Mumbai dabbawala (1)

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mumbai dabawallah linked with service mkt.

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Mumbai dabbawala (1)

  1. 1. Mumbai Dabbawala Services Marketing
  2. 2. Introduction• Dabbawala is a tiffin delivery system.• Started in 1890 by Mahadeo Havaji Bacche.• In 1954 Nutan Mumbai Tiffin Box Suppliers Charity Trust was formed.• They deliver tiffin box (Dabba) to around 2lac people and students everyday.• In 1998 Forbes Global Magazine gave it a Six Sigma Rating.
  3. 3. Six Sigma• Six Sigma is efficiency standard developed by Motorola.• Company should not have more than 3.4 defects per 1 mn i.e: 0.00034%.• Dabbawala’s were having accuracy rate of 99.99999%. i.e 1 error in 6 million transactions
  4. 4. Dabbawala’s Organizational Structure Governing Council Mukadams Dabbawala
  5. 5. 7p’s• Product-Delivery service.• Price-Rs.150-350 per month.• Place-Travels all over the Mumbai.• People-5000 employees.• Physical evidence-Offices at Dadar,Chembur,Ghatkopar etc• Process-Delivery system,Website.
  6. 6. Provider gap2
  7. 7. Blueprint of Dabbawala’s services
  8. 8. Standards• Customer driven Standardization of Service.  Hard Standards  Right on time.  Compliance with commitments.  Accuracy.  Soft Standards  Feedback from customers
  9. 9. Provider gap3
  10. 10. Features• Good HR policies.• Well Trained Employees.• Employee knows his role.• Team Work.• Job design.• Organisational Structure.
  11. 11. Services Triangle for Dabbawala’s

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