This paper examines pricing as a determinant of customer’s choices. It tries to assess why pricing financial services are so difficult for users to understand. It also considers the pricing implications in evolution of “market-led”.

This note discusses the pricing concerns from customers’ perspective and the difficulty in understanding the costs associated with the financial services.

This note discusses process mapping – a technique that makes workflows visible. This note outlines the steps in process mapping.

This note briefly discusses the constraints to microleasing in developing countries in view of the legal and regulatory environment, weak economic conditions, institutional factors and client related factors.

It presents brief case studies detailing the experience of Tanzania Postal Bank and Equity Bank in Kenya.