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Inside the Dabba

Inside the Dabba. Unlocking the secrets of the Mumbai Dabbawalas. Who are these Dabbawala’s?. Dabbawala, literally translated means “man with the box” and is the popular name given to an unique, daily lunch delivery service in Mumbai’s central office district.

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Inside the Dabba

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  1. Inside the Dabba Unlocking the secrets of the Mumbai Dabbawalas

  2. Who are these Dabbawala’s? Dabbawala, literally translated means “man with the box” and is the popular name given to an unique, daily lunch delivery service in Mumbai’s central office district. For the past 113 years, a community of villagers from Mumbai’s hinterland has been running a low cost, low technology, manually operated daily service delivering hot box lunches from suburban homes to Mumbai’s office workers using manual push carts and riding the local train service.

  3. What is their Mission? • Work is Worship • Customer is a KING. • To reach the customer on time so that they could have hot home made food.

  4. So, what’s the Big Deal? Without computers, operating manuals or any other sophisticated management system, they work together as a team to collecting lunch boxes from all over Mumbai’s suburbs and reaching them within 180 minutes to their clients. An hour or two later, they collect the empty box and return it by mid afternoon back to each home. They deliver on an average about 200,000 such boxes everyday!

  5. What is their core strength? • Brand Loyalty – 3 generation of family. • Team work with outstanding co-ordination. • Everyone is an entrepreneur. • Stamina, value and ethics. • Delivering fast hot home cooked food is their objective. • Humility personified. • Unique logistic with railways. • Use only bicycles and pushcarts to deliver.

  6. How did the business start? It started 113 years back with this Parsee gentleman who had asked one of the coolie if he could deliver home food in his dabba to his office everyday. The coolie agreed and then slowly had more join him and soon they became a chain of people doing the same job. Most of the Dabbawala are from Rajgurunagar, Akola, Ambegaon, Junnar and Maashi.

  7. 4 factors of Social Service • Efficient service at low cost. • No pollution or congestion. • Do not cause accident or morcha. • No cost burden to the state.

  8. History • Started in 1890. • Charitable trust: Registered in 1956 • Employee strength: 5000 • Average Literacy Rate: 8th Grade schooling. • Total coverage: 60-70 km • No. of tiffins: 200,000 tiffin boxes. i.e. 400,000 X 25 days X 12 months = 120,000,000 (120 million or 12 crore transactions per year) • Time taken: 8 hours, war time 3 hours (9am-12pm) for collection of dabba.

  9. Organization Structure President Vice President General Secretary Treasurer Directors (9) Mukaddam (Group Leaders- 800) Members- 5000

  10. Working NMTBSA • Error rate: 1 in 16 million transaction. • Six Sigma performance (99.999999) • Technological backup: Nil • Cost of Service: 300 – 350 per month. • Std price for all: Weight, Distance, Space. • Earnings: 5000-6000 per month. • 72 – 80 Crore turnover per annum approx. • Diwali bonus: 1 month’s extra pay. • No Strike- record since 1980. • No Police/ Court Case since 1890.

  11. Approach • Discipline • No Alcohol drinking or smoking during business hours. • Wearing white caps • Carry Identity cards. • No leave without prior notice.

  12. Code of Conduct • Rs. 500 – Drinking on duty • Rs.100- Smoking on duty. • Rs.25- Not wearing white cap. • Rs.25- Not carrying ID Card • Rs.1000-Leave without intimation, sacked if repeated 2-3 instances. • Marketing • Marketing pamphlets in the “Dabba”.

  13. Working Co-ordination • 8am-10am – collection of dabbas • 10.34am-11.20am- Load the dabbas onto to the luggage or goods compartment • 11:20am-12.30pm- Unloading happens at the destination station • 1.15pm-2.00pm-Collection process starts • 2.00pm-2.30pm-Segregation as per destination suburb • 2.28pm-3.30pm-Return Journey • 3.30pm-4pm- Back to origin station. Coding structures are done with the place from where the dabba is picked and by whom it needs to be delivered and where it needs to be delivered.

  14. But that’s not all They work at six sigma levels of efficiency and this amazing logistics miracle even caught Prince Charles’ attention and is now a business school case study. Why, even Sir Richard Branson the chairman of Virgin Atlantic paid them a visit. Out of the 5,000 dabbawallas about 85% are illiterate and remaining educated only up till the 8th grade. But owing to their dedication, hard work, time management skills and no strikes in their 100+ years history they have carved out a niche for themselves earning the awe and respect of the society they selflessly serve. Among the recognitions, they have a Six Sigma certificate from the Forbes group and ISO 9001:2000. The dabbawalla story is without parallel anywhere in the world.

  15. So, did you learn something from the Dabbawalla inside the dabba.

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