Name – Rohit Kumar Sharma

Project Title – Inclusive growth by means of sustainable supply

chain with special reference to Mumbai Dabbawala
Objectives - The main objectives of this study are:

 To examine how the Dabbawala’s operate.

 To study how Operation Management Dabbawala’s of Mumbai

perform an amazing role in procurement of tiffins to their clients
from which one can learn many critical and analytical learning
regarding Supply chain management, distribution and logistics
management. This study mainly dwells on the examination of
their operation and achievement of almost zero fault
performance

 To explore the problems and prospects of the Dabbawala’s

service in the light of the changing and indeterminate
environment.

 To determine and understand the proposed solution for the

problem defined.

 To understand the managerial learnings .

Research Methodology - A part of this case study draws from an

earlier analysis carried out by the present researcher in 2011- 2012
(George, 2012). Semi-structured interviews, participant observations,
and focus groups were the primary sources of information. Additional
primary data was gathered again during 2016-2017, in order to gain
insights about improvements in business practices. Twenty-seven
dabbawallas were interviewed. The researcher travelled with them
while they returned after delivering the dabbas and gathered
responses. In this process, the delivery system components were
observed. Logbooks and customer observations on social media were
examined, too.
Findings - In this highly technologically advanced time ‘dabbawalas’
are working absolutely without technology. They have an excellent
supply chain, despite the fact that they don’t even know what it
means. Most of the people working with them are semi-literate but
still they read the tiffin code correctly and deliver it. Their attitude of
competitive collaboration is equally unusual, particularly in India.
They started coding system to Tiffin box for easy identification,
which are one of the examples of their innovation strategy. One of the
key lessons any organization can learn from the Dabbawalas is the
simplicity with which this system works. The working of Mumbai
Dabbawala is a perfect example of how the management should work
in the organization. It shows how the employee at all level works for
the efficiency of organization. It is perfect scenario where the work of
lower level is appreciable and with the minimum cost the organization
works efficiently. The study shows these illiterate or semi-literate
Dabbawala’s have mastered the art of logistics management, supply
chain management, customer service, Just-in –time management,
team work and problem solving.