This note documents the lessons learned in 2005 under the Action Research Programme of MicroSave. Focusing on strategy, the note discusses strategic alignment between an institution, its staff, management and stakeholders, shared vision, strategic marketing, improving governance and risk management process for its success. It also stresses the role played by branding which is not merely designing a logo, but it requires linkages with organisational strategy. The note also emphasises various processes in savings and lending operations including staff incentive scheme for savings, loan portfolio audit and pilot testing. It further discusses importance of communication, institutional culture for customer oriented service and feedback loop to improve efficiency. This note concludes with a focus on e-banking and performance management of the staff to deliver effective and efficient services.

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