, eil. Bnrncs, & Chm. 1995). Tiibl~ 8 su emn al er~a lve friilmework'o eI S1 'ng reaso ror e j 1:h3rould pemiit rom sensitive allaly i ... ithou! bein~ overl.ompli a ed, lmer ie l!ik r pond m.s· t: Ii ~l: the
pr blems. they facec4 then write hero On ' malJ card... and dl.s-uss wi h tb m wh re e- cb should be 1 ced in tli .matrrix.
The sam- ts:!:ue 0-£ how 0 chssif data arises "l"om focus: gt"DUpdi si Il • Exe["ci f!$ uch rankin, 1 reo 115 for ex.il i Id
a, gre;! deotl of informacion will h m~ be 0 i mew e use orpaT iciplln s. bm which i not eas" • sum.manzed or compared,[th imilar cl.~ta C llccn:d Oill 0, her .,roup I. To ver Om.t."
thi. problem s"Om~ method of $coring is ne de-d, idealJm~tllOd rn-at - itsel ~t"ee'd 00 b", concerned stakeholders,
T hi!! 9 illu tr l:~ dlC: ptli.m: y p t eming umm [aobrainecl rom ran"j g unprompted e.'planacions r exit collected tom Hi oew group distussions co taring suff and us rf {hre MFG in Z:lm.bb, Th crigin:aJ t w s, hard '[ ,
v lwn oJ IImb'rl
Ta J~; ;u: n for ,"I' advanc~d al ocu eo updis<:n sion rn Zambia
5 3917
1 1211 91 31 31 j
1- 1(}
! 184 161 11
'11 6.II
L 70
9 ~8
.1) 485 4J 15, 1':> 111 101i1J 4I1 :2
_5 228
Ove 11
CfJ 21 111 :io 0
Io a1 101 6C1o 0o 0J 15 'I
{l 06 33
;)
1 15j _5Q C2 10
Q
oo 011
12 '0
SIaffrOupli(5)
(Count:!S-cou)
4 312 17o 0,1
1;1 11i 10111 51 4
oQ 0
1 8
'* 3_ 1815
1. 1S1 ofo 01 41 6a 0]
o 0J J1c:
1 6
Rusin ~i> rel;m~d issuesLoan USc r ~ltoc.ation (mi-sus )Bll-Sines$ f ill.lr~
Poor el:oilomlc el]yimomart, 'lunging]jJJ of bus.ine-s,sC t P chi n r th~r tF SU$ino-] :aft to rt bu!tine~~
:Poor businessQ k 0 mark t
r S Ordi:.T u.:sJn. i:
Mulupl b rowing-inking working ~pi(aI .in .tS5-~t5"
hJrlge of loc" i 0
'Fin cial needs ate m,etTOlOUS
ncliv\iu I/fllD1il' i~5ues:, \Ind~r. nding
De-:J.,th·in clu, familyPoor ttitctudInnes an de th'· ·h ramil·Discollr3<ge.tnellI from 11 shaddillness (reLuivf)(lh 01 e
fO'llp mrnmde.rs:tMldiIrgReG" i\ing I.!-l1lrn wn p I1er~
Lllps.e ill implement:uioDDi~honeSl: ' of staffPoo supHvisjon by credit Q" iceF mil- menibcr in Samr: groupTat I
"e liU'H'i ill i ~t~ ,h~ nlJ.Jllbe. of group. j(ing l' ori I.llu -~ I?IJ Ii l];ttId-~(Ore· indJ:c.llte-.!> th~ iJbovt' 3ccordlng t ht \\':9), tadl grpupranked he -exploma.WHIt: 11 to Dlmt impl;)ruLl1C, !loW" to 1 For (hj!, llch mD impOl"t:l!lC, . -e-pt mthe- mmm..ry -5e-ctlOD ....h= ...COULll· i' the p~r~n &e- Il:b re 0'[ the [otal numberC C;l: pb 1J4ri OilS ad"i'3fleecl b, illl s,ro p' lUI d ·SCQJ"~· U rh~ pI?rCentil!!C "Sh.lire I3f
[()~al e 1 [l;lLl :t!, w~il1; ed ;lC(llr ifJg to bl)w ~h ~' w~t<: nlltk d. for \he: SQur~dI.~ le MIJ'I>OIlDi ud Coeue~ (20G! .
T 1 9 ,on1td
u~_ S[ if OverallGroups Groups
Count/",on:)~roduct t: ign iS$~e-5
e~y rep 11 '1J1 n t od 1 77 Z 1 7om nHUJ' ce. fun 1 1- :5 7 13 b9
Group r bili 5 -13 ~ 10 7 53L ;Ul diiblll'S mehr (debys) 8 5] 2 10 531.0ll1l a:mount 4 2.& 12 b 4·0
I1gh imeres,1: f@te _7 8 rRequiremen work in gfClUp 15 1 t I .,l ck-in· . tem !I;!i 0 tespcc I 0 3
. ['Ie: p~riod J ck.illg 1 t9 J 0 3 19Group repaymem 1 16 0 2- 16We,ekl . III ring 5 to 3- 1~
Repayment p,crioJ 10 1 14:avillg·. pn~:wTldftjo[J 1 11 t 11
Ch.iUlge o loan. COJ1 ilions ::l 0 1Reflb.,1 [0 ccept rep ymt=m 7 {) 0 ] 7Fe. of loss of collaler.u 0 a .1 s. 1 .5loan dlsours!!'IDcm f£es 1 J 0 0 r .=;
u[ fees L 4 0 0 I 4."
h.I" CQ lribu ion ., (I 0 j ..B.OfiUS 1 .1 0 0 1 tMe~t.ini:l uk [0 lout 0 a t 0 1 0Tmal.s s,- 414 2J 7 50L
,. nul vz.e In H:s crud. 'orm, SI (Ie l?ach g-r:oup mnked clrffe.rentalld n nuh of e ·pbnarion:.. nee fhe a a i5 pooled, the
simplis[ Ol.pproach i LO co III the [r 'lU DC)' ·Ltb w ich ch.el>:pla.nar.i.on was ci.ted., regardless 0 the ranking. A second
approach Hikes..rm..k.i.o s imo ;l.C-cOunr y gjvi.tt~ e h;l tMld.cd,s,core (11 or tap ca.ok, 1 for LUd <lnd (? ~n) which C 11 thf:II be
ad cd tog ther for eo.ch go. Tile as panel haws he PC!·
e.eotage d.istl~ibut.iOD of th~e countS -and stor~ allin un er
efld f for genetic Olteg ·ie. his heu r vides,1 arm
llrough wnich. datOl. 'rom exit survey f Om diHctcn.t Oll.n::~
C e<l i1 be co p red..
4., Ol dusions
Thi p per h fgued first tb exil: mont orin all i lportaUt ttlsk for all M Os seeking to .impro~'e th quaE 'of th.l'
service,.; th-a ~ y pr ide. in ur 'ul orh mm ci 1 andsod 1 goals. Ex.it ra: esh. VI! the ~d\'antagl! tbat hr-)< an beLl1ll.\Lnbigu(;nlsly defined. a d cd", m. nitQr'ing of ie;l onsor exit may ucdp an FO to identif' alld addrcs!> otherwise
c.ommer hlU d:a,rnag' problems. It also reduces tile public:poli argumen for in· sting in other forms of impa s~acss
m,e.lll_ he p.per ha Iso arg ed tb . mere's scope rar i.mp viIli'g .nt' q liT f 'f monit £in ,
Fir~r, mar work i. f~qu.irc:d. cli, 0 I:tll as ume-d tQ ensurethat published. r!xit raTe5 are strictly comparable. or.espedficaU•. an £[ raIl!'! S o III 5pt:ci.. [b~ int 'rval Or t:imcpeTiod the servicE being dedin d an the population framcovered.. Ide Ill' some effort should b~ made to d.isti.n.guish.benwe.n temporary and p m nent e.xit s w~U 3S exit t -a.t
i f]ec s bad 'perience and m' dl' g.to·go d.e~ond. dleIe i scope for co.lIe:li g and onhoring more
~xi~ ini tmation routind " part iculMi '\\'h~rf: simple quet.rons c n l!. ;lgktd of all Or mOst It.il ers and an'ahzed in cOnjunction itb ot f!r data Sltorc-d \vithin the lPO's IIUlfia emeflt. ormar.ion !;ystem, Tills in Tn petmit$ the..J a 'ro monitor
bo-w exit nu:e- vary for differem pes 0 tlser, and haw 'they
1 j)1 rn NumbcJ
.Jl\ti lh~ P l 'in mpJl mia'( ~dIL. "vi·
1 ~b It. JObltfl;l ,r ltllcrnil jODill l:\'dopTilmt,
Unfinishd Businl!'s:s:
ch::mge as users; .. he! r busine ses; user roups. br.:mches, :'Iod heargo nIZll.lion its If ch ge 0 ::: Ii01e~
Third .1 mixture of sa:rnplt surve~.5 focus gr up isru.ssions. :utd in-depth ca.~1! Studies em be u.scd 1:0 con~et morcdetail d. information aboat wh - differen type of serleave.Choice of me hod~ dep J1 .m nyfa(; lli, in Judi g hene d to tLnSun~ both b;rl:adth and deptnuoderstamling-, the.scapI! or building eXit s:tudjes UltO ~ta and group develop-
en • ~ll rht> po."sible b nefrs ef lysing he . 11' ombi-D do wiIb ll[:a f m DIbe our e',
Fi.ll.Jl1, h h3~ hr:en argue [hat ta can br coU~I'!d. usingquestion tba pro. uc mort! realistic answers '~r ar i11amenable to reI .ivel· straighr rwa ~ ...•is:r·c;ll o'lly$ill.lor systenHui preSoeo adon 0 SHJil:lS CS CaD I Ip senior suff
co comp p do mance b r Ct:n pt:S of user, bnm he' d~(, fi jthin a sint 0 ;i!1iz rion. }[ uld also p tmittr:i11~
chising and umhre1.Ll organiz:anons t aggregate Sitatis-r:ics ande!i'en c:ampar per I'ID nberween mernbe •
Referren· e
ib,dhlln, 1>. (199'9). peci:JJ ls.sue. QO rQUp lil-nd•.Il1l J ur~1 f D dypmel.lT.
E wl;I0mics. 6~{l1.
Copcn:;kc. J. (2M!)\. Impart 118scssrncn( or mi[mfi:n~lIce and org:mis:l,:ional
lcnrnm . who wal suf'i·j\'d JOUTnill G{ licroiin:mcf'. -(2), IJ -nil.Cop .take, J. 0 I}. TO"';;Ird~; t'1IC'nl fr.lrn erk ttT cli~t momuu:ing WltmlJ
,OW~ r, I tbt:' i. h() r I ehri\' TQ rIll': lengr of pJrril; hr hnllllci I
Ilr(":O.::t [he" mOSt ~i'. ~T r t.;dn,·t1Ilt.llorm.rl IIY .. d ~l'I'Iil 1:'-' l.i·.h r [ 0
r (1.1 r.J.' n I i Jc,dln . for rhi~ r a.'tm uise 10 t!",f]tol.1i; r~rte"r' n
at 5 IU ltl.. number of 111:'..... rontraCt!. 1~Dtd In ;l period iLl Jl'll c:'~tll e oi lnc:
number of C13Dtractl< ~rminau In [he same period e-'I:'Jll:holt(lh tbJ! O~D!i tip
rn.. pos!lihiliry h-3.1 d:lI~ Un!! rna: h(!l1 @][I:~ I:'d 1:JO plm.-cm l. Tb is i.!. tht!
;n;e.tlc1d!CGAP Iormlll;lprt:krrl'.d b}' RQStmbet-g (_ I, Bl- In cfu:l[h'1LBta"~j
rc tlwr It i!O U'IrolTi, h' leu e'l (~. __ th tat In"" ~ d lu p~r '~nt) oW TheSOI1C J.l d! IS 1 n~"l~r to hI: \lUll E' r" ord d.
r. nt' .- (Ii i rnd d~l' if t"o'K I mlfil~m IU' un a
pli 1~d b ' Lhr pro-b\~m /) r1armml il '~oUDt~, ""bid:t. hold olll' m ..ll :§um'l' ndfrOID which no d~po.mS' orwu:lll:U-;)'I',-:LI. JTl! m<i& lor lopg p~rio;h. Y"c th(! \"c:ry
l!:lOb5~ net D s:a\"Lngs om b~ Irnporum ;J,S .I. form of SI:! uri!)', ;u i .he oprion to
;rkll U ['oldie 'en; Ie is nor wed,F r olJ C pl'th n I.....e \-jtW f til' relt ant rhrlon:rical hI I'illl.1r~ on tbi3,
