On Time Delivery, Every Time

By-
Akanksha Verma 19021141008
Aparna Singh 19021141023
Swayam Avasthi 19021141121
Venushree Agarwal 19021141134
INTRODUCTION

 Based in Mumbai
 Daily 5000 dabbawala delivering 130000 dabbas
 6 sigma certified
 Semi literate force
 Excellence in absence of technology
 Applauded worldwide
 Walking towards technology
Background
 Identification of opportunity by Mahadev Haji Bache.
 Conversion of opportunity into business
 Utilizing the Railway

Customer:-
 Word-of Mouth for acquiring new
customer.
 Diversity
Organizational
Structure
Recruitment
 Only localities from Pune and near by.
 Recruited people were recommended by existing
members and shared same culture and similar
beliefs.
 6 month probation period (Fixed pay of 3000), on
completion had to pay 10 times the expected
income to be a part of the Dabbawala system.
 Low education is preferred.
 Emotional unity is the reason for a low attrition.
More time in the system leads to a better
connect.
 Non performers given warning. Discipline is the
core of the performance and therefore there are
fines
 levied.
Finances
 Price negotiations are carried out by employees. The price
is defined by average weight of dabba, distance to be
travelled and convenience of travel.
 Revenue = 470 million
 Offered least price for a great and reliable service.
 Publicity has resulted in a price hike.
 Profit equally shared based on the work load.
 Low operation cost as they were not dependent on fuel
based modes of transport.
 High customer loyalty.
 Global recognition and royal attention was a great
motivation.
Coding
Examples
INCREASING
COMPLEXITIES
 The dabbawala are extremely honest to their commitment and
they don’t stop their services even in extreme weather
conditions.
 In the anxiety to ensure on-time delivery many Dabbawalas end
up breaking traffic rules.
 The growing number of vehicles slows down the speed of the
Dabbawala.
 Delay in pickup of a single Dabba may result in the delay in the
delivery of thousands of dabbas.
Experimenting
with the
system  Level of commitment
 Delivery(Core Mission)
 No complications for customers
 Easy transportation (Handcarts and Bicycles)
 Operations in Mumbai with no outside Expansion Plans
 Replication of system outside by other entrepreneurs
 Service should deliver more than lunch
 Confrontation with Technology
Technological
suggestions
(The January 15th Meeting)

 Up gradation of the English Language Website

 More products available
 Moving from a Publicity Portal to a Business Portal
 Customer relationship management system

Apart from this, Joshi was thinking to tie up with:-

 Some cell phone provider
 An NGO
THANK YOU !!