The Dabbawalla

-Madhumitha-Sneh Salila

-Yashika Atre-Abhishek Kamble

-Harsh Jain-Pradeep

Who are dabbawalas???

• Dabba( meaning box or tiffin) wala

• Meaning the carriers of tiffin box

• Their job is to carry home made food to office workers

• MISSION : “To serve their customer ON TIME “

HISTORY

The Nutan Mumbai Tiffin Box Suppliers Trust(NMTBST)

PAST :

• Started in 1880 or 1890

• Mahadeo Havaji Bachche started with about 100 men

• Unified the Dabbawalas

• Started for the British people

Organisation

Present :• Employees/Partners: 5000• Number of Tiffin boxes per day : 2,00,000• Number of Transactions : 4,00,000• Time : 180 minutes• Cost of service : 200 INR (@ 5$ a month)• Total Turnover : 50,00,00,000• Industrial Growth : 5-10 % each year• Education : 85 % illiterate• Total Area Coverage : 60km/70km

Dabbawala Community

• Come from the rural area of Maharashtra, about 200 kilometres east of Mumbai from places like Rajgurunagar, Akola, Ambegaon, Junnar, and Maashi

• Are the descendants of soldiers of the legendary Maharashtrian warrior-king, Shivaji

• They belong to the Malva caste

• The trainees, always belong to the family of an older dabbawala who takes care of the training

• They belong to families of small farmers and still work in the fields from time to time.

• There is no idea for returning back to villages for these dabbawalas unless they are sick or have an accident, or are coming home for retirement.

Organizational Structure

Discipline

• Wearing white caps during business hours

• Reporting to duty on time

• Behave properly and respect customers

• Carry identity cards

• No alcohol drinking during work

Believes of Dabbawala

• Work is worship

• Serving people is serving God

• Annadan is Mahadaan

• Time is money

• Unity is power

Efficiency

• Uninterrupted working even on extreme weather conditions

• Trusted because customers are well-accustomed

• Easy access to destinations

• Earlier days, chits were passed in the Tiffins

Working

• High teamwork and accurate timing to complete their task

• The lunch is packed in a box that is color coded (Provided by the dabbawalas ) by the customer’s home maker (Work completed by 9am)

• Once the lunch box is packed, it is transported using a combination of different transport modes : Bicycles, local train and walking

Coding System

Coding De-Mystified

Flow Logic

PICK UP DABBA FROM RESIDENCE & BRING IT TO ANDHERI STATION.

9:30 A.M- 10:30 A.M

•Dabbas are collected from different resources by Dabbawalas & brought to AndheriStation.

•Now these collected Dabbas are sorted according to Destination

JOURNEY IN THE LOCAL TRAIN

10:34- 11:20 A.M ( Andheri Station)

•This time period is actually the journey time. The Dabbawalas load the wooden Crates filled with Tiffin on t the luggage or goods compartment in the train.

•Generally, they Choose to Occupy the last compartment of the train of 12 coach train

One Day Of A Dabbawalla

UNLOADING & SORTING AT DESTINATION STATION

11:20- 12:30 P:M ( Church gate Station)

•At this stage; the unloading takes place at the destination station

•re- arrangement at tiffin's takes place as per the destination areas & destination buildings

•dabbas are delivered by cycle; hand card or even walk.

DABBAWALAS HAVING THEIR FOOD

12:30P.M- 1:00P.M (LUNCH TIME)

•Dabbawalas carry their Food with them

•Areas wise sit together & have their lunch

COLLECTION OF EMPTY DABBA & SORTING AT DESTINATIONS STATION

1:15- 2:30 P.M( At all destination stations)

•Here on begins the collection process

•The Dabbawalas meet for the segregation as per the destination suburb

RETURN JOURNEY

2:48- 3:30P:M•return journey by train

•SORTING AND DELIVERY OF EMPTY DABBA

3:30- 4:40 P.M ( At all Origin Stations.)

•This is the stage where the final sorting & dispatch takes place.

•The actual address of the residence is not mentioned on the Dabba.

Six Sigma

• Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects

• Measures how many mistakes company commits while accomplishing a task

• It gives employees well defined roles and clean structure to their task

• 1 Six Sigma=700,000 Defects/million opportunity

• 2 Six Sigma=300,000 Defects/million opportunity and so on

• Hence

Six Sigma = Perfection

Re-defination of Six Sigma by Dabbawallas

• Error rate : 1 in 16 million transaction

• Six Sigma performance (99.99999)

• Zero % fuel Zero % investment

• Zero % modern technology Zero % Disputes

• 100 % Customer Satisfaction

• Got ISO 9001-2000 for excellence in service.

• Stood high along with MNC’s like Motorola , GE etc

Awards and FelicitationsDocumentaries 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 studies made by:

– ICFAI press Hyderbad and Bengaluru

– Richard Ivey School of Business Canada

– Included as a subject in Graduate school of Journalism, Unversity of California

Invitations from:– CAII for conference held in Bengaluru, IIM A,IIM I,CII Cochin, CII

Delhi, Dr. Reddy’s lab foundation Hyderbad, SCMHRD, SadahanaPune, Rotary club Bengaluru, NIQR Chennai

Achievements

• World record in Best Time Management by Six-Sigma rating

• Name in “Guiness Book of World Records”

• Registered with Ripley’s “Believe it or not”

• Participitated in “Deal Ya No Deal Contest” in Sony TV

Although the service remains essentially low-tech, with the

barefoot delivery boys as the prime movers, the dabbawalas have started to embrace technology, and now allow booking for

delivery through SMS. A web site, mydabbawala.com, has also been added to allow for on-line booking, in order to keep up with the times. An on-line poll on the web site ensures that customer feedback is given pride of place.

The success of the system depends on teamwork and time management that would be the envy of a modern manager. Such is the dedication and commitment of the barely literate and barefoot delivery boys (there are only a few delivery women) who form links in the extensive delivery chain, that there is no system of documentation at all. A simple color coding system doubles as an ID system for the destination and recipient. There are no elaborate layers of management either — just three layers.

Each dabbawala is also required to contribute a minimum capital in kind, in the shape of two bicycles, a wooden crate for the Tiffin's, white cotton kurta-pyjamas, and the white trademark Gandhi topi (cap). The return on capital is ensured by monthly division of the earnings of each unit. -

Sales@MyDabbawala.Com

Mydabbwalas.com developing software application through which the people of Mumbai can order dabba service online through internet .The order will be booked online and Dabba will be picked up from your home and will be delivered to office in time

Order dabbawalas products and services online

Share My Dabba

Dabbawala in delhi

Organization structure

PresidentVice president

Gen Sectreasurer

Directors(3)

Managers(10)

Workers(3000)

Survey in Delhi

Language Response

Hindi 63

english 14

others 23

What kind of language is mostly preffered in Delhi

DIVERSITY

OTHER OPTIONS

OPTIONS RESPONSE

YES 76

NO 24

Delhi Metro

CODING SYSTEM

PV

KC1BR2

IC

2 EX2

Residence station

Changing stations

Destination station

Office address

Dabbawala code

DIVERSITY

• Delhi has settlers from all over the country.

• Dominance of settlers of one community in a particular are.

• Large area to cover so have to divide in small groups

• Employing the local people of these areas to have an effective communication and better bonding.

Budget

• To serve -1,20,000 people• 2400-cyclists, 600-metro commuters• 10 managers(1 manager-100)

1)Yellow-32)Blue-33)Red-24)Rest-1 each

• 1 dabba-Rs 300 per month• Total income- Rs3,60,00,000

Budget

• Metro expenses- Rs 30000

• Managers fee-Rs1,50,000(15000x10)

• Workers fee-Rs 1,80,00,000(6000x3000)

• Directors-Rs 1,20,000(40000x3)

• Van rent- Rs 72,00,000(Rs3000 per van)

Drawbacks of Delhi Dabbawala

• Geographical barrier

• Community diversity

• Local eating joints