1. MUMBAI DABBAWALA<br />The word quot;
Dabbawalaquot;
in Marathi when literally translated, means quot;
one who carries a boxquot;
. quot;
Dabbaquot;
means a box (usually a cylindrical tin or aluminium container), while quot;
walaquot;
is a suffix, denoting a doer or holder of the preceding word. The closest meaning of the Dabbawala in English would be the quot;
lunch box delivery manquot;
. Though this profession seems to be simple, it is actually a highly specialized service in Mumbai which is over a century old and has become integral to the cultural life of this city.<br />The concept of the dabbawala originated when India was under British rule. 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 in their workplace straight from their home. Nowadays, although Indian business men are the main customers for the dabbawalas, increasingly affluent families employ them instead for lunch delivery to their school-aged children. Even though the services provided might include cooking, it primarily consists of only delivery either home-made or in that latter case, food ordered from a restaurant.<br />Supply Chain<br />At 19,373 persons per km², Mumbai is India's most densely populated city with a huge flow of traffic. Because of this, lengthy commutes to workplaces are common, with many workers traveling by train.<br />Instead of going home for lunch or paying for a meal in a café, many office workers have a cooked meal sent either from their home, or sometimes from a caterer who delivers it to them as well, essentially cooking and delivering the meal in lunch boxes and then having the lunch boxes collected and re-sent the next day. This is usually done for a monthly fee. The meal is cooked in the morning and sent in lunch boxes carried by dabbawalas, who have a complex association and hierarchy across the city.<br />A collecting Dabbawala on a bicycle<br />A collecting dabbawala, usually on bicycle, collects dabbas from homes or from the dabba makers. The dabbas have some sort of distinguishing mark on them, such as a color or symbol. The dabbawala then takes them to a designated sorting place, where he and other collecting dabbawalas sort (and sometimes bundle) the lunch boxes into groups. The grouped boxes are put in the coaches of trains, with markings to identify the destination of the box (usually there is a designated car for the boxes). The markings include the rail station to unload the boxes and the building address where the box has to be delivered.<br />At each station, boxes are handed over to a local dabbawala, who delivers them. The empty boxes, after lunch, are again collected and sent back to the respective houses.<br />It has been recognized since 2002 to be one of the most reliable supply chains in the world, after being given a six sigma rating by Forbes Magazine. This is despite the supply chain using no computers or modern technology and most of the delivery staff being illiterate.<br />The Nutan Mumbai Tiffin Box Suppliers Trust<br />This service was originated in 1880. In 1890, Mahadeo Havaji Bachche, started a lunch delivery service with about 100 men.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. The commercial arm of this trust was registered in 1968 as Mumbai Tiffin Box Supplier's Association. The present President of the association is Sopan Laxman Mare. Nowadays, the service often includes cooking of foods in addition to the delivery.<br />Economic analysis<br />It is estimated that the dabbawala industry grows by 5-10% each year. Each dabbawala, regardless of role, gets paid about two to four thousand rupees per month (around £25–50 or US$40–80). In 2002, Forbes Magazine found its reliability to be that of a six sigma standard.<br />More than 175,000 or 200,000 lunch boxes get moved every day by an estimated 4,500 to 5,000 dabbawalas, all with an extremely small nominal fee and with utmost punctuality. According to a recent survey, they make less than one mistake in every 6 million deliveries.<br />The BBC has produced a documentary on dabbawalas, and Prince Charles, during his visit to India, visited them (he had to fit in with their schedule, since their timing was too precise to permit any flexibility). Owing to the tremendous publicity, some of the dabbawalas were invited to give guest lectures in top business schools of India, which is very unusual. Most remarkably in the eyes of many Westerners, the success of the dabbawala trade has involved no advanced technology. The New York Times reported in 2007 that the 125-year-old dabbawala industry continues to grow at a rate of 5–10% per year.<br />Appearance and coding<br />A typical dabbawala lunch.<br />A dabba, or Indian-style tiffin box.<br />Although the service remains essentially low-tech, with the barefoot delivery men as the prime movers, the dabbawalas have started to embrace technology, and now allow booking for delivery through SMS. 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. Such is the dedication and commitment of the barely literate and barefoot delivery men (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 colour coding system doubles as an ID system for the destination and recipient. There are no multiple elaborate layers of management either — just three layers. Each dabbawala is also required to contribute a minimum capital in kind, in the form of two bicycles, a wooden crate for the tiffins, white cotton kurta-pyjamas, and the white trademark Gandhi cap (topi). The return on capital is ensured by monthly division of the earnings of each unit.<br />Uninterrupted services<br />The service is almost always uninterrupted, even on the days of severe weather such as Mumbai's characteristic monsoons. The local dabbawalas and population know each other well, and often form bonds of trust. Dabbawalas are generally well accustomed to the local areas they cater to, and use shortcuts and other low profile routes to deliver their goods on time. Occasionally, people communicate between home and work by putting messages inside the boxes,however, with the rise of instant communication such as SMS and instant messaging, this trend is vanishing.<br />Awards and recognition<br />ISO 9001:2000 certified by the Joint Accreditation System of Australia and New Zealand<br />