99.9% of the Center's aid recipients are satisfied with the quality of issued products
According to the survey conducted by quality assessment bureau of the Humanitarian Center, 99.9% food aid recipients are satisfied with the level of service and the quality of food products issued as part of survival kits.
The packages from the Humanitarian Center are monthly received by more than 400,000 people, that's why the quality of food and the work of volunteers are under special control. The Center received feedbacks from aid recipients via hotline, social networks and quality assessment bureau. Based on their answers the Center gets credible opinion about food package composition, product quality and organization of aid receiving process.
"The Humanitarian Center secures constant control over the quality of issued products at all stages of aid provision process – from purchasing till giving out a food package into recipient's hands, and it also monitors the feedbacks. When we get complaints, we process them thoroughly and eliminate problems promptly. In September the Humanitarian Center issued 416,000 food packages to Donbas civilians. At the same time, we received the total of six complaints that came to our hotline and quality assessment bureau, each of them was handled, and all the people who sent the requests were given the answers. According to the monitoring data, 99.9% of aid recipients are satisfied with the Center's operation and product quality", - Oleksandr Uchuiev, the Head of Control department at Rinat Akhmetov Humanitarian Center, shared.
Over two years the Center built a huge aid providing mechanism from scratch - product purchasing, food storage in distribution centre in Dnipropetrovsk, deliveries to the Center's logistic warehouses in Donetsk and Mariupol, organization of survival kit issuance.
"As for the volumes of purchased goods, Rinat Akhmetov Humanitarian Center is one of the largest customers at food market of Ukraine. We purchase 3,500-4,000 tons of food from Ukrainian manufacturers. All products are backed by quality certificates and their shelf life is long enough. In case there are any deviations from quality standards, this product is not purchased. The Humanitarian Center is responsible for every issued survival kit", – Anastasiia Kladova, the Head of Purchasing department at Rinat Akhmetov Humanitarian Center, shares.
The quality inspection of humanitarian aid from the Center has five stages:
1.Quality inspection of food products to purchase
When purchasing is being planned, the entire process starts with inspection of food products, provided by new manufacturers, which is followed by tender between them. Afterwards the food is taken for inspection to independent laboratories. Each product from a food package goes through quality check by an independent laboratory: organoleptic (indicators of taste, smell, texture, colour, absence of extraneous impurities) and physicotechnical (product weight indexes and the amount of salt in it). After the examination the Center gets a certified report with the results of the study.
2. Quality inspection when receiving the batch and before sending it
All products are delivered to distribution centre in Dnipropetrovsk. When receiving a new batch, they check availability of quality certificates, package integrity and shelf life of the products. In case the products are of low quality, the supplier is responsible and obliged to provide complete replacement of goods. There is also an additional quality inspection before the product dispatch.
3. Inspection at the Center's warehouses in Donetsk and Mariupol
The volunteers of logistic centres in Donetsk and Mariupol check the products when unloading truck convoys: conformance with temperature requirements and food package quality. The warehouses in logistic centres observe all sanitary norms and zoning regulations, goods are stored in compliance with the required temperature regime and humidity level.
4. Product inspection during stickering and packaging
The procedures are carried out during food package formation at the logistic centres. Volunteers mark each product unit with a special sticker saying "Humanitarian aid. Not for sale", checking the products once again.
5. Monitoring of customers' feedbacks: hotline, social networks, Internet
The Center's hotline. People leave their suggestions on improvement of the Center’s and issuing points’ operation and their feedbacks about food packages. The Center's employees process every feedback and eliminate the problems. The hotline operators also call about 5,000 aid recipients a month to get feedbacks about the Center's work.
Quality assessment bureau. The operators call 3,000 people a month. Based on their answers the Center sees the real opinion about food package composition, product quality and organization of aid receiving process.
Social networks and Internet. The Center's employees track users' comments to get feedbacks on product quality.