Case study on Mumbai Dabbawalas. 1. Learnings 2. Multi Level Coding 3. Inter Team/ Intra Team Process 4. Changes in working

1. The Dabbawalas of Mumbai A Case Study

2. The Learning from the Dabbawalas case: The recruitment of dabbawalas is a matter of Trust and Loyalty. There is no formal documentation or training in place There is a system of Workers, Contractors, and Committee Members in place to handle the entire Organization. Contractors are responsible for the Mumbai Tiffinbox Carriers Association Goals remain specific and constant for a single Dabbawala, whereby ensuring a smooth coordination mechanism Supply chain logistics are efficient

3. The Learning from the Dabbawalas case: Time Management Customer Relationship Management Customer satisfaction Cost Effectiveness Multi Level Coding (Explanation Contd..)

4. The Multi Level Coding System VLP 3 9 EX 12 E VLP : Vile Parle (suburb in Mumbai) 9EX12 : Code for Dabbawalas at Destination EX : Express Towers (building name) 12 : Floor no. E : Code for Dabbawala at residential station 3 : Code for destination Station eg. Churchgate Station (Nariman Point) Anu

5. Team: EXECUTIVE COMMITTEE (11 MEMBERS) TEAMS OF 20-25 HEADED BY A GROUP LEADER INDIVIDUAL DABBAWALAS Workload = 30 Tiffins

6. Inter-team Processes: The first dabbawalla picks up the dabba from a home and takes it to the nearest railway station. The second dabbawalla sorts out the dabbas at the railway station according to destination and puts them in the luggage carriage. The third one travels with the dabbas to the railway stations nearest to the destinations. The fourth one picks up dabbas from the railway station and drops them to each individuals office. The process is reversed in the evenings with each dabba completing a distance of 60 - 70 kms and changing hands 8 times! Customers pay about Rs. 300 for this service

7. How have the Dabbawalas responded to the changing context of life of Mumbaikars? Initial coding system used colored threads, Now they use colored markers thus making understanding easy. Mobile Phones are used to Communicate with customers - mostly incoming calls Website and SMS -To get more customers and to give information on the go! More and more Mumbaikars are using this low cost highly effective tiffin delivery service.

9. Karan - Contractor

10. Sudhakar – Committee Worker

11. Jaideep – Committee Worker

12. Sudeep - Dabbawala

13. Kiran - Dabbawala

14. Aditya - Dabbawala