Dabbawala

SUPPLY CHAIN MANAGEMENT OF

DABBAWALAS

PRESENTED BY:

Aravinth.P

Priyaranjan Jena

Ramsankar Shroff

R. Siddharath

Saurabh Jain

Subhendu

What is NMTBSA

Nutan

Mumbai

Tiffin

Box

Suppliers

Association

About NMTBSA

History: Started in 1890(with only 25 member)

Charitable trust: registered in 1956

President and secretary: Rughunath Megde and Gangaram Talekar.

Average literacy rate: 8th grade school

Total area coverage: 60-70 kms

Error rate: 1 in 6 million transactions by Forbes 2000 article.

CONTINUED……..Employee strength: 5000

No of Tiffin: 2,00,000 i.e. 4,00,000 transactions everyday

Time taken: 3 hours.

Quality door to door service to large and loyal customer base.

Even order can be placed through internet.

Our Belief- WORK IS WORSHIP

TIFFIN basket’s weight : 75-80 kgs.

ASSETS

For each dabbawala

Two bicycles- approx Rs 4000

A wooden crate of Rs 500

Cotton Kurta pajama – Rs 600

And Gandhi Topi – Rs 20

Coding system

VP: Vile Parle (suburb in Mumbai)

9EX12: Code for Dabbawalas at destination

EX: Express towers ( building name)

12: Floor number

E: Code for Dabbawala at residential station

3: Code for destination station (Nariman point)

VP 9

E 3 EX 12

THE Flow logic ZONE OF DESTINATION

POINT OF AGGREGATION AND SORTING

B

CD

EA

GRANT ROAD(12)

CHRUCHGATE (1-10)

LOWER PAREL(14)

1

2

3

4

5

6

7

COLLECTION FROM HOME

DISTRIBUTION B Y CARRIERS AT LUNCHTIME

TO OFFICES

ORGANISATION STRUCTURE

Executive committee (5 members)

Team of 20-25 headed by group leader

Individual dabbawalas workload:Collect from home- 35 tiffins

Deliver at office- 35 tiffinsReturn empty tiffins to home- 35 tiffins

ORGANISATION STRUCTURE

MEMBERS

VICE PRESIDE

NT

PRESIDENT

Working of NMTBSA

Six sigma performance (99.999999)

Technological backup nil

Cost of service: Rs. 300 per month( $ 6 per month)

Turnover: Rs. 36 cr.

Earnings: Rs. 5000-6000 per month.

Diwali Bonus : One month’s from customers.

COMPANY WITH EXCELLENCE

Zero % fuel & investment

Zero % disputes

100 % customer satisfaction

99.9999 %performance

Elegant logistics

Elegant logistics system – using 25 kms of public transport , 10 kms of footwork involving multiple transfer points.

A simple color code determines not only packet , routine but packet prioritizing as lunch is transferred from train to bicycle to foot.

Journey begins

Tiffins are collected from home between 7:00 – 9:00 am and taken to the nearest railway station.

Single Tiffin while reaching the destination could change hands 3-4 times daily.

The actual journey begins

10:34 – 11.20 am (Vile Parle Station)

At this time the actual work of dabbawalas take place.

They load the wooden crates filled with Tiffin onto the luggage or goods compartment in the train.

11:20 – 12:30 pm (Church gate station)

At this stage the unloading takes place at the destination station.

Re-arrangement of tiffins take place as per the destination area and buildings.

In particular area with high density of customers (Nariman Point, Fort , CST ) a special crate is dedicated.

This crate carries 150 tiffins and is driven by 3-4 dabbawalas.

Return journey 1:15- 2:00 pm (At all destination

stations)Here on begins the collection process where the dabbawalas have to pick the tiffins from the offices where they had delivered almost an hour ago.

2:00- 2:30 pm –they meet for the segregation as per the destination suburbs.

2:48 – 3:30 pm

The return journey by train where the group finally meet after the day’s routine.

3:30- 4:00 pm (the origin station)- here final sorting and dispatch takes place as per the origin area.

FIVE DIMENSION IN SERVICE MARKETING

DABBAWALA

ASSURANCE

EMPATHY

RELIABILITY

TANGIBLE

RESPONSIVEN

ESS

FIVE DIMENSION IN SERVICE MARKETING

RELIABILTY

Right time

Right place

Right person

Safety

FIVE DIMENSION IN SERVICE MARKETING

EMPATHY

Collecting dabba from individuals & ensuring its safety

Each employee is a customer

FIVE DIMENSION IN SERVICE MARKETING

TANGIBILITY

Mobiles

Gandhi Topi

Cotton Kurta pajama

Vendor Compartment

[email protected]

wooden crate

Direct marketing

Dabbawala can provide more than lunch

Now they delivers Mutual funds

An extra income of 50 to 100 rupees for Dabbawalas.

SWOT Analysis

Strengths:

Simplicity in organization with Innovative service

Coordination, team spirit, & time management

Low operation cost, High Efficiency

Customer satisfaction

Low Attrition Rate

Weaknesses:

High dependability on

local trains

Funds for the association

Limited Access to Education

Opportunities Wide range publicity

Operational cost is low

Mumbai being a Hotspot.

Railways

Coding System.

Threats

Indirect competition is being faced from caterers like maharaja community

Indirect threats from fast foods and hotels

Change in timings

Company transport

Ticket restaurant

Other sources of income

Management learning’s from Dabbawala

Keep operating costs as low as possible

Keep Capital investment minimum

Customer is not Raja-But Maharaja

Never deviate from Core competency

Flat organization

Commitment

Implication of failure

Value for employees

Recent Advancements

Tie-up with Microsoft

Visit of Prince charles, Richard Branson

New website opened

Order by SMS

A DAY WITH DABBAWALA

AWARDS & Achievements…

Name in GUINESS BOOK OF WORLD RECORDS.

Registered with Ripley’s “ believe it or not”.

World record in best time management

Achievement of SIX SIGMA

..cont

In 1998, it was awarded SIX SIGMA QUALITY RATING from FORBES GLOBAL MAGAZINE.

Documentaries like

‘DABBAWALAS, MUMBAI’S UNIQUE LUNCH SERVICE’

‘THE DABBAWALLAS’

Invitation to speak at CII, IIM - Bangalore and Mumbai.

Invited to marriage of Hon. Price Charles of England on 9 , April 2005.

AWARDS & Achievements…

AWARDS & Achievements

Included in a subject in Graduate School of

Journalism University of California, Berkeley.

Radio —

German Radio Network 

Radio Mirchi

Radio Mid-day

FM — Gold

BBC Radio

Thank you