Posts Tagged ‘AF Fellows’

Keep the Customer Satisfied

Tuesday, January 17th, 2012

Yousef (right) with a WHI customer

WaterHealth International grew in size over the past few years, and in spite of moving to a bigger office building, finding a quiet meeting area is still a challenge. As a result, many meetings end up taking place in the company’s guesthouse, where I’m staying. Outside my room there’s a dinner table that is often used for meetings, and one morning as I walked out of my room on my way to the bathroom, I passed by my boss with a group of executives discussing sales forecasts. It gives the term “bringing work home” a whole new meaning.

Out of all of our teams, CART is the most frequent visitor to the guesthouse. CART stands for Customer Acquisition & Retention Team, the team responsible for understanding customers and catering to their needs. They spend hours reviewing performance, planning and debating action. CART meets at 7:00 in the morning just minutes after sunrise. They meet midday. After work hours, staying until 9:00 pm. They meet on weekends too. CART actually had a meeting on Saturday, December 24th – Christmas Eve.

WaterHealth is a social enterprise, which means that even though it works to provide access to clean water in rural India, it has to work day and night to “acquire” and “retain” “customers.” As a social enterprise, our survival depends on customer satisfaction. And therefore, we have to listen to the customers and improve the product to suit their needs. The way the company has evolved over a relatively short period of time proves that we listen. NGOs and other aid organizations also try to design interventions in a participatory way, but the conversation is different when the community is a “beneficiary” instead of a “customer.” Even if the feedback is clear, the sense of urgency to act on it is not the same.

In the past few weeks, I saw first hand the power of markets. People were comfortable coming to us with feedback, speaking their mind and sharing their needs. We follow people in the villages, going door to door, hoping they will buy our product. A beautiful shift in power happens when the poor are no longer a beneficiary, but instead a customer that we strive to satisfy.

Yousef is an Acumen Fund Global Fellow, Class of 2012. He works in Hyderabad, India with WaterHealth International, which incorporates technology and social marketing to increase access to safe, affordable water. Yousef is from Saudi Arabia, and worked as a Program Officer at the King Khalid Foundation. He received a B.S. degree in Accounting from King Fahd University of Petroleum & Minerals and an MBA from Clark University in Massachusetts. Follow him on Twitter @yoosiph

Launch of the Acumen Fund East Africa Fellows Program

Thursday, June 9th, 2011

Photo by Teddy Mitchener

I just returned from Nairobi where I attended the selection conference for our first Regional Fellows Program in East Africa. The day was inspiring on so many levels, but most of all it was a reminder of the incredible pipeline of leaders in the region that are aching to learn, grow, connect, and create real change.

As I walked into the Kenya Commercial Bank Leadership Center at 7:30am on a Saturday morning the room was filled with the buzz of an evening cocktail party.  Among the incredible candidates, I met a Ugandan who developed a company that provides solar home systems to low income communities, a Kenyan who is building affordable housing, a Tanzanian who has developed an entrepreneurship center for aspiring youth, and many representatives from our sector including Insta Products, TechnoServe, and KickStart.

Photos by Teddy Mitchener

The candidates were complimented by a powerful group of selection panelists made up of the Acumen East Africa team, as well as representatives from Kenya Commercial Bank (our regional funder), Edmond De Rothschild Foundations (our global funder), Dalberg, Umande Trust, Ashoka, Quantum Africa, Africinvest, and K-Rep Bank.

This was the first time this group had gathered together and the energy was electrifying.  Many of the candidates said the highlight of the day was the feeling that they were not alone, that there were others who shared values, aspirations, and a vision for a new East Africa.

The big takeaways for me were the following:

  1. Community. What we saw more than anything was a real need to connect this incredible group of people, who are attacking the issues of poverty in different ways but have a shared vision for change.
  2. Social Metrics. There is a tremendous need to find a common language around metrics.  As we evaluated the candidates many struggled to quantify and communicate their social impact.  This is something we plan to focus on in our training.
  3. Passion matched with action.  What most impressed me about these candidates is that they did not just talk a big game they matched that with action.  It reminded me of David Brook’s recent New York Times piece on this very topic.  We don’t just need dreamers we need doers.

Our first seminar launches July 21st.  Please stay tuned, because there will definitely be more news to come…

Blair Miller runs the Acumen Fund Global Fellows Program. Check out her personal blog here and follow her on Twitter at @AcuBlair.

Photo of the Week: Pharmagen Water and the contamination of life

Wednesday, June 8th, 2011

Ali Zubair is a resident of Lahore, Pakistan, a city with 10 million people who – like everyone else in this world – are dependent on water as a source of life. Unlike you and me, however, Ali relies on water that is a source of potential death.

Nearly every day, he wakes up and journeys about a hundred meters to this nearby government water plant, believing that it is a safer alternative to the water that comes out of his tap, which has been contaminated by the old and rotting water pipes. Although he admits that this government filtered water might still be unhealthy, Ali claims he has little options since he can’t afford to buy purified bottled water from Nestle or to boil water every day at home.

As this picture suggests, Ali’s water source is indeed impure, polluted with thousands of invisible microbiological and chemical impurities. While the government claims they are safe, such filtration points are only further propelling the problem that initiated in Lahore with contaminated tap water. Tragically, the end result is that 40% of all diseases in Pakistan originate from unhealthy water, killing over 200,000 children every year from diarrhea alone.

Fortunately, Pharmagen Healthcare Limited –the social business that I work with – is doing something about this emergency. Throughout the city, we have set up 17 Pharmagen Water shops – including one near Ali – where we purify our own ground water through a comprehensive purification process that involves multiple filtration steps, chlorination, ultra violet treatment and reverse osmosis. In other words, we are eliminating all the bad stuff that the other treatment methods (including boiling water) are not, while pricing our “Pure and Refreshing” water at just 1.5 Rs (about 1 cent) per liter.

Through our partnership with Acumen Fund, we have created 13 new shops over the past 6 months and are planning to add an additional 13 by the end over the year. In addition, we have rolled out several new services – including home and workplace delivery – that enable our customers to have similar service offerings as the affluent, but at a price they can afford.

Through these initiatives, our new marketing plan and our planned growth, we hope that Pharmagen Water can continue to provide people like Ali and the rest of Lahore with safe drinking water and play a small role in eliminating the needless contamination of productivity, health and ultimately life that is happening throughout the world.

This post originally appeared on The Fragments that Remain, the personal blog of Acumen Fund Global Fellow, Benje Williams. Benje is currently spending his Fellowship working for Pharmagen in Lahore, Pakistan.

Click here for previous Photos of the Week.

Photo of the Week: Langar…A Golden Experience of True Generosity!

Wednesday, March 23rd, 2011

It was the second weekend in February and I decided to travel north with friends to the state of Punjab, the northwest most state in India, bordered by the country of Pakistan to the West, and the Indian States of Himmachal Pradesh, and Jammu and Kashmir, to the Northeast.

I embarked on my journey, a short plane ride from Hyderabad to Delhi, and then transitioned to a long bus tour north through the state of Haryana, one of the most economically developed regions of South Asia that boasts a blossoming agricultural and robust manufacturing industry.  My eyes were glued to the window as I was beholden to the beauty of green flowing rice fields and bright yellow meadows of mustard flowers, like a patchwork quilt being sewn as we floated by. The bus blared its way through traffic, with the driver’s hand connected to the horn, a literal extension of his limb, and eventually we found our way, swerving and bumping, to the Northeast corner of Punjab, to the city of Amritsar.

The city of Amritsar is home to over 1.5 Million people and the resting place of one of the most famous shrines in India, the Harmandir Sahib, or better known as “The Golden Temple”. It is the spiritual and cultural Mecca of the Sikh religion. On most given weeks, it attracts more than 100,000 visitors (more than the Taj Mahal) and is the number one destination for Non-Resident Indians (NRI’s) in all of India.

As we arrived, we unloaded from the bus exhausted, tired, cranky, hungry, and in need of food and shelter! We squeezed into an auto rickshaw on the side of the dusty road and made our way through the narrow city streets to the center of town.  Among the bustling crowd, we began our trek by foot. As we walked among the pathways along the city walls, I recognized that we were walking in the luminous shadows of this spectacular monument, and felt the magnitude of this place.

You can imagine in a city of this size and attraction, what awaits among the multitudes of people…the burgeoning lines, the suffocating congestion of traffic, the intense chaos. But to my surprise, even within the liveliness of the masses, there was a calm, an order, and a quietness that was pervasive. Maybe it was the magnificence of this memorial, or maybe it was the tranquility that comes with being somewhere sacred. To see the swarm of people entering with such reverence, with heads covered and knees bowed and with prayer in their hearts was more beautiful than any monument or shrine.

However, the place where this peace overflowed the most was at Langar. Langar, the largest eatery in the world that serves thousands of people daily with free vegetarian meals, is managed and operated by all volunteers.  It is a part of the Sikh tradition of Seva, translated literally to mean ones spiritual service, or one’s giving back in the name of selfless generosity.

So just before midnight, having found a place to sleep but no food in our bellies, we ventured out to take part in Langar. As we entered the feeding hall, I was struck by the continuous flow of people, even at the late hour. We each shuffled in line and sat down in orderly rows on the floor, knee to knee, elbow to elbow, facing out across a sea of unknown faces to communally partake in our meal.  Large canisters of dal (lentils) were carried up and down the rows, heaping spoonfuls outpoured in every plate. Hands were outstretched to receive the fresh, warm chappati (bread) being tossed through the air precisely yet lightly falling into one’s open-cupped palms. It was an exchange done with care, humility, and love.

At midnight, the clock tolled twelve and it was officially Valentine’s Day, a day when many cultures are taught to celebrate love. But the love many of us have become accustomed to exchanging has become defined by gifts associated with monetary sacrifice.  Yet this exchange felt more defined by a gracious servitude, a giving of brotherly love, from one man to another, one stranger to the next.  This love felt powerful, felt more pure than the Hallmark card with a singing telegram.

This year, Sasha Dichter, Acumen Fund’s Director of Business Development, proposed a substitute for Valentine’s Day, called Generosity Day, the premise being that we spend the day saying yes to everything and anyone that asks for help in anyway, and seek opportunities to be generous.  What a beautiful calling for each of us — What if we could make every day about saying Yes, every day a Generosity Day?

Love in this day and age has become defined by romance and materialism.  Don’t get me wrong, I think the singing telegram cards are often funny and I love the taste of the Rochelle Forei chocolate candies. But I like warm chappati and dal made by a stranger’s generous hand even more…and learning and finding ways to be that generous hand, is a much more important and rewarding, No? YES!

“We cannot do great things on this Earth, only small things with great love” – Mother Teresa

Brenda Williams is an Acumen Fund Global Fellow in the Class of 2011, currently working at WaterHealth International.

Apply now for the East Africa Fellows Program!

Thursday, March 17th, 2011

Today we are proud to announce Acumen Fund’s continued commitment to building leadership for the field of patient capital by launching the East African Fellows Program. APPLY NOW!

We are seeking to develop a cohort of East African leaders who have the financial and operational skills to build strong organizations and the moral imagination to create a more inclusive economy and social system. For specific criteria and guidelines, click here.

This year-long program, structured like an executive MBA, will consist of four multi-day seminars, one regional trip, and culminate in an innovation conference, designed and executed by the Fellows.  The seminars will help Fellows develop strategies and practices for tapping into their passion and commitment to moral leadership, strengthen and grow Fellow’s social initiatives, and connect Fellows to global and local innovators who will remain a lifelong source of encouragement, collaboration and support.

The East Africa Fellows Program is made possible through the support of our partners, the KCB Foundation and the Edmond de Rothschild Foundations.

Applications will be accepted until 11:59 PM (East Africa Time) on Friday, April 15, 2011.  You must apply online.

Blair Miller runs the Acumen Fund Fellows Program.