Services In Mumbai.Dabbawalas vs. Locals<br />Presented By:<br />BishwajeetGhosh – E 02<br />Gaurav Kale – E 04<br />Andre...
Mumbai Dabbawalas<br />Nutan Mumbai Tiffin Box Suppliers Association<br />History                     	: Started in 1880<b...
Mumbai Locals<br />Started in April 1853. First Journey Mumbai – Thane.<br />Today Carries: 6.9 million commuters daily<br...
Features Of a Service<br />Intangible<br />Simultaneous Production & Consumption<br />Varies as per customer<br />Can not ...
KPAs<br />
Customer Satisfaction<br />
Quality<br />Dabbawalas<br />Punctuality & Time Management – Excellent<br />Breakdowns or Operational Mishaps – Almost Nev...
Capacity Utilization<br />Dabbawala<br />Locals<br />200 Rakes.<br />2500 Journeys.<br />6.9 Million Commuters.<br />Track...
Innovations<br />Dabbawalas<br />Marketing Through Dabbas.<br />Booking for delivery through SMS.<br />A functional websit...
Financials (1 group) of Dabbawalas<br />Rs125000   Total earnings -20 People<br />Rs35000     Maintenance cost            ...
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Services in mumbai. dabbawalas vs locals

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  • Use Kano Model to position the two and speak a lot about them.
  • Services in mumbai. dabbawalas vs locals

    1. 1. Services In Mumbai.Dabbawalas vs. Locals<br />Presented By:<br />BishwajeetGhosh – E 02<br />Gaurav Kale – E 04<br />Andre Fernandez – E10<br />
    2. 2. Mumbai Dabbawalas<br />Nutan Mumbai Tiffin Box Suppliers Association<br />History : Started in 1880<br />Charitable trust : Registered in 1956<br />Avg. Literacy Rate : 8th Grade Schooling<br />Total area coverage : 60 Kms<br />Employee Strength : 5000<br />Number of Tiffin's : 2,00,000 Tiffin Boxes <br />Time taken : 3 hrs<br />
    3. 3. Mumbai Locals<br />Started in April 1853. First Journey Mumbai – Thane.<br />Today Carries: 6.9 million commuters daily<br />Spread over a route of 464 km.<br />2342 train services.<br />Avgtime spacing – 4min<br />Peak hrs – 4500 passengers in a 9 car train.<br />
    4. 4. Features Of a Service<br />Intangible<br />Simultaneous Production & Consumption<br />Varies as per customer<br />Can not be stored (inventorized)<br />Comoditised Services<br />
    5. 5. KPAs<br />
    6. 6. Customer Satisfaction<br />
    7. 7. Quality<br />Dabbawalas<br />Punctuality & Time Management – Excellent<br />Breakdowns or Operational Mishaps – Almost Never<br />Six Sigma Certified<br />Locals<br />Punctuality & Time Management – Excellent<br />Breakdowns or Operational Mishaps – Rare<br />Infrastructure<br />Overcrowding – Very High<br />October 23, 2009<br /> Killed 2 and injuring 11 <br />
    8. 8. Capacity Utilization<br />Dabbawala<br />Locals<br />200 Rakes.<br />2500 Journeys.<br />6.9 Million Commuters.<br />Track Length Coverage of 464 km.<br />Avg gap of 4 min between two trains.<br />Two lane patches – Mobilization constraint<br />
    9. 9. Innovations<br />Dabbawalas<br />Marketing Through Dabbas.<br />Booking for delivery through SMS.<br />A functional website (though currently under construction)<br />Locals<br />Coaches with new designs – implemented.<br />AC Coaches being worked upon.<br />Improved frequency – being invested in.<br />
    10. 10. Financials (1 group) of Dabbawalas<br />Rs125000 Total earnings -20 People<br />Rs35000 Maintenance cost <br />Tiffin luggage basket pass – Rs180/person<br />Maintenance of cycles – Rs 300 – 2 cycles/month<br />Maintenance of wooden boxes – Rs100/person <br />T.C , police robbery of Tiffin Rs 500 yearly<br />Organizational fee Rs 15 per head<br />Puja held per station Rs 50 per head<br />
    11. 11. Thank You<br />
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