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Mumbai Dabbawala
The document summarizes the operations of the 125-year-old Dabbawala lunch delivery service in Mumbai. It discusses how over 5,000 Dabbawalas deliver 130,000 home-cooked lunches daily to customers across the city using a color-coded system and achieving nearly flawless accuracy. It also highlights the Dabbawalas' organizational structure, recruitment process, job satisfaction of members, and their recognition worldwide for excellence without advanced technology.
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Mumbai Dabbawala
- 3. 5000 Dabbawalas delivering130000 Dabbas Daily 124 years old association Semi-literate force Elected representatives Based in Mumbai Organized structure Excellence without technology Applauded worldwide Service Record
- 4. Gen. Secretary Treasurer Director ORGANIZATION Operational committee Gen.Secretary Treasurer Director Charitable Trust 5000 members including 635 supervisor
- 5. Recruitment Friends and relatives of existing members Hiredon probation of 6 months Commitment Matters, not Qualification Semi-literate people doing job without questions
- 6. EMPLOYMENT TO LOW-INCOME MEMBERSOF COMMUNITY HIGH JOB SATISFACTION EMOTIONAL UNITY WORK IS WORSHIP STICK TO TIME
- 7. Our ancestors foughtin Shivaji’s army. Today we fight against time. -Raghunath Medge, President Dabbawala Organization
- 8. How it allstarted
- 9. out 125 yearsback when a Parsi banker wanted to have home cooked food regularly in office and gave this responsibility to the first ever Dabbawala. Other people also liked the idea and the demand for Dabba delivery soared.
- 10. Identification ofOpportunity by Mahadeo Havaji Bachche. Conversion of Opportunity into Business. Utilizing the Railway System for the Business. Hiring Villagers and Tribal's (Dabbawalas).
- 11. Word ofMouth for acquiring new Customers. Diversity ( Caste, Tastes and Preferences).
- 13. Recognised as deliveringSix Sigma level of accuracy in DABBA delivery. That means only 1 mistake in 6 million chances.
- 17. Using color markers: E:: Code for Dabbawala Street at residential station VLP :: Residential Station Ville Parle 3 :: Code for Destination station. Ex: :: Church gate 9 :: Code for Dabbawala at Destination. Ex :: Express towers ( Building name) 12 :: Floor no. in the building.
- 19. The foremostis love and caring of the housewives who make sure their loved ones get the healthy food from home. And trust! That they have on dabbawala. If the Dabba system is going strong even after 125 years, we must thank the Mumbai housewives.
- 21. Website www.mumbaidabbawala.com Website attracts more than 1 million visitors annually. Informative newsletter Send your leaflet, product description also with the Dabba. Fees given for advertising are shared equally among dabbawala and are used for their welfare.
- 23. Delay inpickup of a single Dabba may result in the delay in the delivery of thousands of dabbas. The growing number of vehicles slows down the speed of the Dabbawala. In the anxiety to ensure on-time delivery many Dabbawalas end up breaking traffic rules. Honest to their commitment, Dabbawalas don’t stop their services even in extreme weather conditions.
- 25. Picture 1: PrinceCharles Visit to Mumbai Dabbawala's. Picture 2: Sir Richard Branson’s Visit.
- 26. 1. • Keep operationalcosts as low as possible. 2. • Keep capital investment bare minimum. 3. • Just serve your customer – nothing else. 4. • Customer is not the Raja but Maharaja. 5. • Complexity opposes compliance.
- 27. 6. • Never deviatefrom your core competency. 7. • Do not be over dependent on technology. 8 • Flat organization – fast decision making 9. • Co operation inside – competition outside 10. • Keep extras for fault tolerance
- 28. 11. • Know theimplication of failure. 12. • Build your services around existing infrastructure. 13. • Abandon bad customers. 14. • Strike means suicide – labor means life. 15. • Penalize employees for non compliance.
- 29. 16. • Commitment matters,qualification doesn’t. 17. • Do not transfer your employees very often. 18. • Keep your employees emotionally united. 19. • High salary alone cannot retain employees. 20. • Be humble and do not boast your success.