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clients in a more customer-focused manner hence the need for customer relations programme to the development finance institutions.

The programme’s aim was to upgrade the skills of frontline officers and managers in dealing with clients, and building a strong and mutually beneficial relationship with clients of their organisations.  

In addition to training them in customer interaction skills, part of the purpose of this program was to build awareness of the importance of handling their clients in a sensitive manner.  

Thirty nine (39) delegates from network DFIs attended the programme, and countries represented were Lesotho, Mozambique, Namibia and Zambia DFIs.

Monitoring and Evaluation

13th - 16th October 2014, Windhoek, Namibia

This workshop provided an introduction to the essentials of Monitoring and Evaluation.  It was based on the publication “Ten Steps to a Results-Based Monitoring and Evaluation System (Kusek and Rist, published by the World Bank, 2004). A number of case studies were used to enhance the delegates learning opportunities. Delegates were given the opportunity to build their own examples of Monitoring and Evaluation using a practical spread sheet-based tool.

It was aimed at assisting participants in gaining a broad understanding of monitoring and evaluation, learn a World Class framework for monitoring and evaluation, how to select indicators, how to set targets and monitor them, develop monitoring and evaluation specific skills and acquire practical tools for monitoring and evaluation implementation.

In attendance of the programme, there were twenty five (25) delegates from eight (8) Development Finance Institutions within five (5) countries in the region.  Two (2) Non Development Finance Institutions from Namibia also attended this programme (Polytechnic of Namibia and Agra ProVision Limited).  Countries represented were Botswana, Lesotho, Namibia, Tanzania and Zambia.


Performance Management

25th - 29th August 2014, Johannesburg, South Africa

The training was a collaboration between the SADC - Development Finance Resource Centre and the Institute for Performance Management of South Africa.

It was aimed at preparing participants to develop and implement a performance management system within their organisation. It was also aimed at assisting participants to understand the different elements, concepts, methods and tools that can be incorporated into the performance management system.  

The programme also explored best practice in institutional arrangements for performance management in DFIs and related institutions.

Participants had a thorough understanding of the different phases involved within the performance management cycle and how to incorporate these into the schedule and calendar of activities within the organisation.

In terms of participation, there were twenty three (23) delegates from thirteen (13) Development Finance Institutions in seven (7) countries across the region.  A non-member institution from Zambia (Zambia