There is a dearth of research on the application of hard Operational Research (OR) techniques (simulation, linear programming, goal programming, etc.) in determining optimal ordering, inventory and allocation policies for goods within distribution systems in developing countries. This study aims to assist decision making at a not-for-profit organization (NPO), Foodbank South Africa (FBSA), within its allocation system through a combined ‘soft-hard’ OR approach. Two problem-structuring tools (soft OR), Causal Mapping (CM) and Soft System Methodology’s Root Definitions (RDs), are used to structure the organization's goals (in order to gain a comprehensive understanding of the decision-context) and gain a better understanding of the ‘decision-issues’ in the allocation system at its Cape Town warehouse.