The Mumbai Dabbawala system delivers tiffin boxes (Dabbas) to around 200,000 people daily in Mumbai. It was started in 1890 and now employs over 5,000 people. The Dabbawala system achieves an extremely high accuracy rate of 99.99999%, meaning there is only one error for every 6 million transactions. They have developed an efficient organizational structure and delivery process to ensure tiffins arrive on time and at the correct destination each day.

1. Mumbai Dabbawala
Services Marketing

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. 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. Dabbawala’s Organizational Structure
Governing
Council
Mukadams
Dabbawala

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. Provider gap2

7. Blueprint of Dabbawala’s services

8. Standards
• Customer driven Standardization of Service.
 Hard Standards
 Right on time.
 Compliance with commitments.
 Accuracy.
 Soft Standards
 Feedback from customers

9. Provider gap3

10. Features
• Good HR policies.
• Well Trained Employees.
• Employee knows his role.
• Team Work.
• Job design.
• Organisational Structure.

11. Services Triangle for Dabbawala’s