MM ZG522 Total Quality

Management
Rajiv Gupta
BITS Pilani
Mumbai Dabbawalas Case Study
Discussion
 Recitation
• Discussion questions on the Mumbai Dabbawala Case

Links for Dabbawala case articles

Food for thought: What makes Mumbai's dabbawalas successful

• https://economictimes.indiatimes.com/food-for-thought-what-makes-mumbais-
dabbawalas-successful/articleshow/40598361.cms
• Packed, delivered to perfection: How Mumbai’s Dabbawalas have been feeding
city for 125 years
• https://www.hindustantimes.com/mumbai-news/packed-delivered-to-perfection-
how-mumbai-s-dabbawalas-have-been-feeding-city-for-125-years/story-
UGD6hMs6bd66lbbxgzpw1N.html
• Mumbai Dabbawala: Customer Service Excellence of Six Sigma Quality Without
Technology
• https://yourstory.com/2012/03/dabbawala-customer-service-excellence-of-six-
sigma-quality-withouttechnology/

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• THE SUPPLY CHAIN OF DABBAWALA IN INDIA GOOD HOME COOKED
FOOD DELIVERED TO WORKERS
• http://www.ideassonline.org/public/pdf/Dabbawalas-ENG.pdf
•
• Slideshare Principles of Management Mumbai Dabbawalas A Case
Study
• https://www.slideshare.net/chuglanijatin/mumbai-dabbawala-
management?utm_source=slideshow&utm_medium=ssemail&utm
_campaign=download_notification
• Slideshare Wonder of Mumbai Dabbawalas
• https://www.slideshare.net/prachi_23/presentation-
dabbawala?utm_source=slideshow&utm_medium=ssemail&utm_c
ampaign=download_notification
Video Dr. Pawan Aggarwal TED X Talk
• https://www.youtube.com/watch?v=N25inoC
ea24
 Discussion Questions
• What is remarkable about the Mumbai Dabbawala
system?
• What are some of the enablers for the Dabbawala system
to be successful?
• Comment on the organizational aspect of the system and
its impact
• What lessons might there be for managers in other
organizations regarding management of complex
systems?
• Discuss and comment on the process used by the
Dabbawalas.

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 Discussion Questions
• Describe the culture of the Dabbawala system? How
does it contribute to the performance?
• What factors seem to contribute to the motivation of the
Dabbawalas?
• What are some challenges would you expect them to
face in recent years?
• Would you suggest they add additional services in
addition to delivering dabbas?
• Some people have recommended that the Dabbawalas
adopt technology to improve performance and enhance
revenues through an increased customer base. What
should the Dabbawalas do?

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Questions?