Sweta Mangal, CEO of Ziqitza Healthcare Limited, wants to assess if her company is truly reaching the poorest customers. However, she is worried that data collection processes could add complexity and slow down their streamlined call center operations. Ziqitza handles over 2.5 million phone calls per month across India. Sweta cannot afford to slow growth or operations by changing their day-to-day processes. She needs to find a way to measure social impact without disrupting call center functions.

1. CASE STUDY
PART 2
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2. CEO of Ziqitza
Healthcare Limited,
Sweta Mangal, knows the
importance of gathering
data about her
customers.
She is eager to assess if
Ziqitza is truly reaching
the poorest customers.
But she has a business to
run.
2Image Credit: Center for Health Market Innovations All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.

3. Over the past five years, her
company has received 2.5
million phone calls for its
services and is averaging
352,524 calls per month across
the country. Her employees are
busy and she is worried about
data collection processes that
will add complexity to
streamlined operations.
3Image Credit: Center for Health Market Innovations All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
She absolutely cannot afford to
slow down the growth of her
business or risk people’s lives by
slowing down operations on a
day to day basis.

4. DATA ARTISTRY CASE STUDY:
SPROXIL
Mobile technology to combat
counterfeit medicine, Nigeria
4
Watch this short video (start at minute 2:25) to learn a little bit
more about Ziqitza’s operating conditions. As you watch, think
about what methods of data collection might be most effective.
How could Ziqitza begin to assess whether it was truly serving the
poor? Click on the link below to the launch the video.
Video produced by GOOD. All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
https://www.youtube.com/watch?v=eH_x1J9nLps

5. 5
Now that you have
learned a bit more about
Ziqitza’s operating
environment, put yourself
in Sweta’s shoes. If you
were a CEO, what are
three major concerns or
questions you would have
about how to measure
impact while still running
your social enterprise?
Image Credit: Center for Health Market Innovations. All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.