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    Mumbai Dabbawala

    Uploaded by

    akhil pillai
    The document describes the Mumbai Dabbawalla system, which delivers over 200,000 home-cooked lunches to workers in Mumbai daily using an efficient system. Some key details: - Founded in 1890, it is run by the Nutan Mumbai Tiffin Box Suppliers Association and employs over 5,000 people. - Using color-coding, bicycles, and train routes, they deliver lunches in insulated tiffin carriers within 3 hours across 60 km with nearly zero errors. - They face challenges from modern delivery services and declining interest among youth, but maintain high customer satisfaction through their efficient low-tech approach.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Mumbai Dabbawala

    Uploaded by

    akhil pillai
    120 views19 pages
    The document describes the Mumbai Dabbawalla system, which delivers over 200,000 home-cooked lunches to workers in Mumbai daily using an efficient system. Some key details: - Founded in 1890, it is run by the Nutan Mumbai Tiffin Box Suppliers Association and employs over 5,000 people. - Using color-coding, bicycles, and train routes, they deliver lunches in insulated tiffin carriers within 3 hours across 60 km with nearly zero errors. - They face challenges from modern delivery services and declining interest among youth, but maintain high customer satisfaction through their efficient low-tech approach.

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    The document describes the Mumbai Dabbawalla system, which delivers over 200,000 home-cooked lunches to workers in Mumbai daily using an efficient system. Some key details: - Founded in 1890, it is run by the Nutan Mumbai Tiffin Box Suppliers Association and employs over 5,000 people. - Using color-coding, bicycles, and train routes, they deliver lunches in insulated tiffin carriers within 3 hours across 60 km with nearly zero errors. - They face challenges from modern delivery services and declining interest among youth, but maintain high customer satisfaction through their efficient low-tech approach.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    120 views19 pages

    Mumbai Dabbawala

    Uploaded by

    akhil pillai
    The document describes the Mumbai Dabbawalla system, which delivers over 200,000 home-cooked lunches to workers in Mumbai daily using an efficient system. Some key details: - Founded in 1890, it is run by the Nutan Mumbai Tiffin Box Suppliers Association and employs over 5,000 people. - Using color-coding, bicycles, and train routes, they deliver lunches in insulated tiffin carriers within 3 hours across 60 km with nearly zero errors. - They face challenges from modern delivery services and declining interest among youth, but maintain high customer satisfaction through their efficient low-tech approach.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 19

    Service Management Project “Mumbai

    Dabbawalla”
    1. Introduction :-

     NMTBSA (Nutan Mumbai Tiffin Box suppliers


    Association)

     Founded : 1890

     Charitable trust : Reg in 1956

     Founder : Mahadeo Havaji Bachche

     Current President : Raghunath Medge

     Headquarters : Mumbai
    1. Introduction (contd):

     Average literacy rate : 8 grade schooling

     Total area coverage : 60km

     Employee strength : 5000+

     Tiffin delivered daily : 2,00,000

     Time taken : 3hrs

     4,00,000 Transactions everyday


    2. Background of the case :-

     A dabbawalla is a person in India most commonly in Mumbai who is part of delivery system that
    collects hot food in lunch boxes from the residency of workers in late morning, delivers the lunch
    boxes to workplaces predominantly using bicycle and railway trains and returns the empty boxes to
    the workers residence that afternoon.
     They are formally known as MTBSA (Mumbai Tiffin Box Suppliers Association) but most people
    referred to them as “Dabbawallas”
     The Dabbawallas originated when India was under British rule.
     By delivering to each employee his tiffin filled with food, the dabbawalla solve the problem for
    estimated 2,00,000 people daily.
     They charge between INR 1,000 to 1,500 per Dabba per month depending upon
    location and collection time.
    3. Process Flow Chart :-

    9:30 – 10:30 am
    10:30 – 11:20 am 12:30 pm – 01:00 pm
    Pickup dabba 11:20 am – 12:30 pm
    from residence Unloading and sorting Delivery to respective
    & bring it to Journey in local at destination station customers
    nearest railway train
    station

    03:30 pm – 04:40 pm 02:30 pm – 03:30 pm 01:15 - 02:30 pm


    Returning dabba to Sorting at destination Collection of empty
    residence station dabba
    4. Issues Involved :-

     Highly dependent on Mumbai Local Trains.


     Limited access to education, limits diversification of members to other
    business/jobs.
     Limited funds for the association limits the governing body to implement welfare
    schemes.
     More than 50 per cent of the youth in the dabbawalla community are not willing
    to join this profession as it gives them an average salary of Rs 8,000 a month.
    There has been a very little growth in the number of dabbawallas in the past five
    years,” said Dr Pawan G. Agrawal, president, Mumbai Dabbawalla Education
    Centre
    4. Issues Involved (Contd) :-

     It is not possible for the dabbawallas to go to other cities because of cultural barriers. It can only
    happen if people from other cities approach the dabbawallas for training and introduce this
    service in their respective cities on their own.

     Confined to the ‘Malakari' community (followers of Vithala), the dabbawalla business is now facing


    a bleak future as the new generation within the legendary profession is reluctant to deliver food to
    thousands of Mumbaikars in exchange for a paltry pay.
    5. The Website Study :-

     As the city grew, the demand for Dabba delivery grew too. The coding system created by our
    forefather is still prominent in 21st century. Initially it was simple colour coding but now since
    Mumbai is widely spread metro with 3 local train routes, our coding has also evolved into alpha
    numeric characters.
    5. The Website Study (contd):-

     Error Rate : 1 in 16 million transactions


     Six Sigma performance (99.9999)
     “No strike” record as each one is a shareholder.
     Diwali bonus is always one month’s salary by customers.
     Major features also include : 50% illiterates , 0% modern technology, 100% customer satisfaction
    , 0% investment, 99.99% performance , 0% disputes.
     The working profile includes : 11% students , 15% businessmen, 36% Govt sector, 38% private
    sector employees.
     For every 20 Dabbawalla, there is one extra Dabbawalla just like 1 extra player in Cricket.
     For 116 years, Dabbawallas did not touch technology still achieved 6 sigma and ISO
    6. Relevant information about competitors :-

     Mumbai's famous dabbawallas are reinventing themselves to meet the challenge


    posed by food delivery portals.

     Flexi timings , work from home culture

     Catering services offering tiffin services

     Paper food vouchers and smart cards.


    7. Alternatives to deal with the problem :-

     Tie up with caterers to serve variety of meals i.e., diet food, Chinese, continental and fasting food.

     Expanding network in other cities.

     Generating revenue by promoting others brands

     Opportunity of expansion of service on routes of Mumbai Metro.

     On account of Mumbai Dabbawala education centre, which offers free education to


    more than 8,000 children of Dabbawala.
    8. Recommendations :-

     Diversification by offering miscellaneous services like courier, rail, bus, ticketing etc
     Booking of services through internet and SMS.
     Mediclaim for every employee associated with this service.
     Tracking systems should be enabled so that people can track where their dabba(s)
    have reached.
     Area expansion for Dabbawallas as currently they operate only in Western sector..
    Having so many connectivity in Mumbai , Navi Mumbai and Trans-Harbour lines this
    business should be started in each of the lines which can actually increase the
    company’s turnover to whooping Millions of rupees.
    9. Learnings from the case :-

     In a competitive marketplace where businesses compete for customers, customer


    satisfaction is seen as a key differentiator and increasingly has become a key element
    of business strategy.
     Never deviate from your core competency.
     Co-operation inside – competition outside
     Keep operational costs as low as possible.
     Specific and constant goal – ensuring smooth co-ordination and mechanism.
     Giving food to the slum children
     It keeps operational cost as low as possible
     It keeps capital investments bare minimum and gives first priority to customers.
    10. Achievements :-

     Dabbawallas got Six Sigma by Forbs Group in year 1998. ( because they didn’t care
    about the certification and cared only about customer satisfaction.)
     ISO 9001 :2000 certificates in 2005 by the joint accreditation system of Australia
    and New Zealand for excellence in service
     Outstanding service organisation awarded by NIQR.
     World Record in best time management.
     Name in “Guinness book of world record” on 21st March 2011.
     Marketing through many TV channels and newspaper.
     Shri. Varkari Prabhodhan Mahasmati Dindi (Palkhi) Sohala on 4th March 2001.
     Their organisation skills were topic of research and studies
    10. Achievements (contd) :-

     Documentaries made by : BBC , UTV , MTV, ZEE TV , AAJ TAK, TV TODAY, SAHARA
    SAMAY, STAR TV , CNBC TV 18, CNN , SONY TV , TV TOKYO , NDTV
     Case study made by : ICFAI Press Hyderabad & Bangalore. Richard Ivey school of
    business – CANADA & Included a subject in Graduate school of Journalism
    University of California, Berkeley
     Registered with Ripley’s “believe it or not”
     Wedding invitation from Prince Charles
    11. Conclusion

     The journey of these Dabbawalas is just mind blowing. For anyone traveling to Mumbai,
    watching them work would be a one time opportunity. So one should go ahead and explore
    Mumbai and see the amazing skills of these Dabbawalas.
    12. References :-

     https://www.slideshare.net/Abhi_Impact_Logistics/introduction-to-abhi-impact-logistics?from_m_app=android
     https://m.rediff.com/business/report/pix-special-tough-battle-ahead-for-mumbais-famous-dabbawalas/20151113.htm
     https://www.reckontalk.com/dabbawalla-one-of-the-most-efficient-system-in-the-world/
     https://www.slideshare.net/prachi_23/presentation-dabbawala?from_m_app=android
     https://www.slideshare.net/RushikeshKale2/dabbawalas-40158172?from_m_app=android
     https://mumbaidabbawala.in/
     https://en.wikipedia.org/wiki/Dabbawala
     https://www.travelogyindia.com/mumbai/mumbai-dabbawalas.html
     https://www.youtube.com/watch?v=fTkGDXRnR9I
     https://www.youtube.com/watch?v=IHDA4r_feM0
     https://www.youtube.com/watch?v=N25inoCea24
     https://www.youtube.com/watch?v=-K-QIwXoGHE – Six Sigma
     https://www.youtube.com/watch?v=auDmAKDy418 - Dabbawala | Case Study | Dr Vivek Bindra
     http://www.dabewale.com/
     https://www.slideshare.net/avinashmaurya/tiffin-bit-the-magic-of-dabbawala-mumbai

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