LivingWell in Zambia, chapter 10: work summary

In finishing my assignment, I wanted to try to sum up the work I’ve been doing with Live Well.

I had two very different roles: one as an operations manager, and another developing the strategy and transforming the business model. My assignment was complicated by GSK co-funding the business, and at times I was caught between doing what the different stakeholders wanted, which sometimes didn’t quite match up. I hope I managed to shift Live Well to be a bit more business-like, while ensuring that the social enterprise aspect wasn’t compromised.

In terms of day to day work, working as the operations manager for Live Well often felt like my job in Montrose; it turns out trying to get the sales team out to the field with the right stock is very similar to getting inputs and paperwork ready to get a batch on! This is where a lot of my existing skills and experience have helped Live Well, particularly aspects such as time management, forward planning, being organised and data handling. In all honesty, much of this was very frustrating and I struggled to make a lot of the efficiency-related change that I had hoped. I was up against a lot of resistance to change, partly because my background isn’t in sales and they were unwilling to see such principles can work across different businesses. My main success was in implementing institutional sales and this becoming a permanent feature of the business  (see previous blog for more details), but it was an absolute fight all the way.

With the GSK-Barclays partnership funding coming to an end in 2018, Live Well needed to identify a new funder/donor, and revise the business plan to reduce costs. In order to develop that strategy, I worked closely with Live Well’s manager, Chikwe, and my fellow advisor Carey (from Living Goods) with lots of hours of discussion, some good debates and lots of research and number crunching. We used a tool provided by the Mulago Foundation that helps social entrepreneurs design a model to create lasting change at scale with a supporting organizational structure. (As an aside, I recommend browsing the website if you want to see some truly inspirational organisations and if you wish to consider alternative recipients for your charitable donations.) From there, we worked to develop the strategy into a 5-year business plan and financial plan.

I then translated that into a promotional brochure for potential investors. This was work originally destined to be outsourced, but I (rashly) offered to attempt it in-house to save money and actually turned out really well.

I also spent a lot of time doing deep-dive evaluations of the business over a range of topics and provided detailed reports to the Live Well Board in order to inform decision making and to justify the business plan. I was surprised that my work was so well received by the Board, having never analysed sales or business performance before. This was a good example of using some of my existing skills (data handling, report writing) to very different content. Maybe all those deviation investigation reports were good preparation?!

An example of the sorts of data I compiled in my analyses to ensure business information was easily available to the Board in order to inform decision making

So though it lacked great photo opportunities, the business planning and evaluations were a huge part of my assignment and something that was challenging and enjoyable. I didn’t think I would be getting so involved in driving the strategy and I’ve never written a business plan, so that provided a huge learning opportunity for me.

I’m leaving Zambia with a greater appreciation of the reality of living and working in the developing world. I didn’t want my trip to look like one of voluntourism; Live Well isn’t a charity; it’s a business and I approached it just like I approach my work at GSK. It just happens that my business partners (our CHEs) are people for whom living on a dollar a day is reality. It doesn’t mean life is bleak or that they are perpetually unhappy; life isn’t miserable. But you can’t escape the reality that life is tough. When people get sick, they often die. The loss of a child is common, many of our CHEs are widows in their 30s, and many are raising their nieces and nephews. But that doesn’t mean that handouts are the solution, and after six months, I’m even more convinced of this.

From a personal perspective, I have managed (and grown) a sales and marketing business, managed a team of Zambian staff and supported our CHEs, and co-authored a business plan – all in a significantly different culture. From never imagining I could run a business, I’d now love to do it. Definitely six months well spent.

Selling at Chawama market
Audrey and I attempting to make sales at Chawama market, but in reality mainly just being mobbed by children…
An example of a shop which is now supplied by Live Well. The shops are often painted with product adverts, and rarely have more than a single light bulb inside, never any windows. Zambia is a very Christian country and there are lots of shops with names like Blessings Shop, God Gives Hardware Store, etc.
Another example of a shop which is now supplied by Live Well – with sales officer Mwenda. Stock is all behind the grill and you ask for what you want (like an old Glasgow off licence!)
Another example of a shop which is now supplied by Live Well – with sales officer Mwenda making an Aquafresh sale

The team got us a lovely cake and we had speeches with the CARE team on our last day
Team shot from our last day
Good stock of products being purchased by one of our CHEs – including water treatments, pain killers, soap, toothpaste and cough syrup
The entrance to Chipata compound water trust office, where Live Well does weekly restocking on a Thursday morning.
Realities of shopping when you live on $1 a day – tiny portions of rice, groundnuts, sugar, maize etc. available at the market.
A bath full of groundnuts (peanuts) sold by the cup/can. In the blue bags is popcorn; the staple snack in Zambia
Also at the market, vegetable oil is sold in reused (alcohol) bottles – there are oil shops where you can go and refill. They seem to get through a lot of oil. This was definitely one of the better stalls.
Gorgeous jacaranda trees in full bloom in Lusaka
These two chaps were carrying the heavy water carriers and stopped for the one on the right to show some dance moves to the one on the left. For me, it captured Zambian spirit; you may have no tap in your house and no shoes to wear, but there’s always time to throw some shapes and impress your mate.
Possibly the most ramshackle hut-stall I saw in six months. Gravity defying.


  1. Great reflections, Kirsty! Really interesting to read about your honest and thoughtful learnings. Sending you positive vibes for your next phase of learning when you return to GSK. All the best! – Vivian 🙂

  2. Really enjoyed this blog post! I especially liked the last two paragraphs. Congratulations on taking on a challenge outside your comfort zone and writing a business plan. Best wishes as you return back to your old life, it sounds like there might be a different future for you as a result of PULSE.

  3. Lovely final assignment blog and so glad it was such a positive and enlightening experience.The photos & captions are brilliant and some really though provoking insights Safe travels back to the UK and hopefully we will be more successful at meeting up in the UK when I get back, than we were in Africa!

  4. Kristy great reflection on the reality of our world and that of most people in the world. It’s easy to pass judgment until you walk in their shoes and face reality of what day to day survival. Great learning’s and the power that PULSE can have.

  5. Great photos all around! Great to see how much you’ve learned from the experience, and I can feel the energy and your enthusiasm from the words across the screen! Have a nice trip back, and speak soon!

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