Chapter 15 the Creation of Uganda Microfinance Limited
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Public Disclosure Authorized Public Disclosure Authorized Public Disclosure Authorized Public Disclosure Authorized Transforming Microfinance Institutions Microfinance Transforming Providing FullFinancialServices tothePoor Joanna Ledgerwood Victoria White Victoria Transforming Microfinance Institutions Transforming Microfinance Institutions Providing Full Financial Services to the Poor Joanna Ledgerwood and Victoria White with contributions from Monica Brand Gabriela Braun Deborah Burand Alfred Hannig Kelly Hattel and Marguerite Robinson THE WORLD BANK ©2006 The International Bank for Reconstruction and Development / The World Bank 1818 H Street NW Washington, DC 20433 Telephone: 202-473-1000 Internet: http://www.worldbank.org E-mail: [email protected] All rights reserved 1 2 3 4 09 08 07 06 This volume is a product of the staff of the International Bank for Reconstruction and Development / The World Bank. The findings, interpretations, and conclusions expressed in this volume do not necessarily reflect the views of the Executive Directors of The World Bank or the governments they represent, or the views of the Swedish International Development Cooperation Agency, SIDA. Neither the World Bank nor SIDA guarantee the accuracy of the data included in this work. The bound- aries, colors, denominations, and other information shown on any map in this work do not imply any judgement on the part of The World Bank or SIDA concerning the legal status of any territory or the endorsement or acceptance of such boundaries. Rights and Permissions The material in this publication is copyrighted. Copying and/or transmitting portions or all of this work without permission may be a violation of applicable law. The International Bank for Reconstruction and Development / The World Bank encourages dissemination of its work and will normally grant permission to reproduce portions of the work promptly. For permission to photocopy or reprint any part of this work, please send a request with complete infor- mation to the Copyright Clearance Center Inc., 222 Rosewood Drive, Danvers, MA 01923, USA; telephone: 978-750-8400; fax: 978-750-4470; Internet: http://www.copyright.com. All other queries on rights and licenses, including subsidiary rights, should be addressed to the Office of the Publisher, The World Bank, 1818 H Street NW, Washington, DC 20433, USA; fax: 202-522-2422; e-mail: [email protected]. Cover design by Naylor Design, Washington, D.C. Photo courtesy of Richard Lord, rlordphoto.com. ISBN-10: 0-8213-6615-7 ISBN-13: 978-0-8213-6615-8 eISBN: 0-8213-6616-5 eISBN-13: 978-0-8213-6616-5 DOI: 10.1596/978-0-8213-6615-8 Library of Congress Cataloging-in-Publication Data Ledgerwood, Joanna. Transforming microfinance institutions: providing full financial services to the poor / Joanna Ledgerwood, Victoria White. p. cm. Includes bibliographic references and index. ISBMN-13: 978-0-8213-6615-8 ISBN-10: 0-8213-6615-7 1. Microfinance—Developing countries. 2. Economic assistance, Domestic—Developing countries. 3. Poverty—Developing countries. I. White, Victoria. II. Title. HG178.33.D44L43 2006 332.109172'4—dc22 2006045423 Contents Foreword xv Acknowledgments xvii About the Authors xxi Introduction xxv Abbreviations xlv PART I Savings and Regulation: Principles and Policies1 Chapter 1 Mobilizing Savings from the Public: 10 Basic Principles3 by Marguerite S. Robinson Mobilizing and Intermediating Savings in Developing Countries 3 Ten Basic Principles for MFIs that Collect Savings from the Public4 Who Benefits? 17 Chapter 2 Regulation and Supervision: The Policy Framework 21 by Gabriela Braun and Alfred Hannig Key Policy Issues 22 The Strategic Approach to Regulation 26 The Regulatory Framework 37 Supervision 46 Remaining Challenges 52 Annex 2A: Note on Supervising Savings and Credit Cooperatives 54 Annex 2B: Risk Framework (Example from Uganda) 55 v vi | Contents PART II Transforming the Institution: Strategic Decisions 65 Chapter 3 Planning for Transformation 67 Fundamental Changes Resulting from Transformation 67 Leading the Transformation 71 Planning the Transformation 77 Managing the Transformation 80 Funding the Transformation 80 Annex 3A: Sample Outline for a Transformation Plan 83 Annex 3B: Sample Terms of Reference for Development of a Transformation Plan 88 Annex 3C: Sample Terms of Reference for a Transformation Manager 90 Annex 3D: Sample Transformation Budget 92 Chapter 4 Marketing and Competitive Positioning 95 by Monica Brand Marketing 96 Marketing Intelligence 97 The Total Product 104 Delivery Channels 111 Branding 115 Communications Strategy 120 Implementation: Consolidating the Pieces 123 Annex 4A: Sample Outline of a Marketing Plan 125 Annex 4B: Sample Terms of Reference for Development of a Marketing Plan 126 Annex 4C: Checklist for Marketing and Competitive Positioning 128 Chapter 5 Strategic and Business Planning 133 Developing a Strategy 134 Institutional Transformation and the Role of the NGO 137 Development of the Business Plan 142 Financial Modeling Tools and Methods 144 Financial Modeling 145 Tax Strategy Considerations 152 Annex 5A: Terms of Reference: Development of the Business Plan 157 Annex 5B: Checklist for Strategic and Business Planning 159 Chapter 6 The Funding Structure 163 Funding Sources 164 Funding Considerations 165 Funding Structure Options 171 Contents | vii Optimal Leverage? 186 Annex 6A: Sample Terms of Reference: Funding Structure 190 Annex 6B: Additional Information on Microfinance Bond Offerings 192 Annex 6C: Checklist for the Funding Structure 194 Chapter 7 Ownership and Governance 199 Choosing the Type of Investor 200 Seeking Potential Investors 211 Effective Governance 226 Annex 7A: Sample Terms of Reference: Advisory Services on Ownership and Governance 235 Annex 7B: Sample Term Sheet Outline 236 Annex 7C: Discounted Cash Flow Valuation 237 Annex 7D: Sample Board Agenda for Transformed MFIs 241 Annex 7E: Checklist for Ownership and Governance 242 Chapter 8 Legal Transformation 245 by Deborah Burand Managing the Legal Aspects of Transformation 245 Surveying the Legal and Regulatory Landscape 248 Managing Constituent Documents and Preexisting Obligations 251 Negotiating Investor Documents 254 Annex 8A: Sample Checklist of Legal and Regulatory Issues 261 Annex 8B: Sample Terms of Reference: Hiring Local Counsel to Support Legal Transformation 265 Annex 8C: Sample Conflict of Interest Policy 267 PART III Transforming the Institution: Operational Implications 271 Chapter 9 Human Resources Management 273 Adapting the Organizational Culture 274 Adapting the Organizational Structure 278 Ensuring the Right Staff 285 Annex 9A: Sample Terms of Reference: Human Resources Management 294 Annex 9B: Examples of Job Responsibilities for Senior Staff 296 Annex 9C: Sample Organizational Charts 298 Annex 9D: Checklist for Managing Human Resources 303 viii | Contents Chapter 10 Financial Management 305 Financial Management Functions 306 Financial Planning and Budgeting 308 Financial Control 310 Treasury Management 317 Investor Relations 326 Annex 10A: Sample Terms of Reference: Activity-Based Costing 327 Annex 10B: Sample Terms of Reference: Treasury Management 328 Annex 10C: Checklist for Financial Management 330 Chapter 11 Management Information Systems 333 Planning for an MIS Upgrade 334 MIS Upgrade Process 336 Software Requirements 340 Infrastructure 355 MIS Security 357 Human Resources Implications 357 Annex 11A: Sample Requirements Document 361 Annex 11B: Sample Terms of Reference: MIS Assessment and Software Selection 364 Annex 11C: Terms of Reference: Advisory Services on Implementation of MIS Upgrade 367 Annex 11D: Management Information Systems Checklist 369 Chapter 12 Internal Control and Audits 375 Components of Effective Internal Controls 376 Risk of Poor Controls: Overview of Fraud in MFIs 380 Preventive Controls: Policies and Procedures 381 Detective Control: The Internal Audit 387 Detective Control: The External Audit 392 Supervision: Evaluating Internal Controls 394 Annex 12A: Sample Terms of Reference: Internal Controls Assessment 396 Annex 12B: Internal Audit Manual: Sample Outline of Contents 398 Annex 12C: Sample Audit Committee Charter 399 Annex 12D: Proposed Format for Quarterly Audit and Inspection Activity Report to the Audit Committee of the Board of Directors 402 Annex 12E: Checklist for Internal Control and Audits 403 Contents | ix Chapter 13 Customer Service and Operations 409 Transformation of Operations 410 Customer Service Framework 412 Branch Structure and Service 418 Managing Cash 428 Deposit Account Management 430 Documentation Management 432 Annex 13A: Sample Terms of Reference: Improving Branch-Level Customer Service 434 Annex 13B: Checklist for Customer Service and Operations 435 PART IV Case Studies 439 Chapter 14 Creating a Separate Tier: The Micro Finance Deposit-Taking Institutions Act, 2003 441 by Gabriela Braun and Alfred Hannig The Financial Sector 442 Regulation of Microfinance Deposit-Taking Institutions 443 The Micro Finance Deposit-Taking Institutions Act 447 Licensing Begins 451 Key Success Factors 453 Remaining Challenges 455 Chapter 15 The Creation of Uganda Microfinance Limited 459 Background 460 Planning and Managing the Transformation 463 Operational Transformation: Upgrading and Systemizing 465 Structural Transformation: Creating UML and Attracting Investors 470 Financial Transformation: Launching the MDI 473 Appendix 1 Sequencing the Introduction of Public Savings in Regulated MFIs 481 by Marguerite S. Robinson Fifteen Steps: From Studying Savings Demand to Investing