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
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