Group- 10

DABBAWALA
SYSTEM
Ontime delivery everytime
Introduction
• Started in 1885 by a single man delivering lunchboxes.

• In 1890 Mahadev ji Bache created the lunchbox delivery

business of 35 farmers.

• Started with the aim of delivering lunchboxes accross

mumbai for the people who live away form home or are
too busy to carry a lunchbox for themselves.

• Recruitment only from 30 villages nearby pune and 6

months training with Rs 3000 as salary per month was
given.
 Problem Statement

Education and Tech Literacy:
The workforce's illiteracy is
a barrier to adopting modern
digital tools that could
enhance operational
capabilities.
No Contact Source for Customers:
The absence of a direct
communication channel impedes
customer service, feedback, and
the ability to manage orders
effectively.
No Record of Employee
Transactions:
Lacking a system for tracking
transactions leads to potential
financial inconsistencies and
difficulty in managing
accountability.

Infrastructural Challenges: Safety Risks:

Employees face occupational
Inconsistent electricity supply
hazards without adequate safety
disrupts any attempt at
measures, which could lead to
digitization and affects the
accidents or health issues.
reliability of any tech-based
solutions implemented.

MARKETING
CONCEPTS
Service encounter
• High customer interaction
• Moments of truth which are the
defining points in service delivery
• Critical incidence - Flood example
Service Quality
• Reliability - performed promised service
• Assurance - inspired trust
• Responsiveness - Helping customers
• Empathy - attention to customers
• Tangibles - the dabbas
Traditional marketing mix
• Product - Dabbas (lunch)
• Place - Mumbai
• Price - Rs.10 - 12
• Promotion - Word of Mouth
Extended marketing mix
• People - Dabbawalas and customer
• Physical evidence - Customer and
Dabbawalas interaction (Evening pick-up)
• Processes - the delivery service and
operation system
Customer perception of quality and
customer satisfaction
Service quality, product quality, and price
leading to customer satisfaction along with
personal and situational factors leadi to loyal
customers
 Feasible Solution

1. 2. 3.
Efficient delivery Offer basic numeracy
Traffic Mitigation using designated education, along with
EKARTS for specific training in
particular
technology relevant to
geographical regions
their tasks.

4. 5. 6.

Technology Customer Record Keeping

Adoption Contact
Thank You