1. Era of Quality at the Akshaya Patra Foundation (TAPF) MS DIM 5102 Case Study, Summer 2016 – Jerry Valentine

2. Major Process to fulfill TAPF mission* ProcurementStorage Food Preparation LoadingDelivery Quality Control (sub-process) * Mission/vision: No child in India shall be deprived of education because of hunger; thereby addressing twin challenge of hunger and education. 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 childrendeath

3. 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.

4. TAPF Key Challenges include: and scaling Growing and scaling Demand for limited resources Uneducated staff Hunger and education Locations, staff willing to live in or near some of the villages Mix of centralized and decentralized kitchens Food storage, preparation and delivery Balancing nutrition and taste

5. 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

6. Strategies to Orient and Motivate unskilled workers should include: Measuring them against goals/KPIs Training videos of do’s and don’ts 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 Consequences for non-compliance Appreciation awards Bonus/rewards for good examples Encourage and reward Mentoring

7. KPIs KPIs already in place include: Temperature of food at time of delivery Delivery before noon Additional KPIs should focus on: Incidents of food poisoning Improvement in school attendance and performance % of food consumed % of food wasted