MUMBAI’S DABBAWALA SERVICE

Presented By:Afrin MNimmy

MerinNeeraja N JAida Issac

Hon. Mahadeo Havaji Bacche

Educated only up to Class 2 Started the Dabbawala System

with a handful of 35 Dabbawala in 1890

Hon. Dhondiba Medge

Educated only up to class 4 Framed the Rules and Regulations

of Dabbawala

FOUNDER OF DABBAWALA SYSTEM

• History : Started in 1890• 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 everyday.• Time taken : 3 hrs

NMTBSA - Nutan Mumbai Tiffin Box Suppliers Association

INTRODUCTION:

• Mumbai Dabbawala - carrying and delivering freshly made food from home in lunch boxes to office workers. • Dabba- “box". • 125 years old and growth 5-10% annually (NY Times-2007).• Highly specialized trade.• Represented Maharastra – Republic Day 2010.

Three point formula:

• Discipline.• Code of conduct.• Hard work.

PRESIDENT

VICE PRESIDENT

MEMBERS

TREASURER

GENERAL SECRETARY

DIRECTOR

GROUP LEADER

13 Members

The entire system depends on TEAMWORK and meticulous timing. Tiffins are collected from homes & taken to nearest Railway Station. Then they are sorted out for area-wise distribution, so that a single tiffin could change hands 3 to 4 times in the course of its daily journey.

HOW THE DABBA IS DELIVERED

The local dabbawala at the receiving and the sending ends are known to the customer personally.

They are well accustomed to the local areas they cater to.

People communicate between home and work by putting messages inside the boxes.

Known for time management and accuracy.

UNINTERRUPTED SERVICES

Pick up Dabba from Residence/Caterer and

bring it to Andheri Station.

*Journey in Local Train*

Unloading and Sorting at

Destination Station.

Delivery to respective customers.

Collection of Empty Dabba.

Sorting at Destinations

station.

Returning Dabba to Residence/Caterer.

9:30 A.M- 10:30 A.M 10:34- 11:20 A.M 11:20- 12:30 P:M

12:30 - 1:00 P.M 1:15- 2:30 P.M2:48- 3:30P:M

3:30- 4:40 P.M

JOURNEY OF DABBAWALA:

• 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.

10:34-11:20 am

• 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.

1:15 – 2:00 pm

• The group members meet for the segregation.

• A sorting would be done at the destination station.

2:00 – 2:30 pm

CODING SYSTEM Initial Coding System used colored threads to mark 7 Islands

Then Utilized thrown away cotton waste from tailors

Now using color markers:

E :: Code for Dabbawala Street at residential stationVLP :: Residential Station Ville Parle3 :: Code for Destination station.9 :: Code for Dabbawala at Destination.Ex :: Express towers ( Building name)12 :: Floor no. in the building.

1-11 CHURCHGATE12 MARINE LINES13 GRANT ROAD, BOMBAY 14 CENTRAL15 LOWER PAREL16 DADAR (WEST)17 DADAR (EAST)18 ANDHERI (EAST, WEST)

CODING OF DABBAS

TEAM WORK

TIME MANAGEMENT INNOVATION

CUSTOMER RELATIONSHIP MANAGEMENT

MANAGEMENT PRINCIPLES OF THE DABBAWALAS

Passion Commitment Consistency 100% Execution Accuracy Dedication Time Management Complete Customer Satisfaction

QUALITIES OF DABBAWALAS

Work is Worship Customer is God No alternative to hard work Importance of human values

PRINCIPLES OF DABBAWALAS

DISCIPLINE No Alcohol Drinking during business hours Wearing White Cap during business hours Carry Identity Cards

Code of conduct Rs 500- Drinking on duty Rs 100- Smoking on duty Rs 25- Not wearing white cap Rs 25- Not carrying ID card Rs 1000- Leave without intimation, sacked if repeated

in 2-3 instances

APPROACH

Competition: Its difficult to replicate their supply chain network.

New entrants: Fast food joints as well as office canteens. However, since neither of these serve homely food, the dabbawalas' core offering remains unchallenged.

Bargaining power of buyers: Delivery rates are so nominal (about Rs 300 per month) that one simply wouldn't bargain any further.

PORTERS FIVE FORCE THEORY

Bargaining power of sellers: minimum infrastructure and practically no technology is used, hence they are not dependent on suppliers.

Threat of a new substitute product or service: No substitutes to home cooked food in Indian scenario, hence threat to the dabbawala service is not an issue at least in the foreseeable future.

PORTERS FIVE FORCE THEORY

Strengths:

Simplicity in organization with Innovative service Coordination, team spirit, & time management Low operation cost Customer satisfaction Low Attrition Rate

Weaknesses:

High dependability onlocal trains

Funds for the association Limited Access to Education

SWOT Analysis

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 Ticket restaurant

SWOT Analysis

•Six sigma represents a statistical measure and is a management philosophy.

•The Greek letter Sigma, used mathematically to designate standard deviation, is the measure used to determine how good or bad the performance of a process is.

•It means how many mistakes a company commits while accomplishing task.

Six Sigma

24

DPMO % AccuracyOne Sigma 691,500 30.85%Two Sigma 308,500 69.15%Three Sigma 66,810 93.32%Four Sigma 6,210 99.38%Five Sigma 233 99.977%Six Sigma 3.4 99.9997%Seven Sigma 0.020 99.999998%

SIGMA AND % ACCURACY

WORKING OF DABBAWALAS

Error Rate : 1 in 16 million transactions•Six Sigma performance (99.999999)•Technological Backup : Nil.•Cost of service -Rs. 300/month ($ 6.00/month)•Standard price for all (Weight, Distance, Space)•Rs. 36 Cr. Turnover approx. [6000*12*5000=360000000 i.e Rs. 36 crore p.a.]•“No strike” record as each one a share holder •Earnings -5000 to 6000 p.m.

Zero % fuel Zero % investment Zero % modern technology Zero % Disputes 99.9999% performance100 % Customer Satisfaction

SIX SIGMA CERTIFICATION In 1998, Forbes Global magazine conducted a

quality assurance study on the Dabbawalas' operations.

Gave Rating of 99.999999

Dabbawalas made one error in sixteen million transactions.

Stood High along with MNC’s like Motorola, GE etc…

Dabbawalas got ISO 9001- 2000 for Excellence in service.

Started in DHARMSHALA in BHIMA SHANKAR districts in the year 1930.

Maharashtra government propagates HIV awareness through DABBAWALAS.

In the year 2005 on WORLD AIDS DAY, 5000 Dabbawala delivered the Tiffin with a slogan “STOP AIDS KEEP PROMISE”.

CORPORATE SOCIAL RESPONSBILITIES

Product Name: Dabba (Tiffin box)

Price: 200/- ( Indian Rupees , INR)

Product Name: Gandhi capPrice: 50/- ( Indian Rupees , INR)

Product Name: Dabbawala MugDescription: This is tea/coffee mug with Dabbawala logo on it.Price: 30/- ( Indian Rupees , INR)

DABBAWALA PRODUCTS

ACHIEVEMENTS 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 Also, Included in a subject in Graduate School of

Journalism University of California, Berkeley

Invitations from : CII for conference held in Bangalore, IIML, IIMA, CII

Cochin, CII Delhi, Dr. Reddy’s Lab Foundation Hyderabad, SCMHRD Pune, SCMHRD Nasik, Sadahana – Pune, Rotary Club – Bangalore, NIQR at Chennai

ACHIEVEMENTS• World record in Best Time management.

• Name in “GUINESS BOOK of World Records”.

• Registered with Ripley's “ believe it or not”.

• Invited for marriage of Hon. Prince Charles of England on 9th April, 2005.

• Documentary called “Dabbawalas, Mumbai's unique lunch service” by two Dutch filmmakers in 1998.

LETTER FROM PRINCE CHARLES