THE DABBAWALA SYSTEM

Submitted By : Group_02
1. How does the Dabbawala Organisation achieve its high service
performance? What is its secret to success?

There were only a few nearby villages—about 30—from which members were drawn and who shared the
same culture and goals. As a result, the dabbawalas grew closer and felt more at home together. Dabbawalas
used the city's huge network of local trains for distribution, using Mumbai's broad, level terrain because they
utilized the already-existing rail system and low-maintenance, non-fuel-based forms of transportation like
bicycles and handcarts, they had low operating expenses. A Dabba typically only changed hands twice during a
round-trip journey: once at the origin and destination train stations. Each dabbawala followed a
predetermined route and schedule, which promotes job retention and increases output.
2. Why do world-class companies like FedEx study the dabbawala system? What
do they expect to learn?
- The prime objective of world-class logistics company such as FedEx is to understand how Dabbawalas enhance the
value in their supply chain. Despite Dabbawalas not applying high-tech technologies still manage to run a very
comprehensive and complex delivery system in India. Other essentials which they can learn from them are as
follows: -

1.) Reliable operating systems and organization of resources can overcome the over-dependency on technology or
reduce the disadvantage of non-access to technology.

2.) In-part excellence or departmental excellence cannot guarantee to deliver astounding results, a complete
synergy should be formed between departments to provide end-to-end solutions while ensuring zero defect or
deviation for a successful value chain creation.

3.) Clarity of roles and responsibilities and utter commitment to achieve the goal with hard work drive the
organization and its employees forward.
Q3. A consultant wants to move the dabbawala system into the twenty-first century and
proposes several changes. How should Raghunath Medge respond?
(a) Stop the consultant immediately.
(b) Make changes to the system. Please list specific examples of what you would change

- The dabbawalla system is efficient due to the dense and robust railway network of Mumbai. Such a transport
system is not available in other states of the country. Hence it is nearly impossible to replicate this model
elsewhere. Raghunath Medge should encourage discussion with the consultant and dabbawalla (Muqaddam),
to identify areas of improvement such as the usage of mobile phones by asking the telecom industry such as
RELIANCE JIO to provide affordable and specialized plans under CSR activities.

Implement a centralized database system to keep a record of customers, and employees(Dabbawals), along
with the details such as the area that they work in.

 Home made tiffin service can be made available to customers like bachelors etc. who are not able to avail
homemade food. Ladies of the families of the Dabbawalas can have a system for cooking nutritious homemade