Key Performance Indicators for Microinsurance. Jennifer Hennig Bert Opdebeeck

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Key Performance Indicators for Microinsurance. Jennifer Hennig jennifer.hennig@giz.de Bert Opdebeeck bert.opdebeeck@brs.coop"

Transcription

1 Key Performance Indicators Jennifer Hennig Bert Opdebeeck

2 Social Performance Indicators The social performance indicators for microinsurance are designed by and developed for microinsurance practitioners to monitor, improve and champion social performance

3 Social Performance Indicators The finalisation of the indicators forms an important milestone in the microinsurance sector as it documents a sector wide consensus on a unique set of social performance indicators

4 Social Performance Indicators It recognises the primary goal of the microinsurance business, which is about setting up risk mitigation mechanisms for the poor, who don t have access to formal insurance or social protection mechanisms

5 Social Performance Indicators We call practitioners and its funders to learn, use and improve this instrument to build a stronger, fairer and more transparent microinsurance sector

6 Institution specific Product specific Social Performance Indicators The social performance framework provides a synopsis of the 4 dimensions of social performance in microinsurance Dimension Principles Guidelines Indicators Product value The product - Client needs are assessed during the product - Incurred claims ratio* provides the client development stage - Renewal ratio* with appropriate - Client feedback is monitored to enable regular - Promptness of claims ratio* and effective risk improvements coping mechanisms - Improvements are designed to add value for clients Client protection Inclusion Social responsible management The insured are treated fairly and respectfully The product aims to include the less privileged The microinsurer s institutional system enables a socially responsible management Based on Smart Campaign guidelines. The microinsurer ensures the integration of: - Transparency - Fair and respectful treatment of clients - Privacy of client data - Mechanisms for complaint resolution - Physical, financial and educational obstacles are reduced - Exclusion criteria are reduced - The socioeconomic profile of clients is monitored Governance and management - Client focus is visibly endorsed and encouraged by management - Effective translation of the organisation's social mission into practice is ensured - External accountability is created and social audits conducted - Transparent board procedures and incentive policy (including accountability towards members in a member based organisation) are applied - Appropriate systems are in place for periodic assessment of product value, client protection; and inclusion Social responsibility to staff - Responsible treatment of staff is monitored through staff satisfaction surveys Social responsibility to the environment - Environmental policy is in place - Claims rejection ratio* - Complaints ratio - Coverage ratio* - % insured under the poverty line - % female insured - % insured above retirement age - Social investment ratio

7 Social Performance Indicators E Stay informed A handbook on the social performance indicators for microinsurance will be published early To receive a copy upon avaialablility, visit

8 Online resource centre on key performance indicators for microinsurance Download the available tools, apply for upcoming trainings, request implementation assistance, ask your questions

9 Financial Performance Indicators The financial key performance indicators measure the financial performance of a microinsurance programme

10 Financial Performance Indicators The indicators are established by a representative group of microinsurance practitioners with the support the Microinsurance Network s Performance Working Group

11 Financial Performance Indicators The financial performance indicators for microinsurance are internationally recognised and in use by microinsurance providers and industry enablers including ILO Microinsurance Innovation Facility, GIZ and insurance regulator CIMA

12 Financial Performance Indicators Category Indicator Product awareness & client satisfaction Service quality Coverage Ratio Growth Ratio Renewal Ratio Promptness of Claims Settlement Claims Rejection Ratio Incurred Expense Ratio Product value Incurred Claims Ratio Net Income Ratio Financial prudence Solvency Ratio Liquidity Ratio

13 Financial Performance Indicators Performance Indicators for Microinsurance Handbook calculation, interpretation and examples of the 10 key principles and indicators

14 Financial Performance Indicators Microinsurance Factsheet Excel based financial statements for microinsurance that calculates the KPIs and put them into meaningful graphs. Is designed to be used together with the Performance Indicators Handbook

15 Financial Performance Indicators Workshops on Microinsurance Key Performance Indicators 3 day interactive workshop Focus on financial statements for microinsurance and understanding & usage of the KPIs for management decissions For financial decission makers of microinsurance programmes For more information visit

16 Financial Performance Indicators KPI Implementation Assistance On-site support programme Tailored assistance for the implementation of the KPIs For more information visit

17 Online resource centre on key performance indicators for microinsurance Download the available tools, apply for upcoming trainings, request implementation assistance, ask your questions

18 Key Performance Indicators Thank you Jennifer Hennig Bert Opdebeeck

Social performance indicators. A handbook for Microinsurance Practitioners

Social performance indicators. A handbook for Microinsurance Practitioners Social performance indicators FOR MICROINSURANCE A handbook for Microinsurance Practitioners Social Performance Indicators for Microinsurance is published by ADA in collaboration with BRS, GIZ, Grameen

More information

Social Performance Management

Social Performance Management SPTF Universal Standards for Social Performance Management 1 2 3 DEFINE AND MONITOR SOCIAL GOALS ENSURE BOARD, MANAGEMENT, AND EMPLOYEE COMMITMENT TO SOCIAL GOALS DESIGN PRODUCTS, SERVICES, DELIVERY MODELS

More information

Effectiveness of Microinsurance programs in Philippines: Metrics used for measuring the effectiveness by MicroEnsure

Effectiveness of Microinsurance programs in Philippines: Metrics used for measuring the effectiveness by MicroEnsure Effectiveness of Microinsurance programs in Philippines: Metrics used for measuring the effectiveness by MicroEnsure By: William H. Martirez Country Manager MicroEnsure Philippines July 5, 2015 Bangi,

More information

Practice Requirement 1: Each person receives quality services which are effectively and efficiently governed.

Practice Requirement 1: Each person receives quality services which are effectively and efficiently governed. Policy Number: FL 6.5 NSW Disability Services Standards Family Link Care & Support Service Inc Standard 6: Service Management Policy Name: 6.5 Quality Management Policy STANDARD 6: Service Management Service

More information

PERFORMANCE INDICATORS FOR MICROINSURANCE

PERFORMANCE INDICATORS FOR MICROINSURANCE PERFORMANCE INDICATORS FOR MICROINSURANCE A Handbook for Microinsurance Practitioners 2nd Edition John Wipf and Denis Garand ADA asbl 2, rue Sainte Zithe L-2763 Luxembourg Tel +352 45 68 68 1 Fax +352

More information

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK

NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK 09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides

More information

Inclusive Insurance 2014 INTERNATIONAL FORUM Ulaanbaatar, Mongolia 16-17 April 2014

Inclusive Insurance 2014 INTERNATIONAL FORUM Ulaanbaatar, Mongolia 16-17 April 2014 By Denis Garand, FSA, FCIA Denis Garand & Associates denis@garandnet.net Assisted by Donna Swiderek Inclusive Insurance 2014 INTERNATIONAL FORUM Ulaanbaatar, Mongolia 16-17 April 2014 Product Difficulty

More information

TRAINING CATALOGUE ON IMPACT INSURANCE. Building practitioner skills in providing valuable and viable insurance products

TRAINING CATALOGUE ON IMPACT INSURANCE. Building practitioner skills in providing valuable and viable insurance products TRAINING CATALOGUE ON IMPACT INSURANCE Building practitioner skills in providing valuable and viable insurance products 2016 List of training courses Introduction to microinsurance and its business case...

More information

Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG)

Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) Endorsed by the Bologna Follow-Up Group in September 2014 Subject to approval by the Ministerial Conference in

More information

JOB DESCRIPTION. Customer Service Representative (CSR)

JOB DESCRIPTION. Customer Service Representative (CSR) A. ROLE: POSITION: LOCATION: REPORTING TO: FUNCTIONAL RELATIONSHIPS: B. PURPOSE: Customer Service Representative (CSR) Wellington Contact Centre Manager (CCM) On Call Clinician, Regional Care Coordination

More information

Procurement guidance Managing and monitoring suppliers performance

Procurement guidance Managing and monitoring suppliers performance Procurement guidance Managing and monitoring suppliers performance Procurement guidance: Managing and monitoring suppliers performance Page 2 of 16 Table of contents Table of contents... 2 Purpose of the

More information

Local and Community Development Programme

Local and Community Development Programme UPDATED TO REFLECT NEW FRAMEWORK MAY2011 Local and Community Development Programme A step by step guide to Strategic Planning for LCDP Step One - Reflection on the principles of the programme and the horizontal

More information

Part B1: Business case developing the business case

Part B1: Business case developing the business case Overview Part A: Strategic assessment Part B1: Business case developing the business case Part B2: Business case procurement options Part B3: Business case funding and financing options Part C: Project

More information

Treating. A simple guide to our Standards of Conduct and how we work for you. fairly

Treating. A simple guide to our Standards of Conduct and how we work for you. fairly Treating A simple guide to our Standards of Conduct and how we work for you fairly Setting our standards Just like our energy we re keeping our Standards of Conduct simple and clear. That way, our people

More information

Complaints Management Policy

Complaints Management Policy Complaints Management Policy Effective date This policy will take effect from 15 March 2012. This document has an information security classification of PUBLIC. The State of Queensland (Department of Transport

More information

NIFRS CORPORATE COMMUNICATIONS STRATEGY

NIFRS CORPORATE COMMUNICATIONS STRATEGY NIFRS CORPORATE COMMUNICATIONS STRATEGY 2015-2020 Prepared by: Corporate Communications Department CONTENTS 1. Introduction 2. Context & Background 2.1 Key Issues & Influences 3. Communication Objectives

More information

Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG)

Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) Approved by the Ministerial Conference in May 2015 by European Association for Quality Assurance in Higher Education

More information

Customer requirements. Asset management planning Inspection and assessment Route asset planning Annual work plans Contracting strategy

Customer requirements. Asset management planning Inspection and assessment Route asset planning Annual work plans Contracting strategy Section 8 Output monitoring Inputs Customer requirements Safety standards Outputs and funding SRA and Government Policy Network stewardship strategy Asset and operational policies Maintenance & renewal

More information

FINANCIAL MANAGEMENT MATURITY MODEL

FINANCIAL MANAGEMENT MATURITY MODEL Definition: Financial management is the system by which the resources of an organisation s business are planned, directed, monitored and controlled to enable the organisation s goals to be achieved. Guidance

More information

Establishing key performance indicators for charities. Nicola May, Partner Not for Profit at Crowe Clark Whitehill May 2016

Establishing key performance indicators for charities. Nicola May, Partner Not for Profit at Crowe Clark Whitehill May 2016 \ Establishing key performance indicators for charities Nicola May, Partner Not for Profit at Crowe Clark Whitehill May 2016 Measuring your success A Key Performance Indicator (KPI) is a measurable value

More information

Key Performance Indicator (KPI) Guide

Key Performance Indicator (KPI) Guide Key Performance Indicator (KPI) Guide Measuring performance against the NSW Disability Services Standards Version 1.0 Key Performance Indicator (KPI) Guide, Measuring performance against the NSW Disability

More information

CRAFT NORTHERN IRELAND STRATEGIC PLAN 2014 2017

CRAFT NORTHERN IRELAND STRATEGIC PLAN 2014 2017 CRAFT NORTHERN IRELAND STRATEGIC PLAN 2014 2017 Innovative Craft 2014-17 March 2014 STRATEGY 1 Context o 1.1 Craft Northern Ireland history o 1.2 Evaluation o 1.3 Other considerations in developing a new

More information

SDG&E Smart Meter Customer Experience Overview

SDG&E Smart Meter Customer Experience Overview SDG&E Smart Meter Customer Experience Overview San Diego Gas & Electric Service area 4,100 square miles, covering two counties and 25 cities 1,835 miles of electric transmission lines and 21,601 miles

More information

Performance Measurement

Performance Measurement Performance Measurement Introduction Performance measurement is a fundamental building block of TQM and a tal quality organisation. Hisrically, organisations have always measured performance in some way

More information

Community engagement: Developing a strategy

Community engagement: Developing a strategy Community engagement: Developing a strategy Some questions to help with planning... This guidance outlines some important things to consider when planning a community engagement strategy for your project

More information

Guide to the National Safety and Quality Health Service Standards for health service organisation boards

Guide to the National Safety and Quality Health Service Standards for health service organisation boards Guide to the National Safety and Quality Health Service Standards for health service organisation boards April 2015 ISBN Print: 978-1-925224-10-8 Electronic: 978-1-925224-11-5 Suggested citation: Australian

More information

2012 Maximizer Software Ltd.

2012 Maximizer Software Ltd. 2 7 Steps to Enhance Your CRM Performance Table of Contents Enhancing CRM... 3 Step 1: Define processes... 4 Step 2: Define polices... 8 Step 3: Plan performance metrics... 12 Step 4: Review structure...

More information

photo credit mississauga news A SAFER COMMUNITY TOGETHER

photo credit mississauga news A SAFER COMMUNITY TOGETHER photo credit mississauga news A SAFER COMMUNITY TOGETHER Strategic Plan 2014 2016 A SAFER COMMUNITY TOGETHER The 2014-2016 Strategic Plan will serve as the frame of reference that will help guide the Peel

More information

Key Performance Indicators (draft 1)

Key Performance Indicators (draft 1) Stakeholder Information December: Key Performance s (draft 1) Oliver Schmid-Schoenbein / Dr. Arthur Braunschweig / Gaby Oetterli Zürich, December 18th 2001 E2 Management Consulting Ltd. Wehntalerstr. 3,

More information

ENQA Review 2011: Empfehlungen und deren Umsetzung durch das OAQ / 1. Implementation of the ENQA recommendations on ESG Part 2

ENQA Review 2011: Empfehlungen und deren Umsetzung durch das OAQ / 1. Implementation of the ENQA recommendations on ESG Part 2 ENQA Review 2011: Empfehlungen und deren Umsetzung durch das OAQ / 1 Implementation of the ENQA recommendations on ESG Part 2 ESG 2.1 Use of internal quality assurance procedures (ENQA Criterion 1) External

More information

CORPORATE EQUALITIES OBJECTIVES. Action Plan. A Proud, Fair & Cohesive Harrow, a Great Place to Live, Work & Visit

CORPORATE EQUALITIES OBJECTIVES. Action Plan. A Proud, Fair & Cohesive Harrow, a Great Place to Live, Work & Visit CORPORATE EQUALITIES OBJECTIVES Action Plan CORPORATE EQUALITY OBJECTIVES ACTION PLAN 2016/17 Objective: An inclusive workforce that feels valued, respected and reflects our community Priority (needs identified)

More information

CRITERIA AND OPERATIONAL STANDARDS FOR WORKPLACE REHABILITATION PROVIDERS 2015

CRITERIA AND OPERATIONAL STANDARDS FOR WORKPLACE REHABILITATION PROVIDERS 2015 Safety, Rehabilitation and Compensation Act 1988 Sections 34D and 34E CRITERIA AND OPERATIONAL STANDARDS FOR WORKPLACE REHABILITATION PROVIDERS 2015 Pursuant to sections 34D and 34E of the Safety, Rehabilitation

More information

Procure-to-pay and commercial card best practices during a difficult economy.

Procure-to-pay and commercial card best practices during a difficult economy. V I S A C O M M E R C I A L S O L U T I O N S p r o c u r e - t o - p ay a n d C o m m e r c i a l c a r d b e s t P r a c t i c e s w h i t e p a p e r Procure-to-pay and commercial card best practices

More information

Performance Management and Service Improvement Framework

Performance Management and Service Improvement Framework Performance Management and Service Improvement Framework Author Marcus Evans, Operational Director - Performance and Customer Insight Date: September 2014 Contents Page 1. Introduction 3 2. Strategic ning

More information

Supervisory Statement SS39/15 Whistleblowing in deposit-takers, PRA-designated investment firms and insurers. October 2015

Supervisory Statement SS39/15 Whistleblowing in deposit-takers, PRA-designated investment firms and insurers. October 2015 Supervisory Statement SS39/15 Whistleblowing in deposit-takers, PRA-designated investment firms and insurers October 2015 Prudential Regulation Authority 20 Moorgate London EC2R 6DA Prudential Regulation

More information

Avondale College Limited Enterprise Risk Management Framework 2014 2017

Avondale College Limited Enterprise Risk Management Framework 2014 2017 Avondale College Limited Enterprise Risk Management Framework 2014 2017 President s message Risk management is part of our daily life, something we do regularly; often without realising we are doing it.

More information

Equality & Diversity Strategy

Equality & Diversity Strategy Equality & Diversity Strategy Last updated March 2014 1 Statement of commitment Ombudsman Services is committed to equality of opportunity and respect for diversity. As an equal opportunities employer,

More information

Key Steps to Implementing a Performance Management Process

Key Steps to Implementing a Performance Management Process Key Steps to Implementing a Performance Management Process COPYRIGHT NOTICE PPA Consulting Pty Ltd (ACN 079 090 547) 2005-2013 You may only use this document for your own personal use or the internal use

More information

XYZ Medica Inc. Incident Management

XYZ Medica Inc. Incident Management XYZ Medica Inc. Incident Management December 2006 Suggested additions to this basic report template Classify Incidents as per the recommendations of ITIL then report against the separate classifications.

More information

5 Steps. to prioritising your CRM requirements

5 Steps. to prioritising your CRM requirements 5 Steps to prioritising your CRM requirements Identifica gli obiettivi della organizzazione Review one year and five year plans and go through your SWOT (strengths, weaknesses, opportunities, and threats)

More information

Canada Media Fund/Fonds des médias du Canada

Canada Media Fund/Fonds des médias du Canada Canada Media Fund/Fonds des médias du Canada Statement of Corporate Governance Principles I. Introduction The Corporation s mandate is to champion the creation of successful, innovative Canadian content

More information

Customer Experience Presentation Lauriette Modipane

Customer Experience Presentation Lauriette Modipane Customer Experience Presentation Lauriette Modipane 30 September 2013 CONTENTS Customer Satisfaction Index (CSI) Objectives, Scope & Approach, CSI Results. Three Tier Approach End State Customer Centric

More information

ICICI LOMBARD GENERAL INSURANCE COMPANY LIMITED. Corporate Social Responsibility Policy

ICICI LOMBARD GENERAL INSURANCE COMPANY LIMITED. Corporate Social Responsibility Policy ICICI LOMBARD GENERAL INSURANCE COMPANY LIMITED Corporate Social Responsibility Policy Corporate Social Responsibility is the commitment of companies to provide resources and support activities focussed

More information

Date of Trust Board 29 th January 2014. Title of Report Performance Management Strategy - 2013-2016

Date of Trust Board 29 th January 2014. Title of Report Performance Management Strategy - 2013-2016 ENCLOSURE: P Date of Trust Board 29 th January 2014 Title of Report Performance Management Strategy - 2013-2016 Purpose of Report Abstract To set out the Performance Management Strategy of the Trust in

More information

Customer Centricity in the Life and Pensions Industry

Customer Centricity in the Life and Pensions Industry WHITE PAPER Customer Centricity in the Life and Pensions Industry Moving towards a more customer focused approach Delivering Transformation. Together. CONTENTS Executive summary 03 Introduction 04 What

More information

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM 35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are

More information

Drawing by: Hamza Rajab, 13 years old. Our People: Human Resources Development

Drawing by: Hamza Rajab, 13 years old. Our People: Human Resources Development Drawing by: Hamza Rajab, 13 years old Our People: Human Resources Human Resources 44 Drawing by: Hilweh Ayman, 12 years old Putting sustainability at the heart of Aramex culture Key Issue Key Area and

More information

Network Rail Infrastructure Projects Joint Relationship Management Plan

Network Rail Infrastructure Projects Joint Relationship Management Plan Network Rail Infrastructure Projects Joint Relationship Management Plan Project Title Project Number [ ] [ ] Revision: Date: Description: Author [ ] Approved on behalf of Network Rail Approved on behalf

More information

CORPORATE PERFORMANCE MANAGEMENT GUIDELINE

CORPORATE PERFORMANCE MANAGEMENT GUIDELINE -001 CORPORATE PERFORMANCE MANAGEMENT GUIDELINE -001 TABLE OF CONTENTS 1 Introduction... 3 1.1 Scope... 3 1.2 Purpose... 3 2 Performance Management Framework Overview... 4 3 Performance Management Framework...

More information

For a Green Economy Tomorrow, Private Sector Development Today will Tip the Scales!

For a Green Economy Tomorrow, Private Sector Development Today will Tip the Scales! DCED Green Growth Working Group For a Green Economy Tomorrow, Private Sector Development Today will Tip the Scales! The Rio+20 summit in June 2012 will further substantiate the concept of sustainable development

More information

City and County of Swansea. Human Resources & Workforce Strategy 2013-2017. Ambition is Critical 1

City and County of Swansea. Human Resources & Workforce Strategy 2013-2017. Ambition is Critical 1 City and County of Swansea Human Resources & Workforce Strategy 2013-2017 Ambition is Critical 1 Delivering quality services for a safer, greener, smarter, fairer, healthier, richer Swansea Executive Summary

More information

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold Role Profile Role Title: Directorate: Department: Team: Leasehold Co-ordinator (LSE) Resident Services Local Services Regional Role Identifiers: - Career Ladder: Customer Services - Level: Level 4 - Function:

More information

Corporate Performance Management

Corporate Performance Management Corporate Performance Management Review of Performance Packs Proposed Corporate Performance Framework Author: David O Brien Date: 18 August 2014 1 Copyright 2014, Health and Social Care Information Centre.

More information

Manifesto. Giving Strength to the Voice of The Independent Broker

Manifesto. Giving Strength to the Voice of The Independent Broker Manifesto Giving Strength to the Voice of The Independent Broker Brokerbility Ltd, AGM House, 3 Barton Close, Grove Park, Enderby, Leicester LE19 1SJ www.brokerbility.co.uk Authorised and regulated by

More information

IBA Business and Human Rights Guidance for Bar Associations. Adopted by the IBA Council on 8 October 2015

IBA Business and Human Rights Guidance for Bar Associations. Adopted by the IBA Council on 8 October 2015 IBA Business and Human Rights Guidance for Bar Associations Adopted by the IBA Council on 8 October 2015 With Commentaries 2015 IBA Business and Human Rights Guidance for Bar Associations With Commentaries

More information

Financial Services Guide

Financial Services Guide Level 7,34 Charles St Parramatta NSW 2150 PO Box 103 Parramatta NSW 2124 Phone: 02 9687 1966 Fax: 02 9635 3564 Web: www.carnegiefin.com.au Guide Build Protect Manage Wealth Financial Services Guide This

More information

BOND BESPOKE SERVICES ADVISER APPLICATION PACK

BOND BESPOKE SERVICES ADVISER APPLICATION PACK BOND BESPOKE SERVICES ADVISER APPLICATION PACK Letter to candidates from Michael Ashe, Head of Effectiveness & Learning Thank you for your interest in our Bespoke Services Adviser position (maternity cover)

More information

Writing an Application for an Athena SWAN Award. Peter Clarkson School of Mathematics, Statistics and Actuarial Science University of Kent

Writing an Application for an Athena SWAN Award. Peter Clarkson School of Mathematics, Statistics and Actuarial Science University of Kent Writing an Application for an Athena SWAN Award Peter Clarkson School of Mathematics, Statistics and Actuarial Science University of Kent My Background Chair of the SMSAS Athena SWAN committee Member of

More information

MAGENTA KEYLINE IS A CUTTER GUIDE, DO NOT PRINT. PLEASE SET TRAPPING THROUGHOUT

MAGENTA KEYLINE IS A CUTTER GUIDE, DO NOT PRINT. PLEASE SET TRAPPING THROUGHOUT Risk & Assurance Integrated software solution Managing risks and providing assurance that the process is working is a key requirement for any organisation, as is having an effective and efficient software

More information

Disclosures Offsetting Financial Assets and Financial Liabilities (Amendments to IFRS 7)

Disclosures Offsetting Financial Assets and Financial Liabilities (Amendments to IFRS 7) December 2011 Project Summary and Feedback Statement Disclosures Offsetting Financial Assets and Financial Liabilities (Amendments to IFRS 7) At a glance In December 2011 the International Accounting

More information

One of the Australian Government s core economic policy objectives is improving Australia s productive capacity.

One of the Australian Government s core economic policy objectives is improving Australia s productive capacity. Outcome 4: Safer, fairer and more productive workplaces for employers and employees by promoting and supporting the adoption of fair and flexible workplace arrangements and safer working arrangements Outcome

More information

FIRST ANNOUNCEMENT AND CALL FOR ABSTRACTS. 7th International Conference on Energy Efficiency in Domestic Appliances and Lighting (EEDAL 13)

FIRST ANNOUNCEMENT AND CALL FOR ABSTRACTS. 7th International Conference on Energy Efficiency in Domestic Appliances and Lighting (EEDAL 13) FIRST ANNOUNCEMENT AND CALL FOR ABSTRACTS 7th International Conference on Energy Efficiency in Domestic Appliances and Lighting (EEDAL 13) 11-13 September 2013 Coimbra, Portugal Introduction Citizens and

More information

Community Shares Practitioner Training and Licensing

Community Shares Practitioner Training and Licensing Community Shares Practitioner Training and Licensing January 2016 Contents Introduction... 4 Becoming a licensed practitioner... 4 Other materials... 5 Skills Specification... 6 Functional analysis...

More information

MS IN EUROPE Overview of the

MS IN EUROPE Overview of the CHANGING THE LANDSCAPE OF MS IN EUROPE Overview of the EMSP 2015-2020 Strategic Plan The Voice of People Living with MS in Europe The European Multiple Sclerosis Platform (EMSP) exists to improve the quality

More information

Transitional Strategic Plan Youth Work Ireland 2013 & 2014

Transitional Strategic Plan Youth Work Ireland 2013 & 2014 Transitional Strategic Plan Youth Work Ireland 2013 & 2014 February 2013 PROLOGUE Welcome to Youth Work Ireland s Transitional Strategic Plan 2013 and 2014. As our Board evaluated the outcomes and impacts

More information

Principles for High Quality Interpreting and Translation Services REGIONAL EVENT WORKSHOPS. 13th May Leeds Thackray Medical Museum

Principles for High Quality Interpreting and Translation Services REGIONAL EVENT WORKSHOPS. 13th May Leeds Thackray Medical Museum Four regional events took place in May 2015 REGIONAL EVENT WORKSHOPS 13th May Leeds Thackray Medical Museum 14th May Manchester Kings House Conference Centre 19th May Birmingham Signing Tree Conference

More information

Change and project management

Change and project management Change and project management www.first.com What gets measured, gets d! -Change leader Change and Project Management Change and project management Prince 2, PMI and PCI When projects fail in an organisation,

More information

Attribute 1: COMMUNICATION

Attribute 1: COMMUNICATION The positive are intended for use as a guide only and are not exhaustive. Not ALL will be applicable to ALL roles within a grade and in some cases may be appropriate to a Attribute 1: COMMUNICATION Level

More information

2013/2014 Business & Community Engagement Plan

2013/2014 Business & Community Engagement Plan 2013/2014 Business & Community Engagement Plan Bringing business and community together Introduction This Business and Community Engagement Plan (BCEP) highlights the ways in which HiB and its stakeholders

More information

Finding the Right People for Your Program Evaluation Team: Evaluator and Planning Team Job Descriptions

Finding the Right People for Your Program Evaluation Team: Evaluator and Planning Team Job Descriptions : Evaluator and Planning Team Job Descriptions I. Overview II. Sample Evaluator Job Description III. Evaluator Competencies IV. Recruiting members of your strategic evaluation planning team V. Recruiting

More information

Criminal Injuries Compensation Authority. Data protection audit report

Criminal Injuries Compensation Authority. Data protection audit report Criminal Injuries Compensation Authority Data protection audit report Executive summary January 2016 1. Background The Information Commissioner is responsible for enforcing and promoting compliance with

More information

IFE Strategic Plan 2014 2018

IFE Strategic Plan 2014 2018 IFE Strategic Plan 2014 2018 The Institution of Fire Engineers IFE Strategic Plan 2014 2018 View online at www.ife.org.uk/ife-strategic-plan 1 The Institution of Fire Engineers A charity managed for fire

More information

Prosperity Fund Creating Conditions for Global Growth Turkey Programme Strategy (2015-16)

Prosperity Fund Creating Conditions for Global Growth Turkey Programme Strategy (2015-16) Prosperity Fund Creating Conditions for Global Growth Turkey Programme Strategy (2015-16) Contents Introduction & Context Programme Objectives and Indicators General Guidance Notes Programme Structure

More information

Operations. Group Standard. Business Operations process forms the core of all our business activities

Operations. Group Standard. Business Operations process forms the core of all our business activities Standard Operations Business Operations process forms the core of all our business activities SMS-GS-O1 Operations December 2014 v1.1 Serco Public Document Details Document Details erence SMS GS-O1: Operations

More information

Mental Health and Wellbeing Statement

Mental Health and Wellbeing Statement Mental Health and Wellbeing Statement The promotion of good mental health is a University-wide concern. In a learning environment there are many opportunities for developing positive wellbeing, and there

More information

The integrated leadership system. ILS support tools. Leadership pathway: Individual profile APS6

The integrated leadership system. ILS support tools. Leadership pathway: Individual profile APS6 The integrated leadership system ILS support tools Leadership pathway: Individual profile APS6 APS 6 profile Supports strategic direction Achieves results Supports productive working relationships Displays

More information

Digital Asset Manager, Digital Curator. Cultural Informatics, Cultural/ Art ICT Manager

Digital Asset Manager, Digital Curator. Cultural Informatics, Cultural/ Art ICT Manager Role title Digital Cultural Asset Manager Also known as Relevant professions Summary statement Mission Digital Asset Manager, Digital Curator Cultural Informatics, Cultural/ Art ICT Manager Deals with

More information

3 rd EUA Funding Forum

3 rd EUA Funding Forum 3 rd EUA Funding Forum 6-7 October 2016 Hosted by the University of Porto Call for contributions Deadline 29 February 2016 INTRODUCTION Following the success of the 2012 and 2014 editions of the Funding

More information

Case study PCYC Leaders Connect, NSW 2009. Central Coast Community College. Background. flexiblelearning.net.au

Case study PCYC Leaders Connect, NSW 2009. Central Coast Community College. Background. flexiblelearning.net.au Case study PCYC Leaders Connect, NSW 2009 Central Coast Community College Background Central Coast Community College, was established in 1982, and is a VETAB registered and nationally recognised provider

More information

People & Organisational Development Strategy

People & Organisational Development Strategy 2013-2018 People & Organisational Development Strategy Delivering excellent research Delivering an excellent student experience Enhancing global reach and reputation 1. Introduction Glasgow 2020: A global

More information

Guidelines on the Development of Human Resources Policies

Guidelines on the Development of Human Resources Policies Guidelines on the Development of Human Resources Policies 1. Introduction 1.1 The aim of these guidelines is to assist in clarifying the process involved in developing and reviewing Human Resources policies

More information

The future of social work and social work learning: A visioning project from Lancaster University s Department of Applied Social Science

The future of social work and social work learning: A visioning project from Lancaster University s Department of Applied Social Science The future of social work and social work learning: A visioning project from Lancaster University s Department of Applied Social Science Lancaster Practitioner workshop: (March 1 st 2012) Seventeen social

More information

Social performance indicators at the Collahuasi copper mine, Northern Chile

Social performance indicators at the Collahuasi copper mine, Northern Chile Social performance indicators at the Collahuasi copper mine, Northern Chile Daniel M. Franks Centre for Social Responsibility in Mining, The University of Queensland, Australia Luciano Malhue, Mauricio

More information

Job description Customer Care Team Leader (Engagement)

Job description Customer Care Team Leader (Engagement) Job description Customer Care Team Leader (Engagement) Main purpose of job The Customer Care Team Leader will manage the day to day running of the internal Customer Care engagement team, ensuring it provides

More information

European Youth Forum Policy Paper Guiding Principles on Common Objectives for Voluntary activities and Greater understanding of young people

European Youth Forum Policy Paper Guiding Principles on Common Objectives for Voluntary activities and Greater understanding of young people European Youth Forum Policy Paper Guiding Principles on Common Objectives for Voluntary activities and Greater understanding of young people Adopted by the Council of Members, 21-22 November 2003 Rome

More information

04 Executive Summary. 08 What is a BI Strategy. 10 BI Strategy Overview. 24 Getting Started. 28 How SAP Can Help. 33 More Information

04 Executive Summary. 08 What is a BI Strategy. 10 BI Strategy Overview. 24 Getting Started. 28 How SAP Can Help. 33 More Information 1 BI STRATEGY 3 04 Executive Summary 08 What is a BI Strategy 10 BI Strategy Overview 24 Getting Started 28 How SAP Can Help 33 More Information 5 EXECUTIVE SUMMARY EXECUTIVE SUMMARY TOP 10 BUSINESS PRIORITIES

More information

Smart Meters Programme Schedule 2.5. (Security Management Plan) (CSP South version)

Smart Meters Programme Schedule 2.5. (Security Management Plan) (CSP South version) Smart Meters Programme Schedule 2.5 (Security Management Plan) (CSP South version) Schedule 2.5 (Security Management Plan) (CSP South version) Amendment History Version Date Author Status v.1 Signature

More information

AUDITOR GENERAL DAVID W. MARTIN, CPA

AUDITOR GENERAL DAVID W. MARTIN, CPA AUDITOR GENERAL DAVID W. MARTIN, CPA STATE BOARD OF ADMINISTRATION INSURANCE CAPITAL BUILD-UP INCENTIVE PROGRAM AND PRIOR AUDIT FOLLOW-UP Operational Audit SUMMARY This operational audit focused on the

More information

WORKPLACE RETURN TO WORK PROCEDURE

WORKPLACE RETURN TO WORK PROCEDURE Date of Adoption: 25/6/2015 The process outlined by this Procedure will meet the minimum requirements to assist the Local Government Association Workers Compensation Scheme (LGAWCS) meet legislative compliance.

More information

South Downs National Park Authority

South Downs National Park Authority Agenda item 8 Report RPC 09/13 Appendix 1 South Downs National Park Authority Equality & Diversity Policy Version 0.04 Review Date March 2016 Responsibility Human Resources Last updated 20 March 2013 Date

More information

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All The Trust Customer Experience Policy Customer Experience Team Version: Final Version Effective Date: July 2013 Affected Teams: All TABLE OF CONTENTS 1. INTRODUCTION... 3 2. AIMS OF THE CUSTOMER EXPERIENCE

More information

Quality Standard Customer Service Complaints Handling

Quality Standard Customer Service Complaints Handling Quality Standard Customer Service Complaints Handling Version 1 Date:- 2 nd December 2010 Page 1 Contents INTRODUCTION 4 OVERVIEW OF THE COMPLAINTS STANDARD 5 FRAMEWORK 6 MANDATORY SECTIONS 7 SECTION 1

More information

Supply Chain Strategy. Edition 01-2014

Supply Chain Strategy. Edition 01-2014 Supply Chain Strategy Edition 01-2014 Contents Executive Summary Mutual Benefits of the Supply Chain 01 04 Subcontractor Relations Guidelines 05 Levels of Engagement 07 Introduction Tiered Supply The Chain

More information

FROM THE CHAIRPERSON AND THE DIRECTOR LEGAL AID COMMISSION OF TASMANIA

FROM THE CHAIRPERSON AND THE DIRECTOR LEGAL AID COMMISSION OF TASMANIA FROM THE CHAIRPERSON AND THE DIRECTOR LEGAL AID COMMISSION OF TASMANIA CORPORATE PLAN 2015 From the Chairperson and the Director We can achieve this vision by: Ensuring that the right people can access

More information

IT S MORTGAGE REVERSE A SIGN OF THE TIMES

IT S MORTGAGE REVERSE A SIGN OF THE TIMES IT S A SIGN OF THE TIMES REVERSE MORTGAGE UNLOCK THE EQUITY IN YOUR HOME If you want the financial freedom to spend your retirement how you choose, with independence and dignity, you should talk to us.

More information

ESG 2015. Standards and Guidelines for Quality Assurance in the European Higher Education Area

ESG 2015. Standards and Guidelines for Quality Assurance in the European Higher Education Area ESG 2015 Standards and Guidelines for Quality Assurance in the European Higher Education Area Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) Please cite this

More information

WHAT DO YOU KNOW? HOW TO GET THE BEST INFORMATION OUT OF YOUR SYSTEM AND THE FOLKS THAT RUN IT.

WHAT DO YOU KNOW? HOW TO GET THE BEST INFORMATION OUT OF YOUR SYSTEM AND THE FOLKS THAT RUN IT. WHAT DO YOU KNOW? HOW TO GET THE BEST INFORMATION OUT OF YOUR SYSTEM AND THE FOLKS THAT RUN IT. ABSTRACT Steve Shoaf, City Of Asheville Nicholas Dierkes, Brown and Caldwell Understanding how well our Utilities

More information

PSPPROC506A Plan to manage a contract

PSPPROC506A Plan to manage a contract PSPPROC506A Plan to manage a contract Revision Number: 2 PSPPROC506A Plan to manage a contract Modification History PSPPROC506A Release 2: PSPPROC506A Release 1: Unit Descriptor Layout adjusted. No changes

More information

National Standards for Safer Better Healthcare

National Standards for Safer Better Healthcare National Standards for Safer Better Healthcare June 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous improvement in Ireland

More information

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS Attachment 1 Position Title: Programs & Client Relations Manager Responsible to: Chief Executive Officer Responsibility: Programs Management and Client

More information