Mumbai Dabbawala: Management Lesson

On chilly morning of 26th Jan, Indian army was parading in front of Red Fort, reverberating disciplined synchronous strokes of legs hitting the ground along with chorus of slogans. All program being broadcasted around the nation. Jets and Fighter planes were moving across the sky. Such a dignitary event was witnessed by few peasants of Mumbai. Twelve people of Dabbawalas, have represented their team at Republic day celebration in with Indias President Pratibha Patil. They are uniquely found in special attire of Gandhi topi(cap), and cotton clothing, usually white colored. Dabbawalas (lunchbox deliverymen) were invited to represent the Republic day march of this year in New Delhi as well as Mumbai. To know more about Dabbawalas. Most of workers in that team is illiterate( or left after primary education) . Each earn at about Rs. 4000 to 5000 per month ( $ 80 to 100 per months).

Prince Charles with Dabbawalas

Never ignore this team at alll! International Forbes magazine has lauded it with Six Sigma accuracy of 99.99 % precision. In 1998 survey of Forbes shows only one error in 6 millions of their transactions. Dabbawalas organization has received ISO 9001 certif ication in year 2000 for their service to nation. When England Prince Charles visited India, he had spent his day time observing their work. He had also invited 2 dabbawalas to his wedding Party with Camila Parker. This group of people had wide global fans including virgin King, Richard Branson. So, such team is globally acclaimed for its time management and accuracy.

Richard branson with Dabbawalas

There are 5000 dabbawalas. Irrespective of morning weather they deliver home cooked food to about 200,000 people around Mumbai suburb. They are transported with cycle, local train or handcart. Every morning, they complete the work in exact 3 hours of time span. Management Facts:

1. Time management and accuracy: Even though customers are growing, they

have color coding system, which ensures that every Tiffin goes to correct person. This meal on wheel system started from British Raj at 1850.

2. Customer is King: They are not being thought in any business schools. They 3. No technical support: They have not more technical or logistic support. They 4. Marketing and advertising: They have distributed their leaflets with Microsoft 5. Management Presentations: They have Bombay Tiffin Box Supply Charity Trust

just know to serve the customer in best way. perform with almost 100% accuracy. laptops in Mumbai, offering mini discount offer for food delivery. which represent the whole system. Some of them asked to give presentations in about their management skills. During discussion session, One dabbawala Vasant Bacche, 35, packs food at churchgate expressed himself saying, I dont know about management schools. I cant read and write. Thats why Ive done this for 15 years. Customers in Mumbai tells that , they deserve to represent the Republic parade, as they are serving nations.

7am-9am

Tiffins collected from homes Board trains, sort boxes at intermediary stations according to delivery area 9am-11am (single tiffin can change hands three to four times) Arrive Bombay, fan out to loading points, more sorting and loading on to 11am-12pm handcarts, bicycles and persons 12.30pmDeliveries 1pm 2pm Process moves into reverse 6pm Empty tiffins returned to homes

Some more facts: Trust registered in 1968 35-40 tiffins per dabbawalla, each of 2kg Colour code denotes owner, work address and floor New dabbawallas minimum investment: two bicycles (4,000 rupees), wooden crate (500 rupees), white cotton kurta pyjama (600 rupees) and one Gandhi topi (20 rupees) A 20-member group has 675 customers and earns 100,000 rupees a month. Average individual monthly income 5,000-6,000 rupees minus 15 rupees contribution to the trust. There are only two female dabbawalas