MoreMilk Workshop Making the Most of Milk Participant’s Guide Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› © 2019 International Livestock Research Institute (ILRI) ILRI thanks all donors and organizations which globally support its work through their contributions to the CGIAR Trust Fund This publication is copyrighted by the International Livestock Research Institute (ILRI). It is licensed for use under the Creative Commons Attribution 4.0 International Licence. To view this licence, visit https://creativecommons.org/licenses/by/4.0. Unless otherwise noted, you are free to share (copy and redistribute the material in any medium or format), adapt (remix, transform, and build upon the material) for any purpose, even commercially, under the following condition: ATTRIBUTION. The work must be attributed, but not in any way that suggests endorsement by ILRI or the author(s). NOTICE: For any reuse or distribution, the licence terms of this work must be made clear to others. Any of the above conditions can be waived if permission is obtained from the copyright holder. Nothing in this licence impairs or restricts the author’s moral rights. Fair dealing and other rights are in no way affected by the above. The parts used must not misrepresent the meaning of the publication. ILRI would appreciate being sent a copy of any materials in which text, photos etc. have been used. Citation ILRI (International Livestock Research Institute). 2019. MoreMilk workshop: Participant’s guide. Nairobi, Kenya: ILRI. Production of this material has been funded by the Bill & Melinda Gates foundation, the CGIAR Research Program on Agriculture for Nutrition and Health, and UK aid from the UK government. However, the views expressed do not necessarily reflect the official policies of these institutions. Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Milk Hygiene a 1 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 3 At the end of this series, you should be able to: Buy clean and good quality milk Conduct milk tests to determine quality Handle milk hygienically so it does not get contaminated Identify and use food grade milk handling containers Make sure your customers handle milk safely, so it doesn’t get contaminated after they buy it Educate your customers about the health benefits of milk so they’ll want to buy more of it for their families Run a more profitable business so that you make more money Promote your business within your community Series Series Objectives Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Why safety and hygiene matter in the milk industry Basics of milk hygiene What happens when milk goes bad General causes of bad milk Session Objectives: Milk Hygiene Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 5 Foodborne diseases result from consuming food contaminated by bad bacteria or chemicals If milk is spoiled, does not always mean it carries foodborne illness Contamination can occur from poor handling by producer, vendor or customer Symptoms range from mildly uncomfortable to fatal Foodborne Diseases Chills / fever Dehydration Cramping Diarrhoea Infertility, abortion Joint pain Liver inflammation Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 6 Foodborne Diseases Cont’d Foodborne diseases transmitted through milk include: Brucellosis Tuberculosis Cholera Typhoid Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 7 Preventing Foodborne Disease Foodborne diseases harmful to customers and your business profits Serious, but preventable by practicing good hygiene Can’t always tell by looking / tasting / smelling if milk is safe Must buy from source that practices good hygiene Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 8 Bacteria are small organisms, too small to see All around us, can only be seen with a microscope Most bacteria good In milk, good bacteria makes cheese, yogurt, mala Some bacteria bad, also referred to as “germs” In milk, bad bacteria causes illness, disease, spoilage Milk is nutritious for people, but bacteria like it as well Bacteria Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Bacteria grow by diving in two Some bacteria divide in two every 15 minutes. When milk first contaminated by bacteria, the amount can be very low for the first few hours As time passes, bacteria can multiply more rapidly Growth of bacteria is preventable Bacteria and Milk Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Preventing Bacteria Growth Boiling and pasteurisation kill bacteria Bacteria grow back faster in boiled/pasteurised milk than raw milk Refrigeration, keeping milk cool slow bacteria’s ability to multiply Freezing milk stops bacteria from growing Effective way to preserve milk Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Pasteurisation is a process in which milk is treated with mild heat Usually less than 100 degrees C (or 212 degrees F) for a specified length of time Compulsory by Kenyan law for milk sold in urban areas Does not affect nutritive value of milk Less effective than boiling for killing bacteria Pasteurised milk should be kept separate from raw milk Pasteurisation usually done by a distributor / hub, should not be attempted at home Pasteurisation Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Hygiene extremely important when handling milk Good hygiene keeps milk safe / fresh Customers also judge milk quality by cleanliness of seller and shop Customers who see a dirty shop may buy elsewhere Cleaning vs Disinfecting Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 1.1 Disinfecting with Bleach Solution Soap Rinse 10 min Surface Contact 1 Part Bleach 9 Parts Water Sun-Dry 1 2 3 4 5 Rinse Again 6 Dry Upside Down 7 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 1.2 Disinfecting with Boiling Water (No Bleach) Soap Rinse Sun-Dry Boiling Water Dry Upside Down 1 2 3 4 5 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Testing Milk Can’t always tell if milk is good quality / safe just by looking. Must be able to test milk ourselves Testing milk helps determine if milk is contaminated before we spend money on it - and before it ends up in hands consumer Even if milk is pasteurised, you must test Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 16 Milk Hygiene in the Supply Chain 17 a 2 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Milk Hygiene in the Supply Chain Very important to keep milk safe / hygienic during journey from farm to shop Contamination is serious concern Contamination caused by bad bacteria / chemicals Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 18 Session Objectives How to prevent contamination along the supply chain The Farm The Distributor In Transit In Storage During Handling Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 19 Buying Better Milk Important to sell customers good safe milk Negotiate with distributors if you think you are not receiving good quality Work with distributors to make sure milk not contaminated Good safe milk means customers happy / will buy more Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 20 Adulteration is adding another substance to milk to increase volume (flour, water, eggs) Adulteration not the same as contamination Adulteration can result in contamination if bad bacteria / germs are introduced Adulteration robs consumer, is illegal It is possible to test for adulteration with lactometer Adulteration vs Contamination Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Lactometer measures milk density Drop lactometer instrument in container of milk and read numbers on side Depending on how high / low number is, lactometer can tell if there is adulteration Good milk between lactometer reading of 26 and 32 2.1 Lactometer Test Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 22 Ideal facility has animals in area that are completely dry and clean Facility should have clean, dry sleeping area Animals hooves should be clean Look for warnings signs that standing and laying areas are wet/boggy with lots of faeces Farm Facilities Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.2 Shed Cleanliness (Standing Area) Completely dry No faeces/mud on ground Hoofs remain clean Mainly dry some wet patches Less than 1cm faeces/mud on ground Hoofs on hard ground Wet 1- 3 cm of faeces/mud on ground Hoofs sink a little in ground Boggy More than 4 cm faeces/mud on ground Hoofs sink deeply in ground Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.3 Shed Cleanliness (Lying Area) Completely dry and clean Mainly dry and clean, some faeces Damp bedding with trodden in faeces Wet and filthy bedding area Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Communicating with Producers Negotiate / speak up if you see poor hygiene practices / facilities Negotiating for better hygiene good for public health / business If you see poor hygiene practices: Reassure producer you want to keep buying milk You will source milk elsewhere if problems continue Provide producer hygiene checklist Offer to walk through checklist with producer Always test milk Producers more likely to be motivated to follow hygiene suggestions if: We communicate quality requirements We pay promptly Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.4 Checklist for Farmers Clean hands before milking Clean, dry shelter for animals Keep milk cool and covered Milk healthy cows Do not milk if sick Use appropriate / clean containers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.5 Checklist for Distributors Clean hands before handling Clean facilities Buy from trusted farmers Do not handle milk if sick Use clean / appropriate containers Keep milk cool and covered Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Distributor: Vendor is not your biggest customer, but they are regular You occasionally have vendors complain about the milk, but rarely do they test your milk When vendors complain, you insist that your milk is very high quality If the vendor mentions the test, ask to see results Offer a different container of milk Accept the flyer if offered Negotiation Skills Vendor: Last week you received complaints of illness from customers who bought your milk. Now you are at the distribution centre to buy milk. You decide to test the milk before buying with the clot-on-boiling method. You see flakes and clumps in the milk. The distributor comes to collect payment. What do you say to them? BREAKOUT GROUPS Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Farmer: Vendor buys milks from you regularly. You are very proud of your farm, but this month it has been hard to keep up with the chores. You see the vendor conducting the test. You are proud that the test revealed the milk was good. You don’t understand why the vendor wants to talk about the stalls when the milk was good. You need a good explanation. Accept the flyer if offered Negotiation Skills Vendor: You are at the farm you buy your milk from. Before buying, you conduct the alcohol test. The milk appears to be high quality, it does not clump or flake. However, you can see that the cows are lying down in stalls that appear to be full of faeces. The farmer approaches to collect payment. What do you say to them? BREAKOUT GROUPS Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Update records every time you purchase milk from a distributor Keep track of: Name of supplier Volume of milk supplied Date and time milk was supplied Price paid Whether or not milk was pasteurised Results of test conducted Keeping Records Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.6 Purchase Record NAME VOLUME DATE TIME BOUGHT PRICE PER LITRE PASTEURISED TEST RESULT Aasir's Farm 5 litres 20/6/19 9:30am XX.XX Yes No clotting Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Milk travels to get to your place of business During transport, hygiene and quality must be maintained Keep distance as short as possible Keep temperature as low as possible (consider time of day and container) Use a sealed container with no cracks, rust, etc. Always test milk before accepting it Maintaining Milk Quality During Transport Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.7 Maintaining Milk Quality During Transport Short Distance Low Temperature Sealed Containers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Examples in Participant Guide Containers approved for milk (e.g., Mazzican container) Containers with no seams, smooth sides, wide opening, no cracks or rust Containers that close properly (open containers can increase chance of contamination) Never use improper containers If you see producers using improper containers, speak up, negotiate Acceptable Transportation Containers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 35 10 litres Made of food grade plastic Comes with milking funnel 2.8 Mazzican Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Smooth sides Aluminum or stainless steel Must have lid that closes all the way 2.9 Other Acceptable Containers (Milk Cans) Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Non food grade plastic Container that previous stored something else, possibly chemicals 2.10 Unacceptable Container Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Milk Storage Best Practices at Your Shop Keep facilities clean / disinfected, use clean, dry rags Keep milk cool (refrigerator, out of sun, cool / dark spot) Use acceptable containers Address pest problems quickly If milk left at end day, keep cold / ferment to mala / boil and seal / freeze Label milk: Purchase date Pasteurised or no Keep pasteurised milk separate from raw milk If milk is purchased in non-hermetically sealed bags, take extra care with temp and cleanliness Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 39 Customers more likely to buy milk from vendor who appears clean / hygienic Hygienic vendors means safer milk, less chance of illness, less spoilage, less profit loss Don’t smoke Cover your head or pull back hair Wash hands Keep nails trimmed Safe Milk Handling – Personal Hygiene Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.11 Safe Milk Handling Personal Hygiene and Health Don’t Smoke Head Covered Hands Washed Trimmed Nails Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.12 Correct Way to Wash Hands 1 2 3 4 5 6 7 8 Pull sleeves up Rinse Wash hands with soap Wash forearms with soap Brush hands and nails Rinse to remove soap Dry with paper towel Use a paper towel to turn of tap Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Customers and Milk Hygiene 43 a 3 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Session Objectives How to ensure your customers are handling your milk hygienically once they leave your shop Educate Your Customers Handle Complaints Hygiene Action Plan Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 44 Zawadi, a milk vendor, has worked very hard to improve the quality of her milk.  She has begun testing milk before accepting it and negotiating with her supplier for better product.  She has identified containers that need to be replaced to store milk, and has begun being very mindful about cleaning disinfecting containers and surfaces she uses.  She washes her hands before and after handling milk, makes sure her shop is swept and very clean. She does not have a fridge, but she always makes sure to store her milk in a cool area, and to keep the containers tightly closed at all times. Case Study: Zawadi and Jaali Case Study: Zawadi and Jaali Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› On a hot, sunny day, a new customer, Jaali, comes to purchase milk from Zawadi, because he noticed how nice her shop was looking. Before entering, he opens his container and shakes out the few drops of remaining water from when he rinsed it out that morning with cold water. He enters the shop and Zawadi is quick to help him. She pours the milk into his container.  Jaali reaches deep into his pocket to find the right coins to pay her with, and then he purchases the milk. Zawadi thanks him and tells him that she hopes he will become a repeat customer. He leaves the shop and, wanting a taste of the milk, opens the top and dips a finger in for a taste, holding the lid to the container in his other hand. Case Study Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› As he’s tasting the milk, a friend approaches him in the street.  Jaali’s happy to see him, and the two talk for about 15 min. Jaali’s friend eventually says goodbye, Jaali puts the lid back on the container and goes to get his bike. He straps the container of milk to the back of the bike and starts to ride home. Jaali always takes a short cut to get home, which gets him there faster, but takes him over a very bumpy section of the street. Jaali gets home to find his wife putting their new baby down for a nap.  He puts the milk on the table, and notices that some has dribbled out the top during the ride. He takes the top off and grabs a rag that’s on the table. He wipes the rim of the milk container with the rag, screws the top on, and goes in to check on his baby son. Jaali and his family do not own a fridge. Case Study Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Milk Hygiene and Customers Promoting good hygienic handling practices good for business Also good for public health Customers who believe milk is safe come back, buy more Even if you practice good hygiene, customers may not Regardless of fault, customers will have bad impression of your product if they get sick Why it’s important Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Be cleaned, well groomed, wear clean clothes Keep store visibly clean Remember, clean is not the same as disinfected, but it does help! Display licenses, certifications Refrigerate or store milk properly If you don’t have fridge, keep milk cool in shade, or put container in basin of water Show you are committed to milk safety Demonstrating Hygiene to Customers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Displaying checklists / milk safety guidelines increases consumer confidence Customers who believe you are committed to milk safety more likely to purchase your milk Five Keys to Safer Milk Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 3.1 Five Keys to Safer Milk 1 2 3 Sell unadulterated milk Separate raw and pasteurised Maintain cool temperature Track purchase dates Practice personal hygiene 4 5 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› How to Improve Customers’ Milk Hygiene Show customers how to clean / dry their milk containers to prevent contamination Educate customers on milk safety / hygiene Use completely dry and clean containers Container should close completely Customers should consume milk same day bought Educating customers on products leaves them with good impression, builds trust Be respectful, particularly with mothers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Handling Customer Complaints Easier to prevent problems through educating your customers than dealing with problem after it has happened. Acknowledge grievance and determine facts of situation Assure customer they have right to buy safe milk from your shop Assure you are committed to quality products Communicate your milk hygiene / safety practices If you sold bad milk, replace for free Be friendly, but assertive if you need to be Politely tell customers who are harassing you to leave Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 53 Customer: You mostly buy your milk from this vendor, but have used others in the past. You’ve never been told by any vendor when you should consume your milk. You are very busy with work and family. You do not own a refrigerator. You don’t like wasting money, and discovering that your milk was sour was upsetting. Respond positively if the vendor acknowledges you grievance. Handling Complaints Vendor: A customer comes to your store. She appears upset. She tells you that she bought milk from you two days ago and this morning it smelled sour. What do you say to her? BREAKOUT GROUPS Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Customer: You know that when milk is heated up, it shouldn’t clot. You have a young child at home and do not have time to be running back to the store. Also, your wife is very worried about giving the child unsafe milk. Respond positively when the grievance is acknowledged. Accept the offer to get replacement milk. Handling Complaints Vendor: It’s the end of the business day. A customer comes in who you recognise from earlier that day. He tells you that he took your milk home and when his wife began to heat it up, the milk clumped. He tells you that he knows this is a sign of bad quality. What do you tell him? BREAKOUT GROUPS Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Being a Smart Businesswoman Common for women vendors to have children at work If children play near milk, milk may appear less clean to customers If possible, have someone watch children while at or Have children stay away from milk or keep it somewhere they can’t reach Help child keep his/her hands, face and body clean while he/she is in the shop. Recommendations for Mothers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Planning a Business a 4 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Session Objective How to plan a business Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 58 Absko is a milk vendor.  He had been selling milk in his shop for about a year, and while he was meeting his basic living needs, he wasn’t making any profit and therefore could not grow his business.  Absko knew that he wanted a more successful business and he was willing to put in the work to make it a reality. He began keeping track of every sale he made and compared it to what his costs for operating the business were.  He discovered that though he sold a lot of milk, he did not make much profit, because his costs were also high. He knew he had to do something. Case Study: Absko’s Shop Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Absko knew he could not increase the price of his milk because customers would go somewhere else. He decided he needed to sell more and better milk to attract more customers. Then the small profit he made on each sale of milk would add up to a big amount. He began negotiating with his suppliers more and only bought the best milk he could.  When customers came in, he was able to tell them that he only sold milk he had tested himself. He tested his milk in front of them to show how clean it was. He made sure his shop is very clean and inviting, he posted his licenses clearly in the business. He was welcoming when people came in the shop. He also began offering a bargain for people who bought a lot of milk at once; for every litre they bought, they would receive a free cup.   Case Study Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› And so Absko began to develop a reputation for having high quality milk.  Soon, more people realised they would like to buy milk from Absko knowing their milk was safe than risk getting sick. With Absko’s good record keeping he began noticing that he was more likely to lose money during certain times of the month because he had too much left over milk.  He thought about decreasing the amount of milk he bought from suppliers, but he was afraid of what would happen if he ran out of milk. He had worked hard to earn the trust of his customers.  He didn’t want to disappoint them. Case Study Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Eventually Absko decided that he would keep his milk order the same but begin fermenting left over milk to make lala made with his two favourite types of lala.  He had never made lala but he followed the instructions carefully and made nice lala. He got some egg-cups and made sure they were clean. When customers were not in too much hurry he would give them an egg-cup of free lala to taste. Soon, Absko was selling milk and different types of lala.  His customers were excited that there were new things in his shop, though when Absko looked at the records, he saw that one of his lala sold much better than the other.  Eventually, he decided to focus on selling the lala people liked, since it was more likely to make him money. He also gave people recipe ideas to cook with lala such as ugali-lala, and mango-lala. Case Study Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› After a year of keeping records and growing his business, Absko was able to see a record of everything he had sold in a year.  He also was pleased to see that there was leftover money. He thought about renting a nicer home, but then decided to invest the money in a good fridge which would extend the shelf life of his milk. He also used his records of sales for that year to set a goal to sell more the next year. Today Absko has a cooler for his milk, is selling both milk and lala and is considering hiring an employee to help his business grow.  Once a month he compares his sales to his goal for the year to make sure he is on track. Case Study Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.1 Business Basics Manage Money Keep Records Have Strategy Improve Products Promote Business Comply Regulations Aim for Customer Satisfaction Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› The Importance of a Budget What is a budget? A budget is the amount of money we think we will earn and spend in our business over a given period of time. A budget can help you: Manage costs Grow business Reinvest profits in the business Plan for major purchases (e.g., a fridge, storage equipment) Even if you don’t have one now, it’s never too soon to think about setting goals Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Records protect you and everyone else in the supply chain, including customers Keep records of every purchase / sale made Records can be used to see available cash your business has Records allow you to track success of one product over another Records help you: Know how much you are making (cash in) Know how much you are spending (cash out) Find ways to make more and/or spend less The Importance of Record Keeping Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Financial Records Sales Customer credit Names Contact info Amount due Milk, other products, supplies Employee wages Debt Rent Electricity Fees to service providers Licenses and taxes Cash In Cash Out Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.2 Cash In (Sales Record) DATE TOTAL SALES 20/6/19 Sh.XX.XX TOTAL MONTH: Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.3 Cash In (Customer Credit) NAME CONTACT INFO DATE PURCHASED PAYMENT DUE DATE DATE PAID AMOUNT OWED Ashura +254 701 123456 20/6/19 27/6/19 27/6/19 Sh.XX.XX TOTAL MONTH: Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.4 Cash Out EXPENSE DATE AMOUNT Milk, other products, supplies 27/6/19 Sh.XX.XX TOTAL MONTH: Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Loans may help business, but risk involved You must pay back loan amount plus interest Interest rate is percentage of loan, accumulates over time Ask before taking on a loan: What is the interest rate? When do I have to pay back? Is this realistic for my business? How will I pay back? Loans Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Reasons to take out a loan Capital improvements Expansion To bridge temporary cashflow problems To stay in business when you aren’t making money Good Bad Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.5 The Five Forces that Impact a Business 1 2 3 4 5 Customers’ Power Suppliers’ Power Competitors New Entrants into the Market Alternative Products Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 73 There is one more force that impacts business: government You must abide by laws and have appropriate licenses Licenses and Laws Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Selling More Milk to Your Customers 75 a 5 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Session Objectives How to Sell More Milk Product and Price Where to Sell Promotion Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 76 Milk is highly nutritional Great alternative to juice / soda, which are high in sugar and don’t have as many vitamins / minerals Good for strong bones and teeth Calcium, vitamin D Helps children grow Boosts energy, helps kids study (protein and B vitamins) Why Customers Should Buy Milk Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Why Customers Should Buy Milk Cont’d Improves skin and vision (vitamin A) Warm milk helps relax / reduces stress Fresh milk is less expensive than packaged milk Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Customer: Your daughter is small for her age and you worry that an illness she had as a baby has affected her growth. You are very concerned with milk safety, but don’t know a lot about it. You know that milk is good for children You’ve heard that packaged milk is much safer than fresh milk. Respond positively to respectful vendors. Buy milk from the vendor if they explain how they keep milk safe. The Value of Milk Vendor: You are selling milk from a cart. You see a woman and her young daughter eyeing the cart. You offer to sell her some milk She tells you that she’s heard that prepackaged milk is safer than fresh milk. What do you say to her? BREAKOUT GROUPS Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Customer: You have been buying milk from this vendor for a long time. You are proud of your son’s football abilities. You are worried that he has some trouble studying in school. Respond positively to respectful advice. The Value of Milk Vendor: A regular customer comes to your milk cart to buy milk. You ask him how his family is and he tells you that his 10 year old son loves football and is very good at it. You ask him if his son drinks milk and the father laughs and says that he prefers soda. What do you say to him? BREAKOUT GROUPS Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› How to Get Customers to Buy Your Milk Communicate that your milk is safe and of good quality Use Five Keys to Safer Milk as reference Communicate milk safety / hygiene practices to customers Label products with information about your milk (pasteurised or not) Maintain hygienic and clean-looking premises Offer additional products, such as fermented milk products Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Making Fermented Milk Products Helps you get more value from milk Keeps longer Gives customers more options from your store Less waste Added nutrition Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› There are lots of products that can be made from milk Cultured buttermilk (sour milk) Yogurt Mala (see Participant Guide 5.1 for recipe) And much more Best practices for selling milk products Use milk that would otherwise be wasted Stock a variety of products Attracts more customers, sets you apart from competition Keep detailed records of your sales so you can accurately determine how profitable each type of product is Making Fermented Milk Products Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› INGREDIENTS: 1 litre / 4 cups plain dairy milk One serving (50-100ml) (1/5-1/3 cup) of other fermented milk drink Sugar to taste STEPS Clean all containers / equipment according to guides 1.1 and 1.2 Prepare warm place for milk to ferment, away from direct sunlight Heat milk until steaming, do not boil Once milk is cool enough to touch side of vessel for 10 seconds, transfer milk to prepared container 5.1 Mala Recipe Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Do not get milk on rim of container Add fermented milk to container and close lid, shake, place in warm spot Leave out to curdle, loosely covered Let milk incubate 12-14 hours, do not disturb, do not open Open after 12-14 hours Fermented milk will be same colour as normal milk, but thicker Will smell like yogurt with smooth tangy taste Chill in fridge Add sugar to taste before serving, 2-4 teaspoons per cup is normal 5.1 Mala Recipe Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 5.2 Customer Desires Quality Value Cleanliness Milk Safety Trust Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 86 Offering Credit to Customers Consider offering credit to customers Customer might be able to buy more milk if they can pay later Consider charging different rate for buying on credit Refer to Participant’s Guide (4.3) Name Contact info Date of purchase Amount owed Payment due date Date paid Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Amenities Making your place of business a clean, comfortable place will attract more customers and give you a good reputation Turn your business into a community hub - a place where people can relax, gain information, and socialise while finding good products Consider: Benches Extended Shade Music Have newspapers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Communication Tips Be friendly Talk to customers and get to know them Smile Be knowledgeable, helpful and honest Ask customers what milk products they’d like to buy that you don’t have If you have employees who work for you, make sure they practice your standards for customer service Happy customers are your best marketing tool. Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Promotions can encourage customers to buy from you Promotions can include: Loyalty programs (e.g., punch cards) Free items Sales Coupons Sampling of new products Before offering promotion, determine if financially possible Might offer a promotion 1x a month, everyday might be financial burden Promotion Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Why Your Milk Matters Four important aspects of Kenya’s national development Food security Affordable healthcare Affordable housing Expand manufacturing sector Importance of milk in national development Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Cover: ILRI/Jules Mateo Slide 3: ILRI/Jules Mateo Slide 6: ILRI/Dave Elsworth Slide 16: ILRI/Mohamed Ibrahim Slide 17: ILRI/Susan MacMillan Slide 18: ILRI/Ranjitha Puskur Slide 42: ILRI/Jules Mateo Slide 54: ILRI/Susan MacMillan Slide 66: ILRI/Brad Collis Slide 74: ILRI/Dave Elsworth Slide 82: ILRI/Dave Elsworth Photo credits Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 92 MoreMilk Handouts a A Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 93 1.1 Disinfecting with Bleach Solution Soap Rinse 10 min Surface Contact 1 Part Bleach 9 Parts Water Sun-Dry 1 2 3 4 5 Rinse Again 6 Dry Upside Down 7 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 1.2 Disinfecting with Boiling Water (No Bleach) Soap Rinse Sun-Dry Boiling Water Dry Upside Down 1 2 3 4 5 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.2 Shed Cleanliness (Standing Area) Completely dry No faeces/mud on ground Hoofs remain clean Mainly dry some wet patches Less than 1cm faeces/mud on ground Hoofs on hard ground Wet 1- 3 cm of faeces/mud on ground Hoofs sink a little in ground Boggy More than 4 cm faeces/mud on ground Hoofs sink deeply in ground Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.3 Shed Cleanliness (Lying Area) Completely dry and clean Mainly dry and clean, some faeces Damp bedding with trodden in faeces Wet and filthy bedding area Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.4 Checklist for Farmers Clean hands before milking Clean, dry shelter for animals Keep milk cool and covered Milk healthy cows Do not milk if sick Use appropriate / clean containers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.5 Checklist for Distributors Clean hands before handling Clean facilities Buy from trusted farmers Do not handle milk if sick Use clean / appropriate containers Keep milk cool and covered Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.6 Purchase Record NAME VOLUME DATE TIME BOUGHT PRICE PER LITRE PASTEURISED TEST RESULT Aasir's Farm 5 litres 20/6/19 9:30am XX.XX Yes No clotting Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.7 Maintaining Milk Quality During Transport Short Distance Low Temperature Sealed Containers Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.11 Safe Milk Handling Personal Hygiene and Health Don’t Smoke Head Covered Hands Washed Trimmed Nails Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 2.12 Correct Way to Wash Hands 1 2 3 4 5 6 7 8 Pull sleeves up Rinse Wash hands with soap Wash forearms with soap Brush hands and nails Rinse to remove soap Dry with paper towel Use a paper towel to turn of tap Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 3.1 Five Keys to Safer Milk 1 2 3 Sell unadulterated milk Separate raw and pasteurised Maintain cool temperature Track purchase dates Practice personal hygiene 4 5 Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.1 Business Basics Manage Money Keep Records Have Strategy Improve Products Promote Business Comply Regulations Aim for Customer Satisfaction Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.2 Cash In (Sales Record) DATE TOTAL SALES 20/6/19 Sh.XX.XX TOTAL MONTH: Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.3 Cash In (Customer Credit) NAME CONTACT INFO DATE PURCHASED PAYMENT DUE DATE DATE PAID AMOUNT OWED Ashura +254 701 123456 20/6/19 27/6/19 27/6/19 Sh.XX.XX TOTAL MONTH: Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.4 Cash Out EXPENSE DATE AMOUNT Milk, other products, supplies 27/6/19 Sh.XX.XX TOTAL MONTH: Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 4.5 The Five Forces that Impact a Business 1 2 3 4 5 Customers’ Power Suppliers’ Power Competitors New Entrants into the Market Alternative Products Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 109 INGREDIENTS: 1 litre / 4 cups plain dairy milk One serving (50-100ml) (1/5-1/3 cup) of other fermented milk drink Sugar to taste STEPS Clean all containers / equipment according to guides 1.1 and 1.2 Prepare warm place for milk to ferment, away from direct sunlight Heat milk until steaming, do not boil Once milk is cool enough to touch side of vessel for 10 seconds, transfer milk to prepared container 5.1 Mala Recipe Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› Do not get milk on rim of container Add fermented milk to container and close lid, shake, place in warm spot Leave out to curdle, loosely covered Let milk incubate 12-14 hours, do not disturb, do not open Open after 12-14 hours Fermented milk will be same colour as normal milk, but thicker Will smell like yogurt with smooth tangy taste Chill in fridge Add sugar to taste before serving, 2-4 teaspoons per cup is normal 5.1 Mala Recipe Cont’d Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 5.2 Customer Desires Quality Value Cleanliness Milk Safety Trust Copyright © 2019 Sonata Learning MoreMilk Workshop ‹#› 112 image18.jpeg image24.jpg image19.jpg image20.png image21.png image22.jpg image23.jpg image25.jpeg image26.png image27.png image28.png image29.png image30.png image31.png image32.jpeg image33.png image34.png image35.png image36.png image37.png image38.jpeg image39.png image40.png image41.png image42.png image43.png image44.png image45.png image46.png image47.png image48.png image4.png image49.png image50.png 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