Era of Quality at the Akshaya Patra Foundation
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Era of Quality at the Akshaya Patra Foundation (TAPF) MS DIM 5102 Case Study, Summer 2016 – Jerry Valentine
Major Process to fulfill TAPF mission* Procurement Storage Food Preparation Loading Delivery Quality Control (sub-process) Process Mapping Insights: • There are 5 major level-one processes each carrying a significant amount of weight, meaning that the full process would break down if one of the major steps were not carried out successfully • Quality Control spans all of the major processes and may best be categorized a sub-process • A sub-process that is arguably the most critical because I believe the worst case scenario is: • Investment to procure, store, prepare, load, and deliver food that is harmful resulting in wasted time, money, energy, resources, and even death of young children * Mission/vision: No child in India shall be deprived of education because of hunger; thereby addressing twin challenge of hunger and education.
Customer Journey The customer journey in this case differs from the “typical” or common customer journey because: • Ultimate customers are children • Feeding the students nutritional sustenance for survival and creating energy for education • Customers are not purchasing the food so cost is not a factor • • Is more of an opt-in or opt-out situation driven by hunger and taste Focus is on a need* (hunger; nutrition) vs a want * Needs include: food, water, shelter, oxygen, companionship.
TAPF Key Challenges include: • Growing and scaling • Uneducated staff • Mix of centralized and decentralized kitchens • Food storage, preparation and delivery • Demand for limited resources Hunger and education • • • Locations, staff willing to live in or near some of the villages Balancing nutrition and taste
Challenges related to Processes vs Environment Factors within TAPF control include: • Quality controls • Level of standardization • Depth and breadth of monitoring • Balancing nutrition and taste Factors beyond TAPF control include: • Location of villages • Road quality/infrastructure • Staff willingness to live in or near some villages • Uneducated staff
Strategies to Orient and Motivate unskilled workers should include: • Measuring them against goals/KPIs Videos of consequences (e. g): • • 351, 000 People Die of Food Poisoning Globally Every Year Bihar, India school meal poisoning incident 23 children dead Happy children that are not hungry and getting an education • Encourage and reward Mentoring Training videos of do’s and don’ts • • Consequences for non-compliance • Bonus/rewards for good examples • Appreciation awards
KPIs already in place include: Additional KPIs should focus on: • Temperature of food at • Incidents of food poisoning time of delivery • Delivery before noon • Improvement in school attendance and performance • % of food consumed • % of food wasted
