Annapurna dabbawala case

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CASE STUDYO N

ANNAPURNA DABBAWB

Group 4 V.M.Leen

M.Nikh

M

Vidya



CASE FACTS A dabbawalla is a person who in the Indian City Mumbai whose job is to

deliver freshly made food from home in lunch boxes to office workers.

Started in mid 1880’s.

The whole process is run by semi literates and literates.

The core factor that has sustained this business model is the desire of the

class mumbaikar to eat home made food.

Other factor is the highly evolved transportation system in mumbai and mcharged for the service.

Daily around 5,000 dabbawallas are working under this process.

Daily they deliver 2 lakh tiffin boxes to working people across the city.

In 2001, they charged rupees 200 to a person per month.



continued. .

.

Process time is 4 hours

They work 12 hour per day and travel 15 kms in the cEach Dabbawalla covers roughly 20 houses per day.

The principle under which they work is Relay System

Six Sigma Performance.(forbes magazine gave them t

rating)

Error Rate is very low that is 1 in 16 Million transacti

They contribute rupees 10 per month towards the CSR



STRATEGY

There are 3 set of Dabbawallas

i). Receiving the lunch boxes from the respective home.

ii). Load the lunch boxes in the local trains.

iii). Unload the lunch boxes and deliver to the respective p

Coding System



DECLINE IN THE SERVICES Problem

In 1960’s change in bank timings.

In 1980’s mills were closed down on a large scale

New trend emerged- Working Women.

Offices offering good quality canteen.Emergence of Fast food Centers and road Side

“Quick Bites”.



Q UESTION AND A NSWERS Q1. Identify some of the important changes (shifts) takin

place in the target segments of Annapurna Dabbawalla.

In 1960 the bank employees had a change in office tim

began leaving home earlier than before.

The large scale closure of Textile Mills in 1980.

In 1990, fast food chains and road side restaurants ope

around office localities.

Officers provided better canteens and food courts to th

employees.



cont.…

Percentage distribution of Working population in NMumbai reduced from 25 % in 1991-92 to 10% in 2

Location of workplace for Navi Mumbai’s working

population increased from 27% in 1991 to 63 % in

Food and eateries shops increased by 35% and 93shopkeepers perceive that eateries in Navi Mumb

Good quality.



Q2. Compare and contrast the services of Annapurna Dabbaw

those of fast food chains and roadside 'quick-bite' restaurants

around office localities, using the classification system

Classification Type Annapoorna Fast-Food Chains

Degree of Tangibility More Less

Directed at

customer/Possession

Possession Customer

Time and Place of

service delivery

Customer’s home/office Service provi

Location

Level of Customization.VS. Standardization

Standardized Customized

Steady Vs. Fluctuate Steady Fluctuation

Formal Vs. Informal Formal Informal

Interaction Type Mixed Model High Interacti



Hotel BeautySaloons Hospital

Services

bankingLegal

airlines

Tangible and I ntangible Services

advertisingTangible

Q3.Compare and contrast the following services, using the classificati

given in pages 8 and 9 of the textbook



Beauty

Saloon

hospitalhotel

investmenBanking

Possessions or Customer

legal

airlines

Customer satisfaction



Airlines

hospitalhotel

investmentlegal

Beauty saloon

Time and Place

bankingService

provider



advertisement

hospital banking

investmentlegal

airlines

Customization Vs. Standardizatio

hotelStandardizatio

n



Banking

AirlineInvestment

BeautySaloon

Legal

Hospital

Formal And Informal

HotelFormal



Banking

AdvertisementAirline

In

HotelHospital

Legal

Steady Vs. F luctuating Deman

BeautySaloon

Steady



Airlines

HospitalHotel

InvestmenLegal

Beauty Salon

Banking

Low In

High Interaction

High Interaction Vs. Low Interaction

Annapurna dabbawala case

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