ORGANIZATION WHICHHOLDS WORLD RECORD for BEST TIME MANAGENENT
MUMBAI’S DABBAWALA“If commitment is there, Qualification can be built”
A dabbawala in Marathi ,literally means person who carries boxes Dabbawala is a person in Indian city of Mumbai who is employed in a unique service industry whose primary business is collecting the freshly cooked food in lunch boxes from the residence of office workers & delivering it to their respective work places and returning back the empty boxes by using various modes of transport
The origin of the Dabbawalas lunch delivery service dates back to the 1890’s during the British raj. The concept of dabbawala originated when India was under the rule of British. Many British people who came to the colony did not like the local food, so a service was set up to bring lunch to these people straight from their homes.
• History : Started in 1890• Charitable trust : Registered in 1956• Avg. Literacy Rate : 8th Grade Schooling (85% Illiterate)• Total area coverage : 60 Kms – 70 Kms (Virar – Churchgate , Kalyan / Panvel –CST)• Employee Strength : 5000• Number of Tiffins : 2,00,000 Tiffin Boxes i.e 4,00,000 transactions every day.• Time Taken : 3 hours• Total Turnover : 50 Crore INR• Industrial Growth : 5-6% every year
• Technological Backup : Nil.• Cost of service - Rs. 300 - 350/month ($ 6.00/month)• Standard price for all (Weight, Distance, Space)• “No strike” record as each one a share holder.• Earnings – 5000 to 6000 p.m. per Dabbawala.• Diwali bonus: one month’s salary by customers.• Great at time management even during floods ( A practiceSeldom seen in Indian context)• Six Sigma Performance. ( 1 defect in 16 Million Transaction)
Raghunath Medge And Mr. Gangaram Laxman Taleker
HOW DO THEY WORK?? Executive Committee• Organizational Structure (5 members) Teams of 20-25 headed by• The Code a group leader Individual Dabbawala’ s workload:• Operations Collect from home – 40 tiffins Delivery at office – 40 tiffins Return empty tiffins to home – 40• War Against Time tiffins
PRESIDENT VICE PRESIDENTGENERAL SECRETARY 13 members TREASURER DIRECTORS ( 9 ) MUKADAM MEMBERS ( 5000 )
9:30 AM TO 10:30 AM 10:34 AM TO 11:20 AM 11:20 AM TO 12:30PM Pick up Dabba from Unloading and Residence/Caterer *Journey in Local Sorting at and bring it to Train* Destination Station. Andheri Station.2:40 PM TO 3:30 PM 1:15 PM TO 2:30 PM 12:30 PM TO 1 PM Sorting at Collection of Empty Delivery to Destinations station. Dabba. respective customers. 3:30 PM TO 5 PM Returning Dabba to Residence/Caterer.
• Initial Coding System used colored threads to mark 7 Islands• Then Utilized thrown away cotton waste from tailors• Now they are using color markers:• E :: Code for Dabbawala Street at residential station• VLP :: Residential Station Ville Parle• 3 :: Code for Destination station. Example :: Church gate• 9 :: Code for Dabbawala at Destination.• Ex :: Express towers ( Building name)• 12 :: Floor no. in the building.
Zones for Destination Grant Road 1 (12) 2 Point of Aggregation 3 Distribution Churchgate And Sorting (1-10) 4 By CarriersA E 5 at lunchtime Lower Parel 6 To offices B C D 7 (14) Collection from home
• Amazon.com • Samsung Group• DHL • PepsiCo• General Electrics • The McGraw Hill Companies• HBSC Group • Toshiba• Maple leaf food • US Army, Navy, Air force• LG Group • Vodafone• Motorola • Whirlpool• Mumbai’s Dabbawalas • Wipro n many more
Keep Operational cost to minimum: • Use cycles, Hand carts, Local trains • No big office to maintain • No IT Budget and No Miscellaneous cost • No Add budget – word of mouth publicity! • Very Nominal Monthly service cost – Rs 200/-
Keep Capital Investment bare minimum: • Hard Work, Honesty, Promptness and Time management are the only investment • Low office cost • Cheap Hand carts • Cycles - easy to maintain • Use of public space for sorting
Just serve your costumer – nothing else !! • Always deliver food on time – even during heavy rains • Always on time – even without using a watch • Don’t try to impress or Bother costumers with unsolicited offers • Bothering Costumers with offer may force them to discontinue even existing services
Never deviate from your core competency: • Only business of delivering home made food to clients • Efforts to sell other products through dhabbawala system failed • Be “Master of one trade rather than Jack of all” • Develop products and services around core competency, if required
Commitment matters – qualification doesn’t !! • 85% of dabbawalas are illiterate • Max. level of literacy – 8th standard failed • Still able to offer world class service, as they are committed to offer food to costumer on time • “If commitment is there, Qualification can be built”
Know the implications of failure: • If food is not delivered on time, it angers customers and work will suffer • May cause problem between customer and his wife • A vegetarian gets a non-veg dabba – BIG Problem !! • “Knowing the implications of failure makes you more responsible and serious towards your work”
Build your services around existing infrastructure • Use reliable, fast, efficient and cheap local train services • Many food companies in Mumbai use their own infrastructure – tough to maintain and costly as well • “Building new infrastructure increases the cost of service”
Abandon Bad customers: • When dabbawala knocks door, the dabba, should be ready • If its not for 3 consecutive days, then the sevice is stopped as it affects the service to other customers • “Bad customers affect operation and profitability from existing customers”
Penalize employees for non compliance • Dabbawalas are penalized for not wearing Gandhi Topi, Consuming Alcohol, Smoking Cigarette, not pre informing about leave and misbehaving with customers • After a few warnings, if dabbawala dosen’t improve, he is expelled from system • Discipline is main reason for their success
Strengths Weakness• Simplicity with innovative • Highly dependability on service local trains• Co ordination, team spirit • Low funds for association and time management • Limited access to• Low operation cost education• Customer satisfaction • Caste based
Opportunities Threats• Wide scale publicity • Direct competition from• Low operational cost other caterers• Catering • Indirect competition from fast food joints and hotels • Company canteens
World record in Best Time Management Name in “Guiness Book of World Records” Registered with Ripley’s “believe it or not” Six Sigma rating by Forbes Got ISO 9001: 2000 for excellence in services One among to 50 entrepreneur in India
Invitations for conferences from IIML, Harward, Cambridge, Oxford, IIMA, Lilly, British Telecom, MIT, MET, Dr. Reddy’s Lab Foundation Hyderabad, SCMHRD Nashik BITS – Pilani, and many more. Also, Included in a subject in Graduate School of Journalism University of California, Berkeley.
Television Radio• BBC • GERMAN RADIO NETWORK• MTV • RADIO MIRCHI• TV TODAY • MADIO MID DAY• TV TOKYO • FM GOLD• CNN • BBC RADIO• AAJ TAK n many more• STAR TV n many more
England King Prince Charles met dabbawalas on 4th Nov, 2003 He was told to come to church gate station between 1:30 to 2:30 Am, so that the delivery of dabbas to clients is not affected
Virgin Group Chairman, Richard Branson, travelled with Dabbawalas and delivered dabba to his own employee.
US Secretary of Commerce Gary Locke Letter from Prince Charles After floods in Mumbai
“ We don’t understand Six Sigma. We area bunch of illiterates. But we do know our prime responsibility – customer satisfaction. And to achieve that, we can put in hard work like no one else”, - President NMTBSA Raghunath Medge