You are on page 1of 27

The Wonder of Mumbai Dabbawallas Inspiration of Management

By- Nijesh Warrier (57), Sujoy Bhaskaran (49)

Introduction
A dabbawala (one who carries the box), sometimes spelled dabbawalla or dabbawallah, is a person in the Indian city of Mumbai whose job is to carry and deliver freshly made food from home in lunch boxes to office workers. The dabbawala originated in 1880 by Shri. Mahadu Havaji Bache, when India was under British rule Mission of the Dabbawalas is to serve their customers on time

PRESIDENT & GENERAL SECRETARY


NUTAN MUMBAI TIFFIN BOX SUPPLIERS ASSOCIATION

Raghunath Medge And Mr. Gangaram Laxman Taleker

What is NMTBSA?
(Nutan Mumbai Tiffin Box Suppliers Association)
History : Started in 1880 Charitable trust : Registered in 1956 Avg. Literacy Rate : 8th Grade Schooling Total area coverage : 60 Kms Employee Strength : 5000 Number of Tiffins : 2,00,000 Tiffin Boxes i.e. 4,00,000 transactions every day. Time taken : 3 hrs

ORGANISATIONAL STRUCTURE

PRESIDENT
VICE PRESIDENT

13 Members
GENERAL SECRETARY

TREASURES

DIRECTORS(9)

MUKADAM

MEMBERS(5000)

Executive Committee (5 members)

Teams of 20-25 headed by a group leader

Individual Dabbawalla workload = 30 tiffins

FINANCIAL DATA OF A GROUP

1st group Rs 125000 - Total earnings - 20 People Rs 35000 - Maintenance cost Tiffin luggage basket pass Rs 180 per person. Maintenance of cycles Rs 300 2 cycles per month. Maintenance of wooden boxes Rs 100 per person . T.C, Robbery of Tiffin - Rs 500 yearly. Organizational fees - Rs 15 per head. Puja held per station - Rs 50 per head.

Coding
VLP : Vile Parle (Suburb in Mumbai) 9 : Code for Dabbawalla at Destination Station E : Express Towers (Bldg. Name) 12 : Floor No. C : Collection Point (Copper Hospital). 3 : Code for Destination station (E.g. Nariman Point)

CODING OF DABBAS 1-11


12 13

15 16 17 18

CHURCHGATE MARINE LINES GRANT ROAD, BOMBAY CENTRAL LOWER PAREL DADAR (WEST) DADAR (EAST) ANDHERI (EAST, WEST)

10:34-11:20 am This time period is actually the journey time. The dabbawalas load the wooden crates filled with tiffins onto the luggage or goods compartment in the train.

11:20 12:30 pm

Re-arrangement of tiffins takes place as per the destination area and destination building

1:15 2:00 pm Here on begins the collection process where the dabbawalas have to pick up the tiffins from the offices where they had delivered almost an hour ago.

2:00 2:30 pm The group members meet for the segregation as per the destination suburb.

2:48 3:30 pm The return journey by train where the group finally meets up after the days routine of dispatching and collecting from various destination offices

3:30 4:00 pm
This is the stage where the final sorting and dispatch takes place. The group meets up at origin station and they finally sort out the tiffins as per the origin area

PORTERS FIVE FORCE THEORY Competition: Its difficult to replicate their supply chain network New entrants: Fast food joints as well as office canteens. However, since neither of these serve home food, the dabbawallas' core offering remains unchallenged. Bargaining power of buyers: Delivery rates are so nominal (about Rs 300 per month) that one simply wouldn't bargain any further. Bargaining power of sellers: minimum infrastructure and practically no technology is used, hence they are not dependent on suppliers. Threat of a new substitute product or service: No substitutes to home cooked food in Indian scenario, hence threat to the dabbawalla service is not an issue at least in the foreseeable future.

SWOT Analysis
Strengths:

Simplicity in organization with Innovative service Coordination, team spirit, & time management Low operation cost Customer satisfaction Low Attrition Rate

Weaknesses:

High dependability on local trains Funds for the association Limited Access to Education

Opportunities:

Wide range publicity Operational cost is low Catering

Threats:

Indirect competition is being faced from caterers Indirect threats from fast foods and hotels Change in timings Company transport Ticket restaurant

Dabbawala Methodology

Operational Motto Error is horror


DISCIPLINE: No Alcohol Drinking during business hour Wearing Gandhi Cap during business hours Carry Identity Cards Reporting to duty on time Behave properly and respect the customers

What we learnt
Supply chain logistics and efficient reverse logistics
The concept of Multi-level coding

Time Management
Customer Relationship Management Customer Satisfaction Cost effectiveness

Error Rate: 1 in 16 million transactions


Six Sigma performance (99.999999) Technological Backup : Nil. Cost of Service - Rs. 200/month Standard Price for all (Weight, Distance, Space) Rs. 50 Cr. Turnover approx. [200,000*200 = 400,000,00 p.m. i.e. 48 crore p.a.] No strike record as each one a share holder Earnings - 5000 to 6000 p.m.

Awards and Felicitation


Six Sigma certification in 2001

ISO and many other certificates


Shri.Varkari Prabhodhan Mahasmati Dindi (palkhi) sohala 2001 Invitation from CII for conference held in Bangalore.

Documentaries made by BBC ,UTV, MTV, and ZEE TV

Some Achievements
World record in Best Time management.
Name in GUINESS BOOK of World Records. Registered with Ripley's believe it or not.

Meetings of Confederation of Indian Industries ( CII). Stanford University delegation to India. Symbiosys Management School - Pune. Bharat Petroleum Corporation Ltd. Global Business SchoolNagpur.

Mahindra & Mahindra - Kandivli ( Mumbai ) and Nasik. Sandoz Pharmaceuticals Mumbai. Indian School Of Business (ISB) - Hyderabad. GE Money Servicing Hyderabad. Microsoft - Gurgoan. Genpact - Hyderabad. Community of cooked food Italy. Accenture - Mumbai.

NL Dalmia College - Mumbai.


National Stock Exchange Mumbai.

Reserve Bank Of India.

THE ROYAL VISIT:

Recently, the dabbawalas had royal company at Churchgate station. The Prince of Wales himself had visited them when he came down to Mumbai. He took keen interest in their way of functioning, expressed surprise at their efficiency and was struck with awe when he was told that they didnt employ any technology. The prince was presented a small memento, accompanied with a garland, a Gandhi topi and a trophy by the dabbawalas.

RICHARD BRANSON CHAIRMAN VIRGIN ATLANTIC AIRWAYS MUMBAI

Sir Richard Branson, Chairman, Virgin Atlantic Airways, meeting the Mumbai's famed 'Dabbawalas' at their nodal point, the Churchgate Railway Station in South Mumbai, on April 1, 2005.

Booking for delivery through SMS

mydabbawala.com website is developing a software application for on-line booking