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DABBAWALA- A CASE STUDYAn adapted version ofDr. Pawan Agrawal speech in IIT-Delhi

By: Suyash Jain Kritika Navetia & Ayush Arya

n -History : Started in 1890Charitable trust : Registered in 1956Avg. Literacy Rate : 8th Grade SchoolingEmployee Strength : 5000Number of Tiffin's : 2,00,000 Tiffin Boxes

i.e. 4,00,000 transactions every day

Time taken : 3 hrsTotal area coverage : 60 Kms to 70 Kms

Nutan Mumbai Tiffin Box Suppliers Association

n -Why to choose Dabbawalla?

Two reasons to go for Dabbawala services:

•Mumbai local trains have lines extending 60-70 km•Second they are crowded

n -Idol working style for Entrepreneur

•Customer may be King but he is also God.•Passion and commitment.•Work is worship •Being Punctual •More interested in their jobs•0% attrition rate and a 100% retention rate• Don’t complain about the job, just finish it

n -How does they work

E :: Code for Dabbawala Street at residential stationVLP :: Residential Station Ville Parle3 :: Code for Destination station.E.G :: Church gate9 :: Code for Dabbawala at Destination.Ex :: Express towers ( Building name)12 :: Floor no. in the building.

Dabbawala simply works on coding system

n -Pick up Dabba from Residence/Caterer

and bring it to Andheri Station.

*Journey in Local Train*

Unloading and Sorting at

Destination Station.

Delivery to respective customers.

Collection of Empty Dabba.

Sorting at Destinations

station.

Returning Dabba to Residence/Caterer.

Flowchart of Supply Chain Management

Relay & Hurdle Race•••••••

Unpunctual customer

Physical distanceLarge number of Dabba’sMumbai Traffic Crowded trains Multiple handoversScattered pickup and drop

off destinations

n -SIX SIGMA CERTIFICATION

In 1998, Forbes Global magazine conducted a quality assurance study on the Dabbawalas' operations

Gave Rating of 99.999999

Dabbawalas made one error in six million transactions.

Stood High along with MNC’s like Motorola, GE etc..

Dabbawalas got ISO 9001- 2000 for Excellence in service

Six Sigma means how many mistake company commits while accomplishing task

n -Conclusion & Recommendation•With high team spirit & time management with the low operations cost they are giving full customer satisfaction.

•The recommendation is that they are highly dependent on local trains so they must be prepared in case if the local trains stop working.

•They have to be prepared about the competition which they are facing from hotels & fast food chains.

•They have high range publicity so based on that they can enter other cities also.

Thank You