The document provides an overview of the Mumbai Dabbawallas, including their history, operational processes, and achievements. It explains their transportation method for delivering lunch boxes, adherence to rules, and their impressive Six Sigma performance rating with only one error in 16 million transactions. The Dabbawallas have been recognized globally through various documentaries and invitations, showcasing their significance in Indian culture and service excellence.

2. Agenda
 Introduction
 Journey of Dabbawallas
 Rules & Regulation
 Mumbai Dabbawallas & Six Sigma
 Coding of Mumbai Dabbawallas
 SWOT Analysis
 Achievements

3. Introduction
 A dabbawala (one who carries the lunch box) is a person in the
Indian city of Mumbai whose job is to carry and deliver freshly
made food from home in lunch boxes to office workers.
 The dabbawala originated when India was under British rule:
many Indian people who worked in British companies disliked
the British food served by the companies, so a service was set
up to bring lunch to them in their workplace straight from
their home
 In 1890, Mahadeo Bhavaji Bachche started a lunch delivery
service with about a hundred 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 SuppliersTrust (NMTBST)

4. PRESIDENT & GENERAL SECRETARY OF
NMTBST
Mr. Raghunath
Medge
President
Mr. Gangaram
Talekar
General
Secretary

5. JOURNEY OF DABBAWALA
Pick up Dabba from
Residence/Caterer
and bring it to
Andheri Station.
*Journey in Local
Train*
Unloading and
Sorting at
Destination Station.
Delivery to
respective
customers.
Collection of Empty
Dabba.
Sorting at
Destinations station.
Returning Dabba to
Residence/Caterer.
9:30 A.M- 10:30 A.M 10:34- 11:20 A.M 11:20- 12:30 P:M
2:48- 3:30P:M 12:30 - 1:00 P.M1:15- 2:30 P.M
3:30- 4:40 P.M

6. 9:30-10:30am
•This is the time when the
Dabbawallas collect theTiffin
Boxes from the respective houses
and load all theTiffin boxes in a
wooden Cart which is ready to
ship now

7. 10:35-11:20am
•This time period is actually the
journey time.The Dabbawallas
load the wooden crates filled with
Tiffin's onto the luggage or goods
compartment in the train.
Generally, they choose to occupy
the last compartment of the train.

8. 11:20-12:30pm
• At this stage, the unloading
takes place at the destination
station
•Re-arrangement ofTiffin's takes
place as per the destination area
and destination building

9. 12:30-01:15pm
• LunchTime (Please Hold on)

10. 1:15-02:00pm
• Here on begins the collection
process where the Dabbawallas
have to pick up theTiffin's from
the offices where they had
delivered almost an hour ago.

11. 2:00-02:30pm
•The group members meet for
the segregation as per the
destination suburb.

12. 2:30-04:00pm
•This is the stage where the final
sorting and dispatch takes place.
The group meets up at origin
station and they finally sort out
theTiffin's as per the origin area

13. Rules and Regulations
DISCIPLINE :
 No Alcohol Drinking during the business hours
 WearingWhite Cap during business hours
 Carry Identity Cards
Code of conduct:
 • Rs 500- Drinking on duty
 • Rs 100- Smoking on duty
 • Rs 25- Not wearing white cap
 • Rs 25- Not carrying ID card
 • Rs 1000- Leave without an indication, sacked if repeated in 2-3
instances

14. Mumbai Dabbawallas & Six Sigma
 Six sigma is represent a statistical measure and a
management philosophy to calculate how many
mistake company commits while accomplishing
task.
 Only 1 error was happened in 16 million transitions,
so the Six Sigma performance rate of Mumbai
Dabbawallas is 99.999999
 0% fuel, 0% Investment, 0% ModernTechnology,
0% disputes and 100%Customer satisfaction led
the Mumbai Dabbawallas 99.99999 Six Sigma
rating.

15. SIX SIGMA CERTIFICATION
 In 1998, Forbes Global
magazine conducted a quality
assurance study on the
Dabbawallas' operations
 Gave Rating of 99.999999
 Dabbawallas made one error in
Sixteen million transactions.
 Stood High along with MNC’s
like Motorola, GE etc.
 Dabbawallas got ISO 9001-
2000 for Excellence in service

16. ISO Certification

17. Coding of Mumbai Dabbawallas

18. SWOT Analysis
Strengths:
 Simplicity in
organization
with Innovative
service
 Coordination,
team spirit, &
time
management
 Low operation
cost
 Customer
satisfaction
Opportunities:
 Wide range of
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
Weaknesses:
• High
dependability on
local trains
• Limited funds for
the association
• Limited Access
to Education

19. Qualification graph of Mumbai
Dabbawallas
12%
18%
18%
44%
8%
Percentage in terms of Dabbawallas population in
Mumbai
0
1 to 4
5 to 7
8 to 10
11 to 12

20. Achievements
 Documentaries made by:
 BBC ,UTV, MTV, ZEETV, AAJTAK,TVTODAY,
SAHARA SAMAY, STARTV, CNBCTV 18, CNN,
SONYTV,TVTOKYO, NDTV.
 CASE STUDY made by :
 ICFAI (Institute of Chartered Financial Analysts of
India) Press Hyderabad & Bangalore
 Richard Ivey School of Business – Canada
 Also, Included in a subject in Graduate School of
Journalism University of California, Berkeley
 Invitations received from :
 CII (Confederation of Indian Industry) conference
held in Bangalore, Pune, Rotary Club

21. Other Achievements
 On 21 March 2011 Dabbawallas got a place in “GUINNESS BOOK of World
Records”.
 Invited for the marriage of Hon. Prince Charles of England on 9th April,
2005.
 Sir Richard Branson, Chairman ofVirginAtlantic Airways, meeting the
Mumbai's famed 'Dabbawallas' at Churchgate Railway Station on April 1,
2005
Sir Richard Branson meeting with Mumbai's Dabbawallas

22. Feather on the Topi
 Currently Mumbai Dabbawallas are tracking more than 5000
Dabbawallas daily, through the usage of Computers
 Mumbai Dabbawallas also participate in Swachata Abhiyan conducted
by the current Prime Minister of India Mr. Narendra Modi.
 Mumbai Dabbawallas represented the Maharashtra state at New Delhi
(Rajghat) on the occasion of the celebration of 60th Republic day on 2010.

23. Thank
You…!!