Cover -- Title page -- Copyright information -- CONTENTS -- Acknowledgements -- Foreword -- Acronyms -- I Introduction to Microfinance Management -- 1 The Manger's Manadate -- 2 Financial Services and the Poor -- 3 Institutional Options -- 4 Strategic Direction -- II Markets and Marketing -- Introduction -- 5 Microfinance Market Research -- 6 Product Development -- 7 Communicating Value -- 8 Customer Service -- 9 Customer Loyalty -- III Managing Risks -- 10 Introduction to Risk Management -- 11 Credit Risk -- 12 Staff Fraud and Security Risk -- 13 External Risks -- IV Organizational Structure -- Introduction -- 14 Human Resource Management -- 15 Institutional Culture -- 16 Organizational Structure -- 17 Using Organizational Architecture to Manage Growth -- V Towards Greater Efficiency and Productivity -- 18 Understanding Efficiency and Productivity -- 19 Performance Incentives -- 20 New Technologies -- 21 Managing Change -- 22 Costing and Pricing -- 23 Plans, Budgets and Reports -- 24 Managing Performance -- Bibliography -- Index.