Mumbai Dabbawalas PDF
Mumbai Dabbawalas PDF
Mumbai Dabbawalas PDF
DABBAWALLAS
SIX SIGMA QUALITY WITHOUT TECHNOLOGY
Content
Introduction
Motivation
Dabbawalas as Organisation
Organisational Structure
Serving Pillars
Motivation of Dabbawalas
Organisational Attributes
Competitive Advantage
Maslows Hierarchy
Social Campaigns
Conclusion and Takeaways
References
Introduction
Who are Dabbawalas?
Inception - Started about
125 years back
Current Scenario
More than 5000
Dabbawalas
Total deliveries 400,000
every day
Cost of service - Approx
Rs. 300/- month
Introduction (contd.)
Why Dabbawalas?
People leave home early
Crowded local trains
Homely food
Six sigma quality without technology
Our Motivation
Understanding
organisational framework of
Dabbawalas which is
backbone of their high
accuracy and success.
Dabbawalas as Organisation
Organisation Structure
Structure (contd.)
Hybrid (Organic + Mechanistic)
Everyone is a share-holder
Even the president and other high ups also work
Relatively flat with 3 levels of hierarchy
The top level management also runs the trust
The mid-level employees are responsible for planning and operations
The delivery men form the backbone of the entire organisation
Serving Pillars
Organisation: A
Clockwork Design
Mumbai local train system- key to their operations
They have just 40 seconds to load the crates of dabbas
The tight schedule helps synchronize everyone and imposes
discipline
Logistic Model
Management: A Self-Organized
Democracy
Process: Simplicity,
Flexibility and Rigor
Simple Process Color Coding
Just enough information to know
where to deliver the dabba.
No full addresses
Full addresses would slow the
sorting process, increase errors
No address, no name, but the
delivery is perfect everytime
Amy Edmondson and Richard Hackman of Harvard has shown that familiarity, bonds, and
psychological safety lead to lower error rates.
Organisation take care of their employees and also helps maximise productivity and
creativity
They have a collectivistic culture - If some dabbawala is absent, the other takes up his
work without any extra charge.
Simple Mission
Self-reinforcing System
Motivation of
Dabbawalas
They believe that delivering food to office goers
is like a service to God.
Factors
Dream
Job Security
Persistence
Appreciation
Organisational
Attributes
Values
Perception
Discipline
Organisational Justice
Responsibility
Leadership
Values
They consider their work as performing Puja
No alternative to hard work
No excuses - Train running late
They dont care for recognition/certificates
Perception
Discipline
Organisational Justice
Responsibility
Leadership
Mukadams (group leaders):
Dabbawalas and
Competitors
"We are not afraid of more new hotels or food courts that may
come up in the future in the city"
- CEO Dabbawalas organisation (NMTBSA)
Maslows Hierarchy
Satisfies three layers of Maslows triangle
Physiological needs
Safety needs
Belonging needs*
Competitive Advantage
Social Campaigns
Dabbawalas to Promote Habit of Washing Hands
Before Eating.
Mumbai Dabbawalas launch a campaign to feed
street children.
Conclusion
Conclusion
With judicious adjustments to their four pillars, Dabbawalas
Takeaways
Passion
Commitment
Hard Work
Consistency
100% Execution
Accuracy
Dedication
Time Management
Complete Customer Satisfaction
References
https://hbr.org/2012/11/mumbais-models-ofservice-excellence
http://yourstory.com/2012/03/dabbawalacustomer-service-excellence-of-six-sigmaquality-withouttechnology/
http://mumbaidabbawala.in
http://www.themarkofaleader.
com/library/stories/the-dabbawala-six-sigmasharing/
Book: Dabbawalas by Shrinivas Pandit
Thank You!