The dabbawalas also spelled dabbawallas or dabbawallahs , called tiffin wallahs in older sources constitute a lunchbox delivery and return system that delivers hot lunches from homes and restaurants to people at work in India , especially in Mumbai. The lunchboxes are picked up in the late morning, delivered predominantly using bicycles and railway trains , and returned empty in the afternoon. They are also used by meal suppliers in Mumbai, who pay them to ferry lunchboxes with ready-cooked meals from central kitchens to customers and back. In Bombay, Mahadeo Havaji Bachche started a lunch delivery service with about a hundred men. The service was born during the British Raj in the s out of sheer necessity.

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To browse Academia. Skip to main content. By using our site, you agree to our collection of information through the use of cookies. To learn more, view our Privacy Policy. Log In Sign Up. Six Sigma: A case study on Mumbai Dabbawala. Shubham Vashisht. Shubham Vashisht, Roll No. The matter embodied in this has not been submitted earlier for the award of any degree or diploma to the best of my knowledge and belief.

Bharti Arora, Roll No. Secondly I would also like to thank my parents and friends who helped me a lot in finalizing this project within the limited time frame. As changes grow ever more unpredictable creativity is rapidly becoming recognized a core management skill. Managers need to be able to make best use of their time, talent and of other people to work with and through others to achieve corporate objectives. They also need to demonstrate their ability not merely to solve problems, but to transform them and design ways through them.

This report concerns needs and changing needs and their satisfaction level, which are the important function in every organization. It is a set of statistical and other quality tools arranged in unique way. It is a way of knowing where you are and where you could be. Tiffin is an old- fashioned English word for a light lunch, and sometimes for the box it is carried in.

Dabbawalas are sometimes called tiffin-wallas. For the efficiency of their supply chain it has been claimed that this virtually achieves a six sigma performance rating i. Nowadays Indian businesses are the main customers for the dabbawalas, and the service often includes cooking as a delivery. Indeed, this is a significant factor in determining the success of a firm. But, of course, customer loyalty and retention only ever come as a result of high levels of customer satisfaction. This is done by looking at three key areas; learning, performance and fulfilment.

By using Six Sigma, a business can set up a team of experienced employees from all levels within the organisation and from every functional department. This team are then given the task of identifying factors that could negatively affect the project leading to long cycle times.

Indeed, organisations who are willing to fully engage with employees have consistently demonstrated 25 — 50 per cent increases in productivity. Once your business has used a created a mission statement and carried out a SWOT analysis, then Six Sigma can help you focus on areas for improvement. One of the possible ways to reduce the risk of defect is to use Six Sigma to drive down the number of suppliers your businesses has, as this in turn reduces the risk of defects.

Define the customer s and the requirements. Define the current capability. Define the key processes that will have the greatest impact on customer. Measure Identify the statistical measures to monitor the key process. Set up the data collection plan. Measure the process Analyze Determine the analysis tools and methods to be used.

Summarize the data measured. Run the analysis and determine the root causes, effects, etc. Improve Improve and Implement. Test the method on sample process and validate the improvement. Control Standardize and document the process and implement the plan. Monitor the process and feedback the results back to the process for continuous improvement.

Create team charter. Gather VOC. Perform competitive analysis. Design Identify functional requirements. Develop alternative concepts. Evaluate alternatives and select a best-fit concept. Deploy CTQs and predict sigma capability. Optimize Determine process capability. Develop detailed design elements. Predict performance. Optimize design. Verify Test and validate the design. Share feedback with manufacturing and sourcing to improve future manufacturing and designs.

There are employees about in number and deliver approximately , tiffin boxes every day. It all started about years back when a Parasi banker wanted to have home cooked food regularly in office and gave this responsibility to the first ever Dabbawala. Other people also liked the idea and the demand for Dabba delivery soared. It was all informal and individual effort in the beginning, but visionary Mahadeo Havaji Bachche saw the opportunity and started the lunch delivery service in its present team- delivery format with Dabbawalas.

As the city grew, the demand for dabba delivery grew too. The Coding system evolved through various stages with time. In the beginning it was simple colour coding. Now Mumbai is a widely spread metro with 3 local train routes.

Our coding has also evolved into alpha numeric characters. History Started in Charitable trust Registered in Avg. Turnover approx. So due to such Flat kind of organization structure decisions are taken on the spot.

Whatever profits they can equally distributed within itself. It is democratic type of organization HR Practices. There is no any kind of basis happens related to recruitment process.

All Dabbawala must carry their Identity card on duty. All these rules are binding on all cadres of the Dabbawala. When they feel that new employees are capable to work, that time training will completed. All are owners of the business. Also Team work is the key aspect of their inner self-satisfaction proved by research.

Their duty starts from morning 8 am. They started coding system to Tiffin box for easy identification, which are one of the examples of their innovation strategy. They believe on continuous improvement by way of innovation. They achieved this level because of maintaining good relationship with customers.

Not many of the topmost companies are even near to it. This is simply incredible! They are always in hurry pushing through the crowd carefully to deliver lunches on time for lacks of mumbaiities! We now take look in the routine course of action Dabbawallas i. This cycle of operations of delivery takes them nearly 8 hrs a day very similar to the office timings, as these takes time normally from 9 a.

Because, Dabbawala have to pick up tiffin boxes from various distant location in his area. These locations may be far from each other located on higher floors of the building where sometimes elevator may not be available.

Usually a bicycle or in long wooden creates carried on the head! If a Dabbawala a collecting Tffin boxes from area of Ghatkopar then he will carry them to Ghatkopar or Vikhroli railway station whichever is nearer from his area of collecting Tiffins.

A widely adopted textbook defines logistics management as follows: "the process of planning, implementing and controlling the efficient, effective flow and storage of goods, services, and related information from point of origin to point of consumption for the purpose of conforming to customer requirements" D. Lambert Again different views exist on this question.

Some say that logistics commences with finished product from the end of production line to the consumer, or to get the right goods to the right place, at the right time, in the right form and at the right cost. Every day they achieve their goal.

They are always in hurry pushing through the crowd carefully to deliver lunches on time lacks of Mumbaities. G :: Church gate 9 :: Code for Dabbawala at Destination. Ex :: Express towers Building name 12 :: Floor no. They don't have any criteria about recruitment of Dabbawala.

They have some poets which new recruit Dabbawala should follow these rules are as follows. Weekly Leave: All Dabbawala gets weekly leave on every Sunday. S hri.


Mumbai’s Models of Service Excellence

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Mumbai Dabbawalas: Case study for management students

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