Information for operational control
The Operations level consists of the field level staff and the clients. This has been illustrated in the image below.
- All staff responsible for day-to-day activities needs operational information that enables them to accomplish their tasks—such as disbursing loans, collecting payments, carrying out training programs, or paying bills.
- Operational information enables the user to take action.
- A delinquent client report identifies which clients a loan officer needs to visit.
- A delinquent loan follow-up report enables a supervisor to ensure that corrective action is being taken.
- Operational information focuses on the short term.
- Clients will see information on their account activity.
- This information would appear like a typical bank statement, listing the account’s activity and current balances, so that they can confirm that the information is correct and understand how their account is being treated—for example, how their payment is divided among principal, interest, and other charges.
- Clients will have a clear repayment schedule showing the amount and timing of payments due.
- The presentation of client reports will emphasize clarity, avoiding extraneous information and using common language where possible.
- Field staff—especially loan officers—cannot do their jobs well without good, accurate information, presented punctually and in a useful form. For example, loan officers need the repayment status of loans as of the previous business day so that they can follow up immediately on overdue payments.
- Reports for field staff will present information only for their caseload, so that staff does not have to sift through masses of information.
- All the information for a specific part of their job will be presented in one concise report, such as the information a loan officer needs for client follow-up (name, phone number, amount overdue, next payment date).
- Examples of Client reports
- Examples of Field Staff reports
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