2 Introduction A dabbawala (one who carries the box, see Etymology), ORIGINSIMPLE YET SPECIALIZEDChange Important (Here TOO)WHY DO they need TO CHANGE
3 What is NMTBSA? (Nutan Mumbai Tiffin Box Suppliers Association) History Started in 1890Charitable trust Registered in 1956Avg. Literacy Rate th Grade SchoolingTotal area coverage KmsEmployee StrengthNumber of Tiffin's ,00,000 Tiffin Boxesi.e 4,00,000 transactions every day.Time taken hrs
4 Error Rate : 1 in 16 million transactions Six Sigma performance ( )2 errors a month (30*2*2,00,000=1,20,00,000)Technological Backup : Nil.Cost of service - Rs. 300/month ($ 6.00/month)Standard price for all (Weight, Distance, Space)Rs. 72 Cr. Turnover.[200,000*300=600,000,00 p.m. i.e 72 crore p.a.]“No strike” record as each one a share holderEarnings to 6000 p.m.Diwali bonus: one month’s from customers.
5 FINANCIAL DATA OF A GROUP 1st group –Rs Total earnings -20 People Rs Maintenance cost Tiffin luggage basket pass – Rs 180 per person Maintenance of cycles – Rs 300 – 2 cycles per month Maintenance of wooden boxes – Rs 100 per person T.C , police robbery of Tiffin Rs 500 yearly Organizational fee Rs 15 per head Puja held per station Rs 50 per head.
6 APPROACH DISCIPLINE : No Alcohol Drinking during business hours Wearing White Cap during business hoursCarry Identity CardsWOMEN:Mrs. Bhikhubai of Borivali(East)Mrs. Anandibai of Andheri(East)Mrs. Parvatabai of Karale (Ghatkopar)Mrs. Laxmibai Bagade of Santa CruzLATEST MARKETING STRATEGY:Marketing message in the “dabba”
7 NUTAN MUMBAI TIFFIN BOX SUPPLIERS ASSOCIATION THE THREE SPEAKERS OFNUTAN MUMBAI TIFFIN BOX SUPPLIERS ASSOCIATIONPresident- Mr. Raghunath Dhondiba MedgeSecretary- Mr. Gangaram Laksman TalekarDirector(IT)- Mr. Manish TripathiWebsite:E- Mail :
11 Coding VLP 9E12 E 3 VLP : Vile Parle (Suburb in Mumbai) 9E12 : Code for Dabbawallas atDestinationE : Express Towers(Bldg. Name)12 : Floor No.E : Code forDabbawallas atResidential station.3 : Code for Destination station (E.g.. Nariman Point)9E12E3
12 Let us now look at an example of these codes on the tiffins to better understand the system and what it all denotes:34CB10BOGGHVP13D2 P 93E9 VS 1262GPOMD
13 DABBAWALLAS MODES OF TRANSPORT Zero % fuelZero % investmentZero % modern technologyZero % Disputes% performance 100 % Customer Satisfaction
14 CODING OF DABBAS 1-10 CHURCHGATE MARINE LINES GRANT ROAD, BOMBAY CENTRALLOWER PARELDADAR (WEST)DADAR (EAST)ANDHERI (EAST, WEST)
15 10:34-11:20 am : 12 coach local – 4000 people- regular disputes but no delays / errors 11:20 – 12:30 pm : UNLOADING AT DESTINATAIONIn particular areas withhigh density of customers,a special crate is dedicatedto the area. This crate carries150 tiffins and is driven by 3-4dabbawalas
18 RICHARD BRANSON CHAIRMAN VIRGIN ATLANTIC AIRWAYS MUMBAI Sir Richard Branson, Chairman, Virgin Atlantic Airways, meeting the Mumbai's famed 'Dabbawalas' at their nodal point, the Churchgate Railway Station in South Mumbai, on April 1, 2005.
19 Awards and Felicitation Shri.Varkari Prabhodhan Mahasmati Dindi (palkhi) sohala – 4th march – 2001.Documentaries made by BBC ,UTV, MTV, and ZEE TVCERTIFICATESSix Sigma Certificate By Forbes groupISO 9001:2000 by "The Joint Accreditation System Of Australia And New Zealand” – JASANZNATIONAL INSTITUTION FOR QUALITY AND RELAIBILITY 23 April 2005
20 Some Achievements World record in best time management. Name in “GUINESS BOOK of World Records”.Registered with Ripley's “ believe it or not”.
21 Inspiration of Management supported by http://www.mydabbawala.com/ Their AchievementsDocumentaries made by :BBC ,UTV, MTV, ZEE TV, AAJ TAK, TV TODAY, SAHARA SAMAY, STAR TV, CNBC TV 18, CNN, SONY TV, TV TOKYO, NDTV.CASE STUDY made by :ICFAI Press Hyderabad & BangaloreRichard Ivey School of Business – CanadaAlso, Included in a subject in Graduate School of Journalism University of California, BerkeleyInvitations from :CII for conference held in Bangalore, IIML, IIMA, CII Cochin, CII Delhi, Dr. Reddy’s Lab Foundation Hyderabad, SCMHRD Pune, SCMHRD Nasik, Sadahana – Pune, Rotary Club – Bangalore, NIQR at ChennaiRadio:German Radio Network, Radio Mirchi, Radio Mid-day, FM – Gold, BBC Radio, Radio CityInspiration of Management supported by
22 Order Dabbawalas Products and services Online MyDabbawalas.com developing a software application through which the people of Mumbai can order Dabba service online through internet. The order will be booked online and Dabba will be picked up from your home and will be delivered to office in time. Please wait , the software will be soon available. Meanwhile you may send us us at with your details ( name, home address , office address , home phone , office phone , mobile number , whether you want dabba on Saturday) and He will contact you to start the service.
23 Order through SMSAlthough the service remains essentially low-tech, with the barefoot delivery boys as the prime movers, the dabbawalas have started to embrace technology, and now allow booking for delivery through SMS. A web site, mydabbawala.com, has also been added to allow for on-line booking, in order to keep up with the times. An on-line poll on the web site ensures that customer feedback is given its place. The success of the system depends on teamwork and time management that would be the envy of a modern manager. Such is the dedication and commitment of the barely literate and barefoot delivery boys (there are only a few delivery women) who form links in the extensive delivery chain, that there is no system of documentation at all. A simple colour coding system doubles as an ID system for the destination and recipient. There are no elaborate layers of management either — just three layers. Each dabbawala is also required to contribute a minimum capital in kind, in the shape of two bicycles, a wooden crate for the tiffins, white cotton kurta-pyjamas, and the white trademark Gandhi topi (cap). The return on capital is ensured by monthly division of the earnings of each unit. -