Annapurna Dabbavala

8/11/2019 Annapurna Dabbavala

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Case StudyOn

Annapurna Dabbawalla

Presented By

B .SyamgopalSuhailVinayVennelaSuresh


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Service Marketing

THE ANNAPOORNADABBAWALLA COMPANY LTD

(ADC)


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The Magic of Dabbawalas

116years they didnt touch technology - yet got six sigmaand ISO

Manual Logistics. Everyone is shareholder Flat Organizational structure instant decisions are made. Keep extras for fault tolerance. They are paid equally. Commitment matters- qualification doesnt Knows the Implication of Failure - this makes them more

responsible. Remembers the address of 2 lakh customers by heart.


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ADC- at a glanceInception - mid 1880s Qualifications: Semi-literate(15%) or illiterate (85%)Employees: 5000Number of Tiffin's: 2,00,000Cost : 200/monthProcess time: 3 4 hours

Works on Relay system

Six Sigma Performance Technological Backup: Nil Error Rate: 1 in 16 Million transactions. Standard Price for all (weight, distance, space)


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Color Coding System the main reason of error freedelivery

Initial Coding system used coloredthreads for marking.

Colored threads were replaced by thecotton waste by the tailors. Currently Color Markers are in use.


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Some Examples of Coding System


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LFD- Distribution

S1

S2

S3

2

3

7

4

5

6

Zones for destin

DistribBy Carat luncTo offi

Point ofAggregationAnd Sorting

C DB

A E

Collection from home

1

Source: mydabbawala.com


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Q1 SHIFTS IN TARGET CUSTOMERS

Clerks-25 % to 10 %

Textiles

Working women

Annapurna dabbawalla decline: it has lost their business due following reasons:

Government accommodation

Cheaper rent

Transformation of those employees

Retired

Sold house in Mumbai

and their target segment also changed to Navi Mumbai because of following reasons:

Better place to stayReasonable Priced Houses

Near workplace

Change of job

Business in Navi Mumbai

Rental house available easily


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Q2 ADC Vs. Fast food Centers

Dimension Fast Food centers Dabbawala

Degree of tangibility high low

Directed to customer or his possession Directed to customer,possession is less

High possession ,custparticipation is very le

Time and place of service delivery To the Service provider To the customers p

Level of customization orstandardization

Customization Standardization

Formal or Informal relationship with thecustomer

Informal Formal

Fluctuations in demand and supply High Low,

Interaction with people or Inanimateobjects

high low


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Q3 Contrasting Services according toClassification System

Intangibility

Tangibility

InvestmentAdvisory

Legal ServiceAdvertising

hotelsbanking

Saloon airlines

Hospital


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Possession

Customer

Legal ServicesInvestmentAdvisory

BankingServices

AdvertisingAirlinesSaloon Hotel Hospital

Whether the services is directed at the customer or his possessions


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Legal Services

InvestmentAdvisory

BankingServices

Advertising

AirlinesSaloon HotelHospital

ServiceprovidersPlace

Customers

Place

The time and place of service delivery


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Standardizati

Customization


BankingServices

Advertising Airlines

Saloon

Hotel

Hospital

Level of Customization Vs Standardizations


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Affected bydemand andsupply

Un affected


BankingServices

Advertising

Airlines

SaloonHotelHospital

Extent to which demand and Supply fluctuate


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Annapurna Dabbavala

Documents

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