Conversion Franchising: Steps for Making Quality Health Services Sustainable in the Bangladesh NGO Sector

Non-governmental organizations in Bangladesh have played a significant role in the development of the country. For many people, NGOs are the main provider of health and other social services. The objective of the Smiling Sun Franchise Program (SSFP) is to convert 30 local NGOs that have a network of 319 clinics to a franchise business model that will make available sustainable, high quality reproductive health and primary care services. This presentation discusses the steps taken to develop a viable franchise management organization. How the participating NGOs relate to the franchise management organization and the steps taken by the NGOs to convert from a public service orientation to a business model that will allow them to continue to provide services to indigent clients while generating revenue to support a 70% of their operating expenses. The presenters will discuss the processes for aligning the mission and vision of each NGO, including gaining support for the franchising concept within their governing boards, to streamlining clinic and project management staffing patterns and work processes to ensure efficient and effective management of clinic operations. The presenters will also discuss how SSFP built business planning and other management skills in NGO staff as well as changed the operational mindset of the NGOs to adopt a more business oriented, client-centered approach that attracted more clients and allowed for the expansion of services.