Shree Para College of Business Administration AN ASSIGNMENT OF THE• Submitted To: Mr. Palkesh Prajapati • Submitted By: 1) Shiyani Bhargav (43) 2) Rudva jigar (39) 3) Raygar vikram (38) Introduction of Bombay`s Dabbawalas A dabbawala (one who carries the box ,see etymology ),sometimes spelled dabbawalla or dabbawallah ,is a person in the Indian city of Mumbai whose job is to carry and deliver freshly made food from home in lunch boxes to office workers. 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.e. 99.9999% of deliveries are made without error, he is at CMMI level 6).though the work sounds simple, it is actually Mumbai ' sulture. The dabbawala originated when India was under british rule: many Indian people who worked in british companies disliked the british food served by the companies , co a service was set up to bring lunch to them in their workplace straight from their home. Nowadays, Indian businessmen are the main customers for the dabbawalas and the service often includes cooking as well as delivery. 1 History of Bombay’s Dabbawalas: We are successor of the great worriers “Mawle”, who were associated with the Nobal king Chhatrapati Shivaji Maharaj, the founder of Maratha Empire. They starved to protect people from brutality of the rulers. We are starving to feed our people on time. We carry tiffin (Lunch box) from the home of customer and carry it to their work place of work. Bombay`s dabbawala`s Started in 1890. Bombay`s dabbawala`s Charitable trust: Registered in 1956. Avg. Literacy Rate: 8th Grade Schooling. Bombay`s dabbawala`s Total area coverage: 60 Kms to 70 Kms. Bombay`s dabbawala`s Employee Strength: 5000. Bombay`s dabbawala`s deliverys Number of Tiffin's: 2,00,000 Tiffin Boxes i.e 4,00,000 transactions every day. • Bombay`s dabbawala`s deliverys Time taken: 3 hrs • • • • • • 2 Bombay`s Dabbawalas Delivery System. • Their mission is to serve their customers -- who are mainly office goers -- by delivering their lunch boxes at their doorstep on time. They have 5,000 people on their payroll to ensure the prompt delivery of lunchboxes within Mumbai; these 'delivery boys' travel by local trains and use bicycles or walk to reach every nook and corner of Mumbai. • The lunch boxes are delivered exactly at 12.30 pm. Later, the empty boxes are collected and taken back to the homes, catering services or hotels before 5 pm. • In fact, the next time you forget to strap on your watch before leaving for office, don't be surprised to find it in the lunchbox container brought by the dabbawalla from your home! On an average, every tiffin box changes hands four times and travels 6070 kilometres in its journey to reach its eventual destination. • 3 How they work......... We work as work is workship. Our motto is 100% customer satisfaction. With no error. Our logistics and supply chain system is top in the world. With SIX SIGMA rating. • • We work on central, western and harbour raily lines. • We care for the health of our customer by providing home cooked food prepared by their loved one. • The first dabbawalla picks up the tiffin from 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 of at the offices. The process is reversed in the evenings. • • • • • Error Rate: 1 in 16 million transactions. Six Sigma performances (99.999999). Technological Backup: Nil. Cost of service - Rs. 300/month ($ 6.00/month). Standard price for all (Weight, Distance, Space). 4 • • Rs. 36 Cr. Turnover approx. [6000*12*5000=360000000 i.e Rs. 36 crore p.a.] “No strike” records as each one a share holder. Earnings -5000 to 6000 p.m. • • Diwali bonus: one month's from customers. 1) Zero % investment , 2) Zero % Disputes, 3) Zero % fuel , Zero % modern technology. 4) 100 % Customer Satisfaction , 99.9999% performance 5 Bombay`s Dabbawalas works Disciplines • No Alcohol Drinking during business hours. • Wearing White Cap during business hours. • Carry Identity Cards. v 6 Bombay’s Dabbawalas Delivery time table • 10:34-11:20 am this time period is actually the journey time. The dabbawalas load the wooden crates filled with Tiffin’s into the luggage or goods compartment in the train. Generally, they choose to occupy the last compartment of the train. • 11:20-12:30 pm At this stage, the unloading takes place at the destination station rearrangement of Tiffin’s takes place as per the destination area and destination building. • In particular areas with high density of customers, a special srate is dedicated to the area. This crate carries 150 Tiffin’s and is driven by 3-4 dabbawalas! • 1:15-2:00 pm Here on begins the collection process where the dabbawalas have to pick up the Tiffin’s from the offices where they had delivered almost an hour ago. • • RETURN JOURNEY: 2:00-2:30 pm The group members meet for the segregation as per the destination suburb. • 2:48-3:30 pm The return journey by train where the group finally meets up after the day’s routine of dispatching and collecting from various destination offices usually , since it is more of a pleasant journey compared to the earlier part of the day , the dabbawalas lighten up the moment with merry making, joking around and singing. • 3:30-4:00 pm this is the stage where the final sorting and dispatch takes place. The group meets up at origin station and they finally sort out the Tiffin’s as per the origin area. 7 Bombay’s Dabbawalas Delivery area code list 8 Bombay’s Dabbawalas coding system Explain this coding system. • “ E “ area collected from within ville parle (E means hunuman road ) • “ VLP “ origin raliway station ( VLP means vileparle station) • “ 9 “ Area to be deliverd within church gate zone (9 means nariman point ) • “ EX “ building to be delivered within nariman point (EX means buliding name ) • “ 12 “ floor delivery in th building (although 12floors dabbas dileverd.they total dabbas deliverd ground floor ) • “ 3 “ destination railway station (3 means churchgate station ) • “ D souza “ name of the persone of that dabba dileverd 9 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 E-Mail us at [email_address] 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. • 10 SWOT Analysis of Bombay’s Dabbawala’s Strengths • Simplicity in organization with innovative service. • Coordination, team spirit, & time management. • Low operation cost. • Customer satisfaction. • Low attrition rate. • Teamwork, Discipline & Honesty. • Time Management Ownership & Pride in the work Customer Satisfaction. • Low Operational Cost, Process Consistency Service Delivery of Sig Sixma Standard Service. • Commitment [No strike since inception] Satisfaction of Team Members. • Fool proof delivery model thru color coding Financial independence for the small group of dabbawalas Just in Time Approach 0 % dependence upon. • Fuel in last mile Service Delivery Technology related Process Complexities Investment Documentation Service Quality – of Six Sigma Standard. 11 Bombay’s Dabbawalas Weakness • high dependability on local trains. • Funds for the association. • Limited access to education. • Highly dependent upon Mumbai Local Train Service Limited access to education limits. • diversification of Members to other business / jobs Limited fund flow the association limits. • the governing body to implement welfare schemes Service highly dependent upon Mumbai Local, Limited Fund for Welfare Schemes 12 Bombay’s dabbawalas Opportunity • • • • Wide range publicity. Operational cost is low. Catering. Tie up with Caterers to serve variety of Meals i.e. Diet food, Chinese/Continental Food, Food for Fasting. Opportunity of expansion of service on the routes of Mumbai Metro & BRTS Generating Revenue by Promotion of other Brands Diversification by offering miscellaneous services like Courier, Rail/Bus Ticketing etc. • Expanding Network in other cities Booking of Service thru internet & SMS Recently started – needs to be popularized Opportunity of expansion in line with Mumbai Metro & BRTS • 13 Bombay’s dabbawalas Threat • Indirect competition is being faced from caterers. • Indirect threat from fast foods and hotels. • Change in timings. • Company transportation. • Ticket restaurant. • Threats from fast food joints & small restaurants Flexi-timing / Work from Home Culture Food Courts at Malls / Mega Structures. • Catering Services offering Tiffin Services Paper Food Vouchers & Smart Cards i.e. Food Plus by HDFC Home Food – The USP of Dabbawalas nullifies the Threat 14 Reference for this assignment www.google.com www.yahoo.com www.bombay`s dabbawalas.com Photos of dabbawalas History of dabbawalas And special thanks to Mr Palkesh Prajapati Th ank you