La rotación laboral en las empresas del sector Microfinanzas en Arequipa, ha generado interés especial, la rotación en el Área de Negocios, específicamente el puesto de Analistas de Créditos, porque ocasionan un impacto directo en la pérdida de fidelización de los clientes; a la vez genera distintos efectos en las siguientes áreas de la empresa: en el área de talento humano se generan costos de reclutamiento, capacitación e Impacto en el clima laboral; En el Área de negocios, reducción de la cartera de créditos, pérdida de clientes, incremento de la cartera atrasada, retraso en el cumplimiento de metas y reducción de la rentabilidad La rotación se da entre Bancos (especializados en Microfinanzas), Financieras, Cajas Municipales, Cajas Rurales, Edpymes y Cooperativas, esta rotación genera principalmente tres efectos: (1) pérdida de clientes, por compras de deuda; (2) disminución del nivel de exclusividad, los clientes empiezan a tener crédito con otras entidades; (3) Sobrendeudamiento, incrementan su monto de crédito, manteniendo su capacidad de pago El presente trabajo de investigación se basara en un enfoque cualitativo, encontrando que la rotación en el área de negocios en el puesto de Analista de créditos, en el sector de Microfinanzas en la provincia de Arequipa, es causada por tipo personal y Organizacional; Este problema hace necesario identificar las razones de la rotación y poder proponer soluciones, y lograr disminuir la rotación del puesto de Analista de créditos, esto permitirá que se atenúe la perdida de fidelidad de los clientes. Por lo anterior, este trabajo de investigación revisara literatura de Administración de Recursos Humanos, Artículos y estudios sobre la rotación de Personal, que permitan encontrar propuestas de solución adecuadas a este problema. / Job rotation in companies in the Microfinance sector in Arequipa has generated special interest, turnover in the Business Area, specifically the position of Credit Analysts, because they have a direct impact on the loss of customer loyalty; At the same time, it generates different effects in the following areas of the company: in the area of human talent, recruitment, training and Impact costs are generated in the work environment; In the Business area, reduction of the loan portfolio, loss of clients, increase of the overdue portfolio, delay in the achievement of goals and reduction of profitability The rotation occurs between Banks (specialized in Microfinance), Financial, Municipal Savings Banks, Rural Savings Banks, Edpymes and Cooperatives, this rotation generates mainly three effects: (1) loss of clients, due to debt purchases; (2) decrease in the level of exclusivity, customers begin to have credit with other entities; (3) Over-indebtedness, increase your credit amount, maintaining your ability to pay The present research work will be based on a qualitative approach, finding that the rotation in the business area in the position of Credit Analyst, in the microfinance sector in the province of Arequipa, is caused by personal and Organizational type; This problem makes it necessary to identify the reasons for the rotation and be able to propose solutions, and to reduce the turnover of the Credit Analyst position, this will allow the loyalty loss of the clients to be mitigated. Therefore, this research work will review literature on Human Resources Management, Articles and studies on Staff turnover, which will allow finding suitable solutions to this problem. / Trabajo de investigación

Made available in DSpace on 2016-04-26T20:48:58Z (GMT). No. of bitstreams: 1 Regiane Vieira Wochler.pdf: 613236 bytes, checksum: d668fdd0351839f6435bc374e47a2d8f (MD5) Previous issue date: 2009-10-20 / The BancoSol of Bolivia, one of the leading microfinance organizations in Latin America since its inception in 1986 became one of the largest commercial banks in the country from the early years of the century XXI. Although presented today as an IMF, the BancoSol is actually one of largest commercial banks in the country, alongside Banco Los Andes, who was also an IMF in its origin, in other words, the Bolivian commercial banking system today existing was developed from microfinance organizations. This dissertation argues that this unusual configuration happened due to the weakening of the traditional banking system with the serious financial crises of the 1980s, amid the severe social effects of economic instability and disruption of the production structure that marked this period. This study examines changes in BancoSol toward to the profile of a commercial bank, through literature and documents, making it difficult to obtain information about its history, despite the importance attributed to him by the literature on microfinance / O BancoSol da Bolívia, uma das mais destacadas organizações de microfinanças da América Latina desde seu surgimento, em 1986, tornou-se um dos maiores bancos comerciais do país a partir dos primeiros anos do século XXI. Apesar de apresentado ainda hoje como uma IMF, o BancoSol é de fato um dos maiores bancos comerciais do país, ao lado do Banco Los Andes, que também era uma IMF em sua origem, ou seja, o sistema bancário comercial boliviano hoje existente se desenvolveu a partir de organizações de microfinanças. O trabalho defende que essa configuração incomum se deveu ao enfraquecimento do sistema bancário tradicional com as graves crises financeiras dos anos 1980, em meio aos graves efeitos sociais da instabilidade econômica e da desestruturação da estrutura produtiva que marcaram aquele período. O trabalho analisa as mudanças no BancoSol em direção ao perfil de banco comercial, por meio de pesquisa bibliográfica e documental, destacando a dificuldade para obter informações sobre sua trajetória, apesar da relevância a ele atribuída pela literatura sobre microfinanças

In simultaneously pursuing commercial and social goals, specialist microfinance organisations (MFOs) are leading examples of social enterprises working in development. Yet evidence of the feasibility of such ‘double bottom line’ management is limited. The thesis takes a comparative case study approach to investigating the dynamics of a social enterprise model of microfinance, with particular emphasis on its role in promoting employment related goals. Case study material consists primarily of the experience of two Central Asian MFOs that participated in an action research project ‘Microfinance for Decent Work’ implemented by the International Labour Organisation (ILO). Data was obtained through participant observation, staff interviews, client level surveys, and it also includes reflective practice arising from my participation in the ILO project as a consultant to both MFOs between 2008 and 2012. The findings are mixed. One of the MFOs was more strongly internally motivated to achieve social goals, and was more successful in implementing social performance management initiatives. The other was motivated more by the goal to demonstrate social performance to external stakeholders, and was less responsive to the evidence generated. The thesis also illustrates both path dependence in the evolution of social performance management, and the limited capacity of external agencies such as the ILO to influence the institutionalisation of development management within MFOs.

Esta dissertação tem como objetivo realizar uma análise comparada de duas políticas públicas de inclusão financeira, sendo uma delas no Brasil e outra na Venezuela. A importância deste estudo reside na necessidade de desenvolver trabalhos que busquem compreender melhor as iniciativas de políticas públicas de inclusão financeira de caráter inovador focadas na bancarização da população de baixa renda e que apresentam desenho distinto das principais iniciativas do campo, mas que até o presente momento ainda são muito pouco estudadas suas contribuições em especial no contexto da América Latina. A Missão Caixa na Venezuela e o programa Caixa Aqui no Brasil são analisadas a partir de suas origens históricas, o seu desenvolvimento e uma comparação entre seu desenho institucional. Isto é feito à luz da discussão teórica apresentada pela teoria dos mercados imperfeitos e a abordagem pós-keynesiana. Diante disso é feita uma revisão história da discussão da inclusão financeira e sua importância como instrumento de desenvolvimento econômico e social, para o combate à pobreza e geração de oportunidades para os mais pobres, a partir da problematização do microcrédito como mecanismo financeiro que busca cumprir tais objetivos. No resultado do desenvolvimento do trabalho são apresentados como os desenhos dessas políticas públicas têm se mostrado inovadoras dentro do contexto de inclusão financeira dos grupos desbancarizados. Por fim pretendese que a análise aqui apresentada possa contribuir com o aperfeiçoamento e desenvolvimento de instituições e políticas públicas de inclusão financeira, bem como abra a oportunidade de novas agendas de pesquisa que possam aprofundar a partir de outras dimensões o objeto de estudo. / This dissertation aims to conduct a comparative analysis of two public policies of financial inclusion in Brazil and in Venezuela. The importance of this study is the need to develop works that seek better understanding public policy initiatives of financial inclusion with innovative character, focused on the banks role in including low-income population, as well as presenting distinct design comparing to the main initiatives in this issue. Other characteristic is that it has been few studies concerning the contributions of these two policies in Latin America. The Missão Caixa in Venezuela and the program Caixa Aqui are analyzed from their historical origins, development and institutional design. This was done under the light of the theory of imperfect markets and post- Keynesian approach. Thus is made a historical review of the financial inclusion debate and its importance as economic and social development tool for combating poverty and generating opportunities for the poorest, from the questioning of microcredit as a financial mechanism that seeks to achieve these objectives. The result of the development work are presented as the designs of these public policies have proved to be innovative within the context of financial inclusion of unbanked groups. Finally it is intended that the analysis presented here can contribute to the improvement and development of institutions and public policies for financial inclusion as well as the opportunity to open new research agendas that could strengthen from other dimensions the object of study.

Les performances financières et sociales sont des caractéristiques institutionnelles importantes qui permettent aux pauvres et aux ‘quasi-pauvres' d'avoir accès aux crédits dans des conditions favorables, et aboutissent en même temps à un fonctionnement durable et aux mécanismes efficaces de gouvernances dans les institutions micro financières (IMFs). Dans ce contexte, cette étude a été menée afin de déterminer les variables financières/sociales/gouvernables qui peuvent influer les indicateurs de performance financière et sociale des IMFs à l'échelle mondiale; et de développer pour la première fois des arbres logiques décisionnels (en grappes) simples et pratiques qui peuvent être considérés comme des outils précieux aidant la mise en œuvre de stratégies efficaces pour les différents types des IMFs (à but lucratif et non lucratif) à l'échelle nationale.La première partie de cette thèse expose les données financières et sociales globales qui ont été extraites au cours des cinq dernières années (2007-2011) à partir de plusieurs bases de données bien connues (ex. Microfinance Information Exchange, Mix Market, Rating fund, etc…) pour les IMFs choisies classées comme ayant 4 ou 5 diamants (soit, 263 IMFs à but non lucratif et 135 IMFs à but lucratif) distribuées à travers les continents. Parmi les 263 IMFs à but non lucratif, l'échantillon de données a été composé de 192 organisations non-gouvernementales (ONGs), 42 institutions non bancaires et 29 coopératives. Un grand nombre de variables prédictives (54) ont été recueillies reflétant les aspects de l'environnement financier de ces IMFs (par exemple l'index des dépenses administratives, l'index de solvabilité, le coût par prêt, le nombre des déposants, etc…), les caractéristiques sociales (ex. profondeur, pourcentage des emprunteurs actifs ‘femmes', marché rural/urbain, niveau de pauvreté, etc…) et les mécanismes de gouvernance (ex. la taille de l'entreprise, la taille du conseil, la régulation, l'audit, l'affiliation à un réseau, l'assurance, etc…). Cette 1ère partie compare également l'efficacité de la plupart des méthodes/modèles statistiques les plus utilisés (incluant la régression linéaire, la régression logistique, les méthodes bayésiennes, les réseaux artificiels des neurones, l'analyse en composantes principales, etc….) pour estimer les indicateurs de performance financière et sociale au sein des IMFs. Elle inclue aussi une description détaillée du processus de construction des arbres décisionnels en grappes qui peut être utilisé pour cette estimation ainsi que toutes les étapes reliées (comprenant l'évaluation des divisions, l'assignement des catégories aux nœuds, les valeurs manquantes avec des répartiteurs de substitution, les critères d'arrêt, etc….).La deuxième partie explore les relations quantitatives entre les quatre indicateurs de performance financière les plus couramment utilisés [autosuffisance opérationnelle (operational self-sufficiency OSS), marge bénéficiaire (profit margin PM), rendement des actifs (return on assets ROA), et rendement des capitaux propres (return on equity ROE)] et les principales variables prédictives pour les IMFs choisies à but non lucratif (incluses à partir de 53 pays) à travers l'application de la modélisation par arbre de régression. Pour chaque indicateur de performance financière, plusieurs arbres de régression non élagués (684) ont été développés : (i) en utilisant toutes les variables prédictives, (ii) en utilisant toutes les variables prédictives financières seulement, (iii) en utilisant toutes les variables prédictives sociales seulement, (iv) en utilisant toutes les variables prédictives de gouvernance seulement, (v) en appliquant une seule variable prédictive à la fois, (vi) en excluant chaque variable à la fois du groupe potentiel des variables prédictives, et (vi) en forçant la séparation initiale de l'arbre à travers l'utilisation de la variable prédictive préférée afin d'explorer le pouvoir prédictif ... / Financial and social performances are important institutional characteristics that allow ‘the poor and the near-poor' to have access to credit in favorable conditions, and drives sustainable efficiency and effective governance mechanisms in MFIs (microfinance institutions). In this context, this study was conducted to determine the most influencing financial/social/governance variables (with their relative importance in %) that may affect the financial and social MFI performance indicators on worldwide basis; and to develop simple and practical microfinance tree-models (for the first time) that can be considered valuable tools helping with the implementation of efficient strategies among nonprofit and profit MFIs at a national scale.The first part of this thesis exposes the global financial and social data that has been extracted over the five recent years (2007-2011) from several well-known databases (e.g., Microfinance Information Exchange, Mix Market, Rating fund, etc.) for the chosen MFIs ranked four or five diamonds (i.e., 263 nonprofit MFIs and 135 profit ones) distributed widely over the continents. Among the 263 nonprofit MFIs, the data sample was composed of 192 Non-Governmental Organizations (NGOs), 42 non-bank institutions and 29 cooperatives. A large number of predictor variables (54) have been collected capturing aspects of the financial environment of these MFIs (e.g., administrative expense ratio, ratio of solvency, cost per loan, number of depositors, write-off-ratio, etc.), the social characteristics (e.g., depth, percent of women active borrowers, rural/urban market, poverty level, etc.) and the governance mechanisms (e.g., firm size, board size, regulation, audit, network affiliation, insurance, etc.). This first part compares also the efficiencies of the most used statistical methods/models (including linear regression, logistic regression, Bayesian methods, artificial neural networks, cluster analysis, principal component analysis, decision-trees, etc.) for estimating diverse financial and social performance MFIs' indicators. It includes also a detailed description of the tree building process that has been used for such estimation and all related steps (involving evaluating splits, assigning categories to nodes, missing values with surrogate splitters, stopping criteria, etc.).The second part explores quantitative relationships between the four commonly worldwide used financial performance indicators (operational self-sufficiency OSS, profit margin PM, return on assets ROA, and return on equity ROE) and key financial/social/governance predictor variables for the chosen non-profit MFIs (included from 53 countries) through the application of regression-tree modeling. For each financial performance indicator, several un-pruned regression trees (684) were developed: (i) using all predictor variables, (ii) all financial predictor variables only, (iii) all social predictor variables only, (iv) all governance predictor variables only, (v) applying only a single variable at a time, (vi) excluding each variable one at a time from the potential pool of predictor variables, and (vii) forcing the initial split of the tree using the preferred predictor variable for exploring the predictive power of independent predictors. The obtained results demonstrate that the strongest relationships were associated with ROE and ROA, the proportion of variance explained being equal to 99.8% and 99.5% respectively, followed by PM (97%) and OSS (95%). The second part also showed that the financial predictor variables did interfere differently in building the financial performance regression trees and associated relationships where ; administrative expense ratio influenced ROE (100%) ; average loan balance per borrower affected OSS (100%); cost per borrower, number of depositors, operating expense:loan portfolio, and risk coverage had significant impacts on ROA/ROE (98.5-100%).

The Nigerian microfinance banks often close their offices abruptly, leading to the loss of shareholders' funds. The purpose of this phenomenological study was to explore strategies microfinance bank directors use to maintain business sustainability. The concepts of microfinance banking, sustainability value, and strategic management theory formed the conceptual framework for this study. Twenty managing directors from microfinance banks in the Anambra state of Nigeria participated in semistructured interviews. The data analysis process involved the use of Moussakas' modified van Kaam process, which resulted in the emergence of 3 themes: strategic management, fear of microlending, and maintaining sustainability. The emergent themes indicated the necessity of a strategic management focus on maintenance of sustainability, growth in microfinance banking knowledge, best practice implementations, savings mobilization, technological input, and expansion of microlending services. The implications for positive social change involved the potential for bank directors to apply these findings to improve Nigerian microfinance banking performance and provide regular payments of shareholders' dividends. The increase in shareholders' funds and provision of credit administration to indigent Nigerians may contribute to economic growth within local communities, decrease crime, and increase income generating business activities in Nigeria.

Ghana has experienced an unprecedented failure of microfinance institutions. Within a period of 8 years from 2011 to 2019, the Bank of Ghana has revoked the license of over 489 microfinance institutions. The purpose of the exploratory multiple case study was to explore strategies that microfinance managers apply to mitigate the effects of crisis to remain sustainable. The targeted population was composed of owner-managers from 6 microfinance companies in Ghana and 6 consultants who overcame the microfinance crisis and remained in practice. The situational crisis communication theory and the team leadership model were the conceptual frameworks for this study. Methodological triangulation was used to support the review and analysis of data from structured interviews, focus group discussions, and relevant company documents. Data were analyzed using NVivo to provide alphanumeric coding, and thematic analysis was used to support the identification of themes and subthemes, which were organized and linked to the crisis phenomenon to identify the 5 emerged themes: governance, communication, fundraising, cost reduction, and business model strategies. The study findings may contribute to social change by building confidence in the financial system, making microfinance services available to the lower end market. There may be more historical crisis effect mitigation strategies and evidence available to practitioners, entrepreneurs leading to job creation and sustainable businesses globally. These findings could provide insights for business leaders, owners-managers, the board of directors, practitioners and regulatory bodies to develop strategies to help their institutions survive in crises.

La microfinance en Egypte comme en Tunisie répond depuis plusieurs décennies à un besoin permanent des populations qui sont exclues du système financier formel. Ces populations n'ont d'autres sources de financement que celles mises à disposition par les institutions de microfinance. Ces financements sont majoritairement axés sur le microcrédit, l'épargne, et les produits d'assurance. Notre recherche interroge l'influence et la capacité que la microfinance exerce dans les deux pays notamment pour leur participation à un autre mode de développement, local et socialement soutenable. Pour répondre à ces interrogations nous avons adopté une méthodologie mixte (recherche documentaire, interviews et enquêtes par questionnaires).Cette méthodologie a permis de mieux éclairer le problème de la microfinance à travers une typologie des institutions impliquées et de la capacité de ces institutions à faire face à la demande des populations dans les zones périurbaines et rurales de la Tunisie et de l'Egypte. Notre principale contribution théorique est de mettre en évidence que cet ensemble d'éléments constitutifs permet une analyse de l'impact de la microfinance sur le développement dans ces deux pays. Dans quelle mesure a-t-elle permis à la population de sortir de la pauvreté, quelle est sa place dans le développement local notamment dans les zones rurales et dans la périphérie des grandes villes du Caire et de Tunis ? Telles sont les principales questions que nous avons pu traiter.

La présente thèse porte sur l'analyse des impacts du crédit dans le cadre d'une problématique générale de la microfinance et en particulier sur un terrain empirique de la ville de Ouagadougou, au Burkina Faso. Notre thèse démontre d'abord les mécanismes par lesquels les crédits sont octroyés et gérés en mettant en perspective certains aspects de la théorie de l'agence. Du côté de l'offre, nous étudions trois Systèmes Financiers Décentralisés (SFD) et leurs politiques de crédit. Nous analysons comment les trois SFD s’efforcent de servir les exclus aux financements des banques classiques et d'encadrer toute recherche de profit dans cette même vision. De l'autre côté, il est question de la demande et de la gestion du crédit par les PME. Là, nous découvrons les facteurs déterminants de la demande de crédit ainsi que les modes de fonctionnement des PME. Cette thèse procède aussi à l'analyse de la performance socio-économique des SFD. Cette analyse nous révèle des signaux importants sur leurs performances et des questions pertinentes en ce qui concerne leur gestion. Nous saisissons également la dynamisation du milieu rural par le transfert de l'épargne de la ville vers la campagne comme une perspective de solidarité qui mérite un approfondissement et des appuis. La thèse expose la ramification des impacts notamment sur le revenu, l’emploi et l'exclusion sociale à l'instar du concept de la chaîne d'impacts tel que prôné par David Hulme. Par ailleurs, notre thèse révèle la nécessité d'évaluer les actions à partir des objectifs des acteurs en proposant une théorie dans ce sens. Enfin, la thèse fait une analyse critique des options possibles pour l'avenir de la microfinance. Dans tout cela, notre thèse démontre que les acteurs continuent d'afficher des positions souvent contradictoires en fonction de leurs logiques et stratégies. C'est en effet, dans ces conditions et particulièrement dans l'observation et l'analyse de ces logiques et stratégies que nous suggérons des recommandations par type d'acteurs avant de tirer des conclusions. / The present thesis relates on the analysis of the impact of the credit within the framework of general problems of microfinance and in particular to an empirical ground of the town of Ouagadougou, in Burkina Faso. This thesis shows initially the mechanisms by which the credits are given and managed by putting into perspective certain aspects of the agency theory. On the offer side, we study three Decentralized Financial Systems (DFS) and their credit policies. We analyse how the three DFS endeavour to finance people excluded from the financings of the traditional banks and to frame any search for profit in this same vision. On the demand side, it is a question of the demand and the management of the credit by SME. There, we discover the determining factors of the application for credit as well as the operating modes of SME. This thesis also carries out the analysis of the socio-economic performance of the DFS. This analysis reveals to us important signals on their performances and relevant issues with regard to their management. We also seize the dynamisation of the rural area by the transfer of the savings of the city towards the countryside as a prospect for solidarity which deserves a deepening and supports. The thesis exposes the ramification of the impact in particular in terms of income, employment and social exclusion following the concept of the chain of impacts as preached by David Hulme. In addition, this thesis reveals the need for evaluating the actions starting from the objectives of the actors by proposing a theory in this direction. Lastly, the thesis makes a critical analysis of the possible options for the future of microfinance. All in all, our thesis shows that the actors continue to post often contradictory positions according to their logics and strategies. It is indeed, under these conditions and particularly in the observation and the analysis of these logics and strategies, that we suggest recommendations by type of actors before drawing the conclusions.

Financial inclusion is a measure of the ability of a population to make use of financial services. High rates of financial inclusion in a country are empirically correlated with high levels of economic development in that country; low rates of financial inclusion are correlated with low levels of development. Thus, policy makers are generally agreed that one method to increase economic development is to increase the level of financial inclusion. Not all attempts to increase financial inclusion are successful. Initiatives to improve financial inclusion can fail when policy makers or financial service providers have incorrect perceptions about financial inclusion. They may have incorrect perceptions about the purposes and beneficiaries of financial inclusion, or incorrect perceptions about how technology can encourage financial inclusion. This thesis investigates the perceptions of Pakistani bankers about financial inclusion in Pakistan. A survey of 125 Pakistani bankers was conducted. The results of the survey show that while bankers want to improve financial inclusion, they have perceptions that limit their effectiveness in reaching this goal. First, bankers’ perceptions of the actual financial inclusion levels in the country are higher than generally accepted empirical measures. Second, their perceptions about the reasons for financial exclusion are limited to socio-economic factors like low income and education of people. Finally, they have limited appreciation of the role that technology can play in elevating the level of financial inclusion. Bankers show more interest in customer-facing technology than in back-end technical infrastructure, thus limiting the scalability and interoperability of their systems. Our guidance to policy makers is to address these perceptual problems through education and through government-backed technical infrastructure programs, thus better enabling the banking industry to improve financial inclusion in Pakistan.