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Topic : Mumbai Dabbawalas

What it is ? Who are they ?

Dabbawala literally means "box person", is a person in India, most commonly found in the city of Mumbai, who is employed in a unique service industry whose primary business is collecting freshly cooked food in lunch boxes from the residences of the office workers, delivering it to their respective workplaces and returning the empty boxes back to the customer's residence by using various modes of transport.

Mumbai Dabbawalas
Nutan Mumbai Tiffin Box Suppliers Trust

History Started in 1890 Charitable Trust Registered in 1956 Avg. Literacy rate 8th grade schooling Total area coverage 60kms to 70kms Employee Strength 5000 Number of Tiffins 2000 Tiffin boxes i.e.4,00,000 transactions every day Time Taken 3 hrs

Supply Chain
They collects dabbas either from a worker's home or from the dabba makers. As many of the carriers are illiterate, the dabbas have some sort of distinguishing mark on them, such as a colour or group of symbols. The dabbawala then takes them to a designated sorting place, where he and other collecting dabbawalas sort the lunch boxes into groups. The grouped boxes are put in the coaches of trains.

Markings
(1) abbreviations for collection points, (2) colour code for starting station, (3) number for destination station and (4) markings for handling dabbawala at destination, building and floor

Six Sigma in Service Sector

There is known documented service organization that has reached the SIX SIGMA level of quality ( three defects in million deliveries) anywhere in the world except the Mumbai Dabbawalas.

What is Six Sigma ?

Six Sigma is a philosophy that underlies efforts to improve business performance & customer satisfaction. A statistical measure of performance An aspirational goal for quality An approach & methodology for continuous improvement of quality

WORK IS WORSHIP

Tiffin Baskets Weight : 75 to 80 Kg

Working of NMTBSA
Error Rate : 1 in 16 million transactions Six Sigma performance : (99.999999) Technological Backup : Nil Cost of Service : Rs.300/month Standard Price for all : (Weight, Distance, Space) Rs.36 cr Turnover approx No strike record as each one a shareholder Earnings : 5,000 to 6,000/month Diwali Bonus : One months from customers

Success Factors
Low cost delivery
Rs. 150 -200

Delivery reliability
Entrepreneurs, not employees No strikes Flat structure Referrals from friends and relatives No dilution of service culture

Success Factors
Decentralization Perceived equality
Effort different, same remuneration

Suburban Railway Network

Foodline of the city

Zero % Fuel Zero % modern technology 99.9999 % performance

Zero % investment Zero % disputes 100 % customer satisfaction

Thank you