Every day Rinat Akhmetov Humanitarian Center controls the quality of products and the work of volunteers
The quality of food products included in the survival kits for Donbas civilians and the work of volunteers and issuing points are going through daily control of not only Rinat Akhmetov Humanitarian Center, but the charity recipients as well. This was announced by the Head of project and contract department of "Humanitarian Aid" direction Pavel Lapin.
Ensuring high quality at all work stages is one of the major goals of Rinat Akhmetov Humanitarian Center. None of Ukrainian charitable organizations has ever been involved in such a large-scale humanitarian aid in Ukraine. And a year ago the Humanitarian Center was building all the core mechanisms from scratch: purchasing of food products, their delivery to the distribution centre in Dnipropetrovsk and then to the Humanitarian Center's logistic warehouses, organization of aid issuing points and maintenance of their operation. Today all the organizational moments are running smoothly, and the Humanitarian Center has focused its efforts on the quality of products and the work of Humanitarian Center's volunteers.
"There are 2,500 volunteers working at Rinat Akhmetov Humanitarian Center. Every month they distribute 500,000 survival kits in more than 100 issuing points, and all the processes are going simultaneously. The end user of this chain is a humanitarian aid recipient, so it is important for us to get a feedback. A person who comes to the issuing point, does not just receive a food package, but also becomes an active participant in the struggle for the high quality of service", – Pavel Lapin shares.
To ensure the efficient work at all the levels, Rinat Akhmetov Humanitarian Center is using three ways of getting a feedback from aid recipients:
- The Humanitarian Center's hotline. People call the hotline not only asking questions about the Humanitarian Center's work, but also giving a variety of suggestions for improvements, which are processed, specified, and afterwards the Humanitarian Center is searching for the ways to implement them.
- Bureau of outgoing calls. Every month the operators call 5,000 of randomly selected people. Based on their answers the Humanitarian Center gets a reliable picture of the food package content, the quality of products and the organization of aid distribution process.
- "Mystery consumer". An independent person comes to issuing point without warning and under the guise of aid recipient assesses its work by filling in the form of 34 points. It results in the "picture" of the specific issuing point at the moment of observer's visit.
Food for survival
According to Ukrainian legislation, all the food products referring to humanitarian aid must be confirmed by quality certificates and have a longer shelf-life. These requirements are strictly controlled by the Humanitarian Center, including the storage conditions of products during their delivery.
Considering the large volume of purchases that make about 4,500 tons of food per month, the Humanitarian Center is working with 15 largest Ukrainian food suppliers on a permanent basis. The main principle is "price-quality-reputation". When the supplier is sending its products to the warehouse in Dnipropetrovsk, the responsible employees open the trucks and carefully check the content when receiving the goods. According to the terms of the contract, in the case the supplied products are of low quality, the supplier is responsible and obligated to make the complete replacement of the goods.
The quality of service provided for our aid recipients is under the special control of the Humanitarian Center. Each volunteer is familiar with the certain performance standards and has put his/her signature under them. According to opinion poll, 99.9% aid recipients are happy with the service. They point out that volunteers are polite, helpful in getting oriented at the issuing points and even help to carry the packages. Due to clear and smooth organization, people always know what day they can get their food package according to their coupon.
"The Humanitarian Center is constantly working hard to make the algorithms of humanitarian aid issuance fully observed by 100%. The today's credo of Rinat Akhmetov Humanitarian Center is stability and efficiency in terms of quality", – Pavel Lapin assures.