This document provides an overview of the Mumbai Dabbawallas lunch delivery service. Some key points:
- The Dabbawallas have delivered home-cooked lunches from people's homes to their workplaces and back again using a simple handoff and coding system for over 100 years, with an extremely low error rate.
- They operate without computers or advanced technology, relying on a hierarchical structure, color coding system, and strict adherence to a tight schedule to deliver over 200,000 lunches per day within Mumbai.
- The Dabbawallas are renowned for their efficiency, accuracy, customer satisfaction, and resilience despite various challenges over the years. They provide an inexpensive, reliable service and
This document provides an overview of the Mumbai Dabbawallas lunch delivery service. Some key points:
- The Dabbawallas have delivered home-cooked lunches from people's homes to their workplaces and back again using a simple handoff and coding system for over 100 years, with an extremely low error rate.
- They operate without computers or advanced technology, relying on a hierarchical structure, color coding system, and strict adherence to a tight schedule to deliver over 200,000 lunches per day within Mumbai.
- The Dabbawallas are renowned for their efficiency, accuracy, customer satisfaction, and resilience despite various challenges over the years. They provide an inexpensive, reliable service and
This document provides an overview of the Mumbai Dabbawallas lunch delivery service. Some key points:
- The Dabbawallas have delivered home-cooked lunches from people's homes to their workplaces and back again using a simple handoff and coding system for over 100 years, with an extremely low error rate.
- They operate without computers or advanced technology, relying on a hierarchical structure, color coding system, and strict adherence to a tight schedule to deliver over 200,000 lunches per day within Mumbai.
- The Dabbawallas are renowned for their efficiency, accuracy, customer satisfaction, and resilience despite various challenges over the years. They provide an inexpensive, reliable service and
This document provides an overview of the Mumbai Dabbawallas lunch delivery service. Some key points:
- The Dabbawallas have delivered home-cooked lunches from people's homes to their workplaces and back again using a simple handoff and coding system for over 100 years, with an extremely low error rate.
- They operate without computers or advanced technology, relying on a hierarchical structure, color coding system, and strict adherence to a tight schedule to deliver over 200,000 lunches per day within Mumbai.
- The Dabbawallas are renowned for their efficiency, accuracy, customer satisfaction, and resilience despite various challenges over the years. They provide an inexpensive, reliable service and
your home to your workplace, and deliver the same DABBA back to your home the same day. They are not caterers
Main principles Work is worship Customer is GOD No alternate to hardwork Importance of human values
Their History In 1890, Mahadeo Bhavaji Bachche started a lunch delivery service. A charitable trust was registered in 1956 under the name ofNutan Mumbai Tiffin Box Suppliers Trust
What is NMTBSA?
(Nutan Mumbai Tiffin Box Suppliers
Association)
History : Started in 1880 Charitable trust : Registered in 1956 Avg. Literacy Rate : 8th Grade Schooling Total area coverage : 60 Kms Employee Strength : 5000 Number of Tiffin's : 2,00,000 Tiffin Boxes i.e 4,00,000 transactions every day. Time taken : 3 hrs
structure Executive Committee (5 members)
Teams of 20-25 headed by a
group leader
Individual Dabbawalla workload = 30 tiffins
Working rate Error Rate : 1 in 16 million transactions Six Sigma performance (99.999999) Technological Backup : Nil. Cost of service - Rs. 400/month ($ 4.00/month) Standard price for all (Weight, Distance, Space) No strike record as each one a share holder Earnings -8000 to 9000 p.m.
Customer satisfaction
What is customers perception??
APPROACH People
study business books and then practice, we
practice first and now we have become case studies Raghunath medgePresident
This is a model of management and organization
simplicity CK Prahalad
DISCIPLINE : No Alcohol Drinking and smoking during business hours Wearing White Cap during business hours Carry Identity Cards No leave without prior notice
Evolution of coding system
Colored threads
Alphabet s
Coding tags
Coding
VLP
VLP : Vile Parle
(Suburb in Mumbai)
E : Express Towers (Bldg. Name)
12 : Floor No. E : Code for Dabbawallas at Residential station. 3 : Code for Destination station (E.g.. Nariman Point)
9E 1 2
9E12 : Code for Dabbawallas at Destination
D 13
2GPO
4CB10
9 V S 12
VP
2P9
Let us now look at an example of
these codes on the tiffins to better understand the system and what it all denotes: BO GH
Setback
19751982199320052008-
22 days of railway strike
textile mill worker strike serial blasts in mumbai heavy floods terrorist attack
But for them work is worship
JOURNEY OF DABBAWALA: 9:30 A.M- 10:30 A.M
2:48- 3:30P:M
3:30- 4:40 P.M
10:34- 11:20 A.M
11:20- 12:30 P:M
1:15- 2:30 P.M
12:30 - 1:00 P.M
10:34-11:20 am
This time period is actually the journey time.
The dabbawalas load the wooden crates filled with tiffins onto the luggage or goods compartment in the train. Generally, they choose to occupy the last compartment of the train.
1:15 2:00 pm Here on begins the collection process where the dabbawalas have to pick up the tiffins from the offices where they had delivered almost an hour ago.
RETURN JOURNEY: 2:00 2:30 pm The group members meet for the segregation as per the destination suburb.
SWOT ANALYSIS
Strengths:
SWOT ANALYSIS
Simplicity in organization with Innovative service
Coordination, team spirit, & time management Low operation cost Customer satisfaction
Weaknesses: High dependability on local trains Funds for the association Limited Access to Education
Opportunities Wide range publicity Operational cost is low Catering Threats Indirect competition is being faced from caterers like maharaja community Indirect threats from fast foods and hotels Change in timings Company transport
Operating Environment Competitors: Fast Food chains, restaurants and road-side vendors, Udipi chain etc. Competition is different: NO MANUFACTURING, ONLY DISTRIBUTION
Success Factors Low cost delivery Rs. 150 -200
Delivery reliability Entrepreneurs, not employees No strikes Flat structure Referrals from friends and relatives No dilution of service culture
Success Factors Decentralization Perceived equality Effort different, same remuneration
Suburban Railway Network
Foodline of the city
Future Key concerns Shrinking customer base and loyalty Loss of textile mill workers in 80s amd 90s Each group authorized to target new customers (school children etc.)
Lifestyle changes Not a major damage for the business
Workforce management Next generations do not seem to be greatly interested Not many incentives for good workers Not many disincentives wither (no firing)
Future Sales and Marketing reps of companies? Approach Only for sample products, flyers Not for products with billing Want to keep meal delivery simple and manageable
Replicate to other cities
Distribution network Working population Preponderance of long commuting times
Awards and Felicitation
Shri.Varkari
Prabhodhan Mahasmati Dindi (palkhi) sohala
4th march 2001. Invitation from CII for conference held in Bangalore. Documentaries made by BBC ,UTV, MTV, and ZEE TV Dabbawalla services are popular with the Indian IT developer community in Silicon Valley, California, USA In literature Salman Rushdie's novel The Satanic Verses, Dabbawalas feature as an alibi in the Inspector Ghote novel Dead on Time.
Some Achievements Awarded with ISO certification World record in best time management. Name in GUINESS BOOK of World Records. Registered with Ripley's believe it
LOGISTICS Logistics is happening 24 hrs a day,7 days a week and 52 weeks a year. Logistical competency is achieved by coordinating the following: Network Design
Information Transportation Inventory Warehousing
THE ROYAL VISIT:
Recently, the dabbawalas had royal company at Churchgate station. The Prince of Wales himself had visited them when he came down to Mumbai.
He took keen interest in their way of functioning, expressed surprise at their efficiency and was struck with awe when he was told that they didnt employ any technology.
The prince was presented a small memento, accompanied with a garland, a Gandhi topi and a trophy by the dabbawalas.
RICHARD BRANSON CHAIRMAN VIRGIN ATLANTIC AIRWAYS
MUMBAI
Sir Richard Branson, Chairman, Virgin Atlantic
Airways, meeting the Mumbai's famed 'Dabbawalas' at their nodal point, the Churchgate Railway Station in South Mumbai, on April 1, 2005.
Some qualities of Dabbawala
Honesty Loving Truthful Trustworthy Hardworking Dedicated Human values
Respect for time
Analytical capability Positive approach Obey the law Work is worship
