dabbawala 1

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The Dabbawalas of Mumbai

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Who are Dabbawala ? Dabbawala, sometimes spelled tiffinwalla, is a person in the Indian city of Mumbai whose job is to carry and deliver freshly made food from home in lunch boxes to office workers.

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NMTBSA: Nutan Mumbai Tiffin Box Supplier Association “The Dabbawalas “ History Started in 1880 Charitable Trust Registered in 1956 Education 85% Illiterate (15% class 8 pass/fail) Area Coverage 60-70 Km. Employees 5000 No. of Dabbas 2,00,000 (i.e 4,00,000 transactions a day) Time taken 3 hrs

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Working of Dabbawalas Error rate: 1 in 16 million transactions Six Sigma performance Technological Backup: Nil Cost of Service: Rs 250-300/month Standard price for all (weight, distance) Rs. 30 Crore approx. turnover Since 118 Years “No Strike”

Major features of Dabbawla’s Supply Chain:

Major features of Dabbawla’s Supply Chain Zero % fuel (Carts & bicycles) Zero % modern technology Zero % dispute 99.9999 % performance 100 % customer satisfaction Environment friendly Dabbawalas

Discipline of Dabbawala’s:

Discipline of Dabbawala’s Wearing white cap during business hours Reporting to duty on time Behave properly and respect the customer Carry identity card No alcohol drinking during business hours

How do they organise it…:

How do they organise it… E: Code for dabbawala/street at resedential station VLP: Residential Station (Vile Parel) 3: Code for destination station (Church Gate) 9: Code for dabawalas at destination Ex: Express tower (Building Name) 12: Floor no. in the building

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Some examples of coding system

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A Day Journey of Dabbawala

9:30 AM – 10:30 AM :

9:30 AM – 10:30 AM This Time period is utilized for collecting dabbas from different places.

10:30 – 11:20 AM Journey time:

10:30 – 11:20 AM Journey time The dabbawala load wooden crates filled with dabbas onto goods or luggage compartment in the trains.

11:20 – 12:30 PM:

11:20 – 12:30 PM At this stage the unloading takes place at the destination station.

12:30 - 1:00 PM Lunch Time:

12:30 - 1:00 PM Lunch Time Dabbawalas carry there food with them Area wise they sit together and have their lunch “Family that eats together stays together”

1:00 – 2:30 PM:

1:00 – 2:30 PM Time for collection process, they have to pick up dabbas from the offices where they had delivered an hour ago The return journey by train where the group finally meets

2:30 – 3:30 PM Return Journey:

2:30 – 3:30 PM Return Journey It is more of a pleasant journey compared to early part of the day, the dabbawalas lighten up the moments joking and singing.

3:30 – 4:00 PM At original Stations:

3:30 – 4:00 PM At original Stations The group meets up at origin station & finally sort out tiffins as per origin areas Empty dabbas are delivered at the respective residence.

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Why Mumbaians need Dabbawalas ?

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Affection for home made food Mumbai, large city, offices are located very far, so office going persons leave home very early On time delivery of food by dabawalas Delivery charges of food per month only Rs 250-300

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Reasons behind success of The Dabbawalas…

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Dabbawala always deliver food on time. Hard working dabbawalas deliver food in every season & circumstances Tiffin basket’s weight: 75-80 kgs.

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Cooperation among workers Low operational cost for error free (Error Rate : 1 in 16 million transactions) on time delivery 99.9999% performance

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Microsoft , for example, used the dabbawalas to promote its Windows package for a campaign called “ Asli PC ,” meaning “ Genuine PC .” Company like Microsoft could not have found a better channel in Mumbai for reinforcing the value of authenticity associated with its brand. Utilizing the supply chain of Dabbawala for Promoting other Brands

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Utilizing the supply chain of Dabbawalas Star TV hired the services of dabbawalas to distribute the pamphelets of Amitab Bacchan who anchroed “ KBC ” reaching 2 lakhs mumbaians in just 4 days. Maharashtra government propagates HIV awareness through Dabbawala channel

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Campaigns done for many companies in mumbai . Dabbawalas are the fastest and most economic method to reach the nook and corner of mumbai Utilizing Supply Chain….

Sudhir Dabbawala on, 24th February played India's easiest game show as the other 22 Dabbawalas enjoy the fun and thrill of the game. They appeared in Deal Ya No Deal, a program on Sony Entertainment Television:

Sudhir Dabbawala on, 24th February played India's easiest game show as the other 22 Dabbawalas enjoy the fun and thrill of the game. They appeared in Deal Ya No Deal, a program on Sony Entertainment Television

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Mumbai’s Dabbawalas goes High-tech Dabbawalas have finally started their own Website and a text messaging order taking system that enables them to bag orders real time instead of depending on secondary sources like references or word-of-mouth. Talekar , who has been a Dabbawala for 40 years, admits that he has never operated a computer "But I know that to grow and make our lives secure we must use technology. "

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What Industry can learn from Dabbawallas ?

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FMCGs and other industries can learn a lot from the simple supply chain logistics and efficient reverse logistics (transfer of empty lunch boxes to the source location ).

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The dependence on technology could be drastically reduced . Managers and executives can learn about Newer mechanisms like Customer Relationship Management etc. Contd….

Management learning from Dabbawalas:

Management learning from Dabbawalas

Keep operational costs as low as possible:

Keep operational costs as low as possible Dabbawalas use cycle ,hand cart ,local trains – all low cost. No big office to maintain. No miscellaneous expenses.

Just serve customer –nothing else:

Just serve customer –nothing else Dabbawalas always deliver food on time . On time without wearing a watch. Customer is not the Raja - But Maharaja

Keep Extras for fault tolerance :

Keep Extras for fault tolerance For every 20 dabbawala there is one extra dabbawala -like cricket team. Extras still do the work and take more job when someone is absent. Extras also get paid equally among the group. Without extras, services will affect in case of exigencies – maligning reputation .

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When dabbawala knocks the door, dabba should be ready. If –not then 2-3 days,the time is given to adjust. After that ,the service are stopped as it affect the service to other customer. Bad costomer affect your operation and profitability from existing customer . Abondan bad customer

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Some Achievements World record in best time management. Name in “GUINESS BOOK of World Records”. Registered with Ripley's “ believe it or not”.

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Thank you…

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