The presence of quite a few microfinance players have steppd up the competition in the microfinance sector in Bosnia and Herzegovina. Most Bosnian microfinance institutions were established as governmental or international reconstruction projects. Those reconstruction projects, which responded to market demand and have gradually became specialized microfinance institutions targeting microentrepreneurs. The sector developed dynamically, and currently it is one of the most competitive in the region of Central and Eastern Europe and the New Independent States.

Due to increase in competition, this paper examines the ablility of MFIs to increase their efficiencies within Product Policies using Process Mapping. This report discusses the overview of the market, description of process mapping, how to apply the Process Mapping tool, tips for conducting Process Mapping and enhancing institutional culture

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