The Mumbai Dabbawala system delivers over 200,000 tiffin lunches each day in Mumbai using an informal logistical system with over 5,000 workers. They achieve an extremely low error rate of 1 in 16 million deliveries through an intricate coding system and team-based organizational structure. Operating without any modern technology, the Dabbawalas are able to deliver the lunches within a 3 hour window for an affordable price through coordination and an emphasis on customer satisfaction.

1. Case Study on Mumbai Dabbawala Submitted by: Avanika Babel Kriti Pareek Keshav Kumar OmPrakash Gupta

2. What is NMTBSA? (Nutan Mumbai Tiffin Box Suppliers Association) History : Started in 1880 Charitable trust : Registered in 1956 Avg. Literacy Rate : 8th Grade Schooling Total area coverage : 60 Kms Employee Strength : 5000 Number of Tiffin's : 2,00,000 Tiffin Boxes ( i.e 4,00,000 transactions every day) Time taken : 3hrs

3. Error Rate : 1 in 16 million transactions Six Sigma performance (99.999999) Technological Backup : Nil. Cost of service - Rs. 200/month ($ 4.00/month) Standard price for all (Weight, Distance, Space) Rs. 50 Cr. Turnover approx. [200,000*200=400,000,00 p.m. i.e 48 crore p.a.] “No strike” record as each one a share holder Earnings - 5000 to 6000 p.m.

4. DABBAWALLAS IN TRAIN COMPARTMENT The word "Dabbawala" can be translated as "box-carrier" or "lunchpail-man".

6. Coding VLP: Vile Parle (Suburb in Mumbai) 9E12 : Code for Dabbawallas at Destination E: Express Towers (Bldg. Name) 12: Floor No. E: Code for Dabbawallas at Residential station. 3 : Code for Destination station (E.g.. Nariman Point) VLP 9E12 E 3

7. CODING OF DABBAS 1-11 CHURCHGATE MARINE LINES GRANT ROAD 14 CENTRAL LOWER PAREL DADAR (WEST) DADAR (EAST) ANDHERI (EAST, WEST)

8. M BO 2GPO 4CB10 6 3 D G Let us now look at an example of these codes on the tiffins to better understand the system and what it all denotes: GH VP 13 2 P 9 D 3 9 VS 12 E

9. Household Collection split by means of Bicycle-70% Foot- 30% Collection Sorting Bicycle – 20% Train – 80% Transportation Distribution Entirely by cart & Bicycle Destination

10. 10:34-11:20 am This time period is actually the journey time. The dabbawalas load the wooden crates filled with tiffins onto the luggage or goods compartment in the train. Generally, they choose to occupy the last compartment of the train.

11. 11:20 – 12:30 pm At this stage, the unloading takes place at the destination station Re-arrangement of tiffins takes place as per the destination area and destination building

12. In particular areas with high density of customers, a special crate is dedicated to the area. This crate carries 150 tiffins and is driven by 3-4 dabbawalas!

13. 1:15 – 2:00pm Here on begins the collection process where the dabbawalas have to pick up the tiffins from the offices where they had delivered almost an hour ago.

14. RETURN JOURNEY: 2:00 – 2:30 pm The group members meet for the segregation as per the destination suburb.

15. 2:48 – 3:30 pm The return journey by train where the group finally meets up after the day’s routine of dispatching and collecting from various destination offices Usually, since it is more of a pleasant journey compared to the earlier part of the day, the dabbawalas lighten up the moment with merry making, joking around and singing.

16. 3:30 – 4:00 pm This is the stage where the final sorting and dispatch takes place. The group meets up at origin station and they finally sort out the tiffins as per the origin area

17. SWOT Analysis Strengths: Simplicity in organization with Innovative service Coordination, team spirit, & time management Low operation cost Customer satisfaction Low Attrition Rate Weaknesses: High dependability on local trains Funds for the association Limited Access to Education

18. Opportunities Wide range publicity Operational cost is low Catering Threats Indirect competition is being faced from caterers like maharaja community Indirect threats from fast foods and hotels Change in timings Company transport Office canteen

19. Thank You