Magazine article International Trade Forum

In Practice-Successful Innovators

Magazine article International Trade Forum

In Practice-Successful Innovators

Article excerpt

These cases are drawn from ITC's survey on innovation among services exporters.

Helping microfinance institutions become selfsufficient

Action for Rural Development (AFORD) is an indigenous, nonprofit organization based in Uganda which specializes in microfinancing. In Uganda, the programme has expanded from one district to four and from 200 to over 450 clients. Its success has been due to policies that ensure cost efficiency and practices that reinvest earnings and loan repayments in the programme. Having identified the factors that make it successful in helping microfinance institutions become self-sufficient, AFORD now exports its expertise to other parts of Africa and India.

Technology innovation provides up-to-date phone listings

In many developing and transition countries, access to accurate and current telephone numbers continues to be challenging. Hard-copy directories tend to be incomplete, out of date or in limited supply. Pakistan Telecommunications Ltd addressed this problem by providing a 24-hour on-line telephone directory through the Internet. It is now in a position to export this expertise to other markets.

Putting it all together: Innovative service offerings, delivery and organizational practices

Tanzania Posts Core. has adopted country-first innovations of all three kinds:

Service design. Postal mini-buses offer passenger services along domestic regional routes. Postal outlets have become one-stop service centres that sell stationery and communication products; provide photocopying, telephone and money transfer services; accommodate agents who sell newspapers; act as agents for others by accepting newspaper advertisements, selling lottery tickets, selling revenue stamps for radio stations, and selling tickets for motor boats between Dar es Salaam and Zanzibar.

Service delivery. It has automated counter services to reduce waiting times and improve quality of service (introduced initially as a pilot project, with dial-up or on-line electronic data interchange systems connected to headquarters.

Organizational structure. It contracts out post offices that are not breaking even, has introduced a performance contract, and has launched a computerized trackand-trace system.

Rigorous quality assurance backs innovative services Tata Consultancy Services (TCS) is one of Asia's largest global inde endent software and services companies, with 59 offic Headquartered in Mumbai," worked with over 500 comp the world and has a high ra and referral business. …

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