Mumbai Dabbawalas
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Mumbai Dabbawalas






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  • MahadeoThis service originated in 1880. In 1890, MahadeoHavajiBachche and AnanthMandra Reddy started a lunch delivery service with about 100 men.[2] In 1930, he informally attempted to unionize the dabbawallas. Later a charitable trust was registered in 1956 under the name of Nutan Mumbai Tiffin Box Suppliers Trust. 

Mumbai Dabbawalas Mumbai Dabbawalas Presentation Transcript

  • Supply chain management (SCM) is the management of a network ofinterconnected businesses involved in the provisionof product and service packages required by the end customers in a supplychain.Supply chain management spans all movement and storage of rawmaterials, work-in-process inventory, and finished goods from point oforigin to point of consumption.“Design, planning, execution, control, and monitoring of supply chainactivities with the objective of creating net value, building a competitiveinfrastructure, leveraging worldwide logistics, synchronizing supply withdemand and measuring performance globally."
  • A DABBAWALA also spelled as dabbawalla or dabbawallah; is aperson in India, most commonly found in the city of Mumbai, who isemployed in a unique service industry whose primary business iscollecting the freshly cooked food in lunch boxes from theresidences of the office workers (mostly in the suburbs), delivering itto their respective workplaces and returning the empty boxes backto the customer’s residence by using various modes of transport
  • It was the time when India was under the British rule.British people who came to the colony did not like the local food.A Parsi banker employed a person to bring home-made food to site of work.His colleagues too liked this idea and started availing this service.Started a lunch delivery service with about 100 men.Registration of NMTBSA
  • History : Started in 1890Charitable trust : Registered in 1956Education : 85% Illiterate – 15% Class 8 pass/fail.Total area coverage : 60 Kms to 70 Kms ( Virar – Churchgate , Kalyan/ Panvel – CST)Employee Strength : 5000Mukundhams : 635Number of Dabbas : 2,00,000 Dabbas i.e. 4,00,000 transactions every day.Time Taken : 3 hrs
  • Error Rate : 1 in 16 milliontransactionsSix Sigma performance(99.999999)Technological Backup : Nil.Cost of service - Rs. 250 -300/month ($ 6.00/month)Standard price for all(Weight, Distance, Space)Rs. 30 Crore. approximatelyAnnual Turnover.[5000*12*5000=30,00,00,000]“No strike” record as eachone a share holder.Earnings - 4000 to 5000 p.m.per Dabbawala.Diwali bonus: one month’ssalary by customers.
  • Zero % fuelZero % moderntechnologyZero % investmentZero % Disputes99.9999%performance100 % CustomerSatisfactionFood is taken fromhome or mess andis delivered atoffice.
  • DISCIPLINE: Wearing White Cap during business hours.Reporting to duty on time.Behave properly and respect the customers.Carry Identity Cards.WOMEN: Mrs. Bhikhubai of KandivaliMrs. Anandibai of BorivaliMrs. Parvatabai of Karale (Ghatkopar)Mrs. Laxmibai Bagade of Santa Cruz
  • 11% students15%businessmen36%governmentsector38% privatesectoremployee
  • NMTBSAExecutive Committee(5 members)Teams of 20-25 headed bya group leaderIndividual Dabbawala’ s workload:Collect from home – 35 tiffinsDelivery at office – 35 tiffinsReturn empty tiffins to home – 35 tiffinsDabbawalas operate in group of 25 – 30 ,headed by a group leader.In one segment there are more than onegroup.A flat organization.Decisions are taken on the spot.Everyone is a share holder.Even the president and other high ups alsowork.Mini government meets every month to help ,guide and sort difference.
  • VICE PRESIDENTGENERAL SECRETARYTREASURERMEMBERS ( 5000 )MUKADAM13 MEMBERSDIRECTORS ( 9 )PRESIDENTThe present President of the association isRaghunath Medge.Nowadays, the service often includescooking of food in addition to the delivery.
  • Grant Road(12)Church Gate(1-10)Lower Parel(14)237456DistributionBy Carriersat lunchtimeTo officesPoint ofAggregationAnd SortingC DBA ECollection from home1Supply Chain : FLOW LOGIC
  • • This time period is utilized for collecting Dabbasfrom different places around Andheri.9:30AM to10:30AMAndheri• This time period is actually the journey time. TheDabbawalas load the wooden crates filled with tiffin ontothe luggage or goods compartment in the train.10:34AM to11:20AMAndheri Station• At this stage, the unloading takes place at thedestination station. Dabbas are delivered by cycle ,hand card or even walk.11:20AM to12:30PM ChurchGate Station• Dabbawalas carry their food with them. Area wise theysit together and have their lunch.12:30PM to1:00PM LunchTime
  • • Here on begins the collection process where theDabbawalas have to pick up the Dabbas from theoffices where they had delivered almost an hourago.1:15PM to 2:30PMAt All DestinationStations• Usually, since it is more of a pleasant journeycompared to the earlier part of the day, theDabbawalas lighten up the moment with merrymaking, joking around and singing.2:48PM to 3:30PM• This is the stage where the final sorting anddispatch takes place. The group meets up atorigin station and they finally sort out the tiffinsas per the origin area and the empty Dabba isdelivered at the respective residence. The actualaddress of the residence is not mentioned on theDabba – it is remembered by the Dabbawalas.3:30PM to 4:00PMAt All OriginStations
  • Dabbawalas got ISO 9001: 2000for excellence in services.Certificate accredited by “TheJoint Accreditation System OfAustralia And New Zealand” –JASANZ.The Indian consulting firm T. G.Solutions coordinated theprocess of getting thecertificate.Most Dabbawalas do not knowwhat ISO stands for.The only thing that aDabbawala know is that –“Error is Horror”.Dabbawalas work with greatefficiency without caring forany certificates.
  • Dabbawalas were invitedto collect the six sigmacertificate – they did notknow what it is made of –Gold or bronze.The certificate is lying incupboard eating dust.
  • Star TV hired the services of Dabbawalas to distribute the pamphlets ofAmitabh Bacchan anchored “KBC” reaching 2 lakhs Mumbaikars in just 4 days.Maharashtra government propagates HIV awareness though Dabbawalaschannel.Campaigns done for many companies in Mumbai.Dabbawalas are the fastest and most economic method to reach the nook andcorner of Mumbai.This brings additional earning for Dabbawalas.
  • Only investment is the hard work , honesty , promptness and timemanagement.Low cost offices.Very cheap hand cart.Easy to maintain cycles – Fuel is free air - (God given fuel).Use public space for sorting.No IT or HR department.
  • Keep Extras For Fault Tolerance.•For every 20 Dabbawala there is one extra Dabbawala – like cricket team.Know The Implication Of Failure.Build Your Services Around Existing Infrastructure.Abandon Bad CustomersStrike Means Suicide - Labor Means Life.•Dabbawalas have never gone on strike since inception – for 116 years!Penalize Employees For Non Compliance.Do Not Transfer Your Employees Very often•5000 Dabbawalas remember the address of 2 lack customers by heartKeep Your Employees Emotionally UnitedHigh Salary Alone Can Not Retain Employees.Be Humble And Do Not Boast Your Success
  • There are 2-3 Dabbawalagroups in each segment.Dabba collection isgroup- wise buttransportation isshared with othergroups. Competitionis only up tocollection.Profit is sharedequally within eachgroup afterdeducting expenses.
  • For 116 years , Dabbawalas did not touch technology - yet got sixsigma and ISO.Today mobile phones are used to communicate – mostly incoming.Website & SMS used to get more customers & give information.But logistics is still manual.
  • Team workTimemanagementInnovationCustomerrelationshipmanagement6 SigmaLogistics AndSupply chainmanagement
  • STRENGTHS• High team spirit, co-ordination, simplicity inthe organization.• Low operation cost• Customer satisfaction• Time ManagementWEAKNESSES• Lack of educationmostly illiterate• High dependency onlocal trains.OPPORTUNITIES• Expanding to othercities• Booking of servicesthrough SMS’s andinternet.• Wide range of Publicity• CateringTHREATS• Many Caterers alsooffer tiffin services• Food Courts at Mallsare growing rapidly