dabbawala presentation

Dabbawala : On Time – Every TimeDabbawala : On Time – Every Time

Vitthal Sant Dnyaneshwar

W l T D bb l F d ti M b iWelcome To Dabbawala Foundation, Mumbai

Official Website: www.dabbawala.inOfficial E- Mail : [email protected]

How The Dabbawala System Started?y•It was the time when English were ruling the India.•New government offices , post offices , bridges etc were being constructed. N M D ld Pi H t•No MacDonald or Pizza Hut.

•A Parsi banker employed a person to bring home made food to site of workhome made food to site of work.•His colleagues too liked this idea and started availing this service.g•Slowly this evolved into the present strong Dabbawala system.

Believes of DabbawalasBelieves of Dabbawalas

•Work is worship.Ser ing people is ser ing God•Serving people is serving God.

•Annadan is Mahadan.•Marathas of Varkari sect from the remote•Marathas of Varkari sect from the remote villages round Mumbai.•The decedents of the Dabbawalas were the warriors in the army of Shivaji Maharaj. Ti i•Time is money.

•Unity is Power.

W ki f D bb lWorking of Dabbawala

•Error Rate : 1 in 16 million transactions• Education : 85% are illiterate & 15 % educated up to class 10 only.T h l i l B k Nil•Technological Backup : Nil.

•Cost of service - Rs. 350 - 500/month ($ 7 -10/month)10/month)•Standard price (Weight, Distance, Space)•“No strike” record as each one a share holder.•Earnings – average 8000 p.m. per Dabbawala.•Diwali bonus: one month’s salary.

Major Features Of Supply ChainMajor Features Of Supply Chain

•Zero % fuelZ % d h l•Zero % modern technology

•Zero % investment•99 9999% performance•99.9999% performance•100 % Customer Satisfaction•Green Organization•Green Organization•Food is taken from home or mess and is delivered at office.•Those who eat late keep 2 Dabbas.

Case StudyCase Study

How do they do it …Organi ational Str ct re

Executive Committee( b ) •Organizational Structure

•Code•Operations

(7 Members)

•Operations•War against Time(9:00 am – 12:30 pm)

Teams of 5-10-20 headed bya group leader Mukadam

(9:00 am 12:30 pm)

Individual Dabbawala’ s workload:Collect from home – 40 tiffins Delivery at office – 40 tiffins

Return empty tiffins to home 40Return empty tiffins to home – 40 tiffins

Organizational StructureOrganizational Structure

•Dabbawalas operate in group of 25 –30 headed by a group leader Mukadam

PRESIDENT

30 headed by a group leader Mukadam•In one segment there are more than one group.

VICE PRESIDENT

g p•A flat organization.•Instant decisions are taken on the spot.

GENERAL SECRETARY

TREASURER•Everyone is a share holder.•Even the president and other high ups l k

TREASURER

MEMBERS

also work.•Mini government meets every month to help guide and sort difference

MUKADAM

to help , guide and sort difference.DABBAWALA

Different Types of service in DabbawalasDifferent Types of service in Dabbawalas

•Individual Dabbawala: Who collect & deliver the Dabba at his owndeliver the Dabba at his own.

•Group Dabbawala: Who works in groupGroup Dabbawala: Who works in group with help of each other.

School Dabbawala.Community Kitchen Dabbawala.

Masjid, Jain Mandir, Parasi etcShopkeepers / Businessmen.Office Dabbawala.

l /Hotel / Mess etc.

Coding System The Main Reason Of Error free DeliveryCoding System – The Main Reason Of Error free Delivery

• Initial Coding system used colored threads to mark 7 islandsthreads to mark 7 islands.

• Sate teen gown ki Mumbai: Girgawn• Sate teen gown ki Mumbai: Girgawn, Mazgawn, Naigawn, Gavdevi

• Then utilized thrown away cotton waste from tailors.

• With increase in customer they stared with Lines Stars Circle Squarewith Lines, Stars, Circle, Square

Coding System – The Main Reason Of Error free Deliveryg y y

• Now using colour markers.A :: Code for Dabbawala/Street at residential

station.

DO :: Residential station DombivaliDO :: Residential station Dombivali.

7 :: Code for destination Station e.g. Dadar

3 :: Code for Dabbawalas at Destination3 Code o bb w s es o

HT :: Hirnandani Towers (building name)

06 :: Floor no in the building.

The Flow Logic of Distributiong

Dombivali(12) 2

1

(12)

Th

2

3 DistributionBy Carriers

Point of Aggregation

Thane(1-10)

4

5

By Carriersat lunchtimeTo offices

And Sorting

A E

Dadar(14) 7

6

C DB

A E

(14) 7C

Collection from home

Value Added Services By DabbawalasValue Added Services By Dabbawalas

•Dabbawala use to provide various value added services some of them are notadded services some of them are not known to him

Transport Specs / GogglesTransport cash on salary Feeding to School children with biscuits,

sandwich etc in case their parent failed to give tiffingive tiffin.

Relation Building

Management Learning's From DabbawalaManagement Learning s From Dabbawala

Legal Disclaimer: The management skills used in Dabbawala system are unique to it. Do Legal Disclaimer: The management skills used in Dabbawala system are unique to it. Do not try to duplicate them in your organization without fully knowing its consequences.

Dabbawalas are not responsible for any losses due to itWebsite: www.dabbawala.inWebsite: www.dabbawala.inE- Mail : [email protected]

Keep Capital Investment Bare MinimumKeep Capital Investment Bare Minimum. • Only investment is the hard work , honesty, promptness and time management.y, p p g

• Low cost offices. Very cheap hand cart.

•Easy to maintain cycles – Fuel is free air -(God given fuel).

• Use public space for sorting.

•No IT or HR department.

Keep operational costs as low as possibleKeep operational costs as low as possible.• Dabbawalas use cycle , hand cart , local t i ll l ttrains – all low cost.

•No big offices to maintain•No big offices to maintain.

•No IT budget No miscellaneous expensesNo IT budget. No miscellaneous expenses.

•No Ad budget – word of mouth publicity.g p y

•Average monthly service cost Rs. 250/- ( USD $ 5 ).

Just Serve Your Customer – Nothing ElseJust Serve Your Customer Nothing Else.•Dabbawalas always deliver food on time -even during heavy rains.g y

•On time without wearing a watch.

•They do not try to impress or bothercustomers with unsolicited offers.

B th i t ith li it d•Bothering customers with unsolicited offers forces them to discontinue even existing services.g

Customer is Not The Raja – But MaharajaCustomer is Not The Raja But Maharaja. • England king Prince Charles requested to met Dabbawalas on 4-Nov-2003.et abbawa as o Nov 003.

• He was told to come to Church Gate station and meet Dabbawalas.•So that the delivery of Dabbas to clients is not ff t daffected.

• He spent around 20 minutes with DabbawalasDabbawalas.

• Virgin group chairman, Richards Branson , g g p , ,traveled with Dabbawalas and delivered Dabba to his own employees.

Complexity Opposes ComplianceComplexity Opposes Compliance. •Initial Coding system used colouredthreads to mark 7 islands.

•Then utilized thrown away cotton waste from tailors.

•Now using colour markers. No buzz words. Every thing is simple.

•Keep procedures simple.

•Employees do not follow rules that are impractical.

Never Deviate From Your Core CompetencyNever Deviate From Your Core Competency.• Dabbawalas are only in the business of delivering home made food to officedelivering home made food to office.

•Efforts to sell FMCG and other productsEfforts to sell FMCG and other products through Dabbawala system failed.

•Be – “Master of one trade rather than jack of all”.

•If required, develop product & services around core competencyaround core competency.

Do Not Be Over Dependent On TechnologyDo Not Be Over Dependent On Technology. • For 120 years , Dabbawalas did not touch technology - yet got six sigma and ISOtechnology - yet got six sigma and ISO.

•Today mobile phones are used toToday mobile phones are used to communicate .

•Website used to get in touch with customers & give information.

•But logistics is still manual.

Flat Organization – Fast Decision MakingFlat Organization Fast Decision Making.•Dabbawalas operate in group of 25 – 30 , headed by a group leader., y g p

•Everyone is a share holder.

•No fear of boss.

•Instant decisions are taken on the spot ith t f litiwithout any formalities.

•Mini government to guide help and sort•Mini government to guide ,help and sort differences.

Co-operation Inside – Competition OutsideCo operation Inside Competition Outside.•There are 2-3 Dabbawala groups in each segment.g

•Dabba collection is group- wise but transportation is shared with other groups. Competition is only up to collection.

• Profit is shared equally within each group after deducting expenses.after deducting expenses.

•World’s most democratic organization?g

Keep Extras For Fault ToleranceKeep Extras For Fault Tolerance.•For every 20 Dabbawala there is one extra Dabbawala – like cricket team.

•Extras still do the work and take more jobs when someone is absent.

•Extras also get paid equally among the group.

•Without extras, services will affect in case of exigencies -maligning reputation.g g g p

Commitment Matters – Qualification Doesn’tCommitment Matters Qualification Doesn t.• About 85% of Dabbawalas are illiterate - “Thumps Up”illiterate - Thumps Up .

•15% are class 8 failed.15% are class 8 failed.

•Still they are able to offer world class yservices as they are committed to offer food to customer on time.

•If commitment is there , then qualification can be builtqualification can be built.

Know The Implication Of FailureKnow The Implication Of Failure.•If food is not delivered on time then customer will be angry and work will g ysuffer.

• Problem with boss & wife.

•If vegetarian gets non-veg Dabba , then big problem.

•Knowing the implication of failure makes you more responsible and serious y ptowards your work.

Build Your Services Around Existing InfrastructureBuild Your Services Around Existing Infrastructure.•Dabbawalas use reliable , fast , efficient and cheap existing local trains for transportation.p g p

•Many food companies in Mumbai use their own Infrastructure which is tough to maintain and costly as well.

•3 sigma's , out of 6 sigma's that Dabbawalas got should be given to local trains system.got should be given to local trains system.

•Building new infrastructure increases cost to gserve.

Abandon Bad CustomersAbandon Bad Customers.•When Dabbawala knocks the door , the Dabba should be ready.y

• If not – then for 2 -3 days, the time is given to adjust. After that , the services are stopped as it affects the services to other customers during war timeduring war time.

•Wives fear Dabbawala more than theirWives fear Dabbawala more than their husbands.

•Bad customers affect your operations and profitability from existing customers.

Strike Means Suicide - Labor Means LifeStrike Means Suicide Labor Means Life.•Dabbawalas have never gone on strike since inception – for 116 years!p y

•Even if the customers do not give yearly bonus , they still serve them right. A world record for no strike?

•In Mumbai , hundreds of mills were closed due to political interference and strikes.due to political interference and strikes. Everyone got ruined due to closure of mills –workers as well as mill owners.

•Always sort out differences amicably.

Penalize Employees For Non CompliancePenalize Employees For Non Compliance.•Dabbawalas are penalized for Not wearing Gandhi Topi , not pre-informing leave and p , p gMisbehaving with customers.

•After giving a few warnings , if Dabbawala does not change then he is expelled from the systemsystem.

•Discipline is one of the main reasons ofDiscipline is one of the main reasons of Dabbawala success.

•If Not penalized for non compliance -then what are the rules for?

Keep Your Employees Emotionally UnitedKeep Your Employees Emotionally United.•Dabbawalas are Marathas from Varkari sect & are from remote villages around gMumbai.

•Meet every month to sort out issues and differences. Take their lunch & sing togethertogether

•Same language - same traditions – sameSame language same traditions same social status.•If employees are emotionally united then they will support the company in case of tough days.

High Salary Alone Can Not Retain EmployeesHigh Salary Alone Can Not Retain Employees.•The average monthly salary of a Dabbawala is only Rs. 8000/- ( About USD $100).y ( )

• Still employee attrition is very less , well almost 0 %.

•Most of the Dabbawalas are third generation decedents.

•Some work up to 85 years of age!

•Retained because of respect , healthy relations ,ownership & no fear of boss.

Be Humble And Do Not Boast Your SuccessBe Humble And Do Not Boast Your Success.• Dabbawalas never boast about their achievementsachievements..

•Attribute their success to customers.Attribute their success to customers.

•Humbly seek support from society - Media y pp ySavvy.

•So never come under the bad eyes of customers or media.

Multiskill – Multitask – MultiprofitMultiskill Multitask Multiprofit•Dabbawala Handles activity like collection, sorting, transportation, Finance, Customer g, p , ,care Etc .

•Train employee to handle multiple task / activity

•Good documentation will help,

•This will ensure smooth operation in case of absence of employeep y

Accept bad before it getting worseAccept bad before it getting worse.•Most of the customer do not pay bonus yet we do not force them for bonus and still serve them

•We need to foresee the worse and accept the bad

•Otherwise we will loose even what we have

•Protect what you have and then try to get more.

Do not employ over qualified StaffDo not employ over qualified Staff•Dabbawalas are not as qualified as the job demands.

•Employ the staff with exactly same qualification as required , If possible employ staff with less qualification in same domain

•Overqualified staff will have superiority complex and will be less motivated. if youcomplex and will be less motivated. if you employ over qualified staff he will always go on to naukri.com & surf for new job instead

f t ti t j bof concentrating on current job•Under qualification is motivation.

People above processPeople above process.•There is no written process in Dabbawala system to code, collect, sort, transport and y , , , pdeliver the Dabba.

•Still the Dabbas are delivered at right time and to the right person

•It impossible to make full proof process.

•Its people who run the organization not processp

The power of persistenceThe power of persistence.•Dabbawala creates a magic today because of doing the same excellent job for past more g j pthan 120 years.

•If you consistently follow and pursue just one single job you will be successful in long runrun

•Think about Sachin Tendulkar, LataThink about Sachin Tendulkar, Lata Mangeshkar, Amitabh Bacchan

•Ek Sadhe sab Sadhey.

Make your employee shareholderMake your employee shareholder.•Dabbawalas do their work with full dedication, commitment and hard work even ,without being monitored since everyone is shareholder.

•Make all your employee share holder in your companycompany

•At least key employees should be shareAt least key employees should be share holders.

•If not possible then salary should be linked to performance of company.

Smile on the face of customer is the biggest certificateSmile on the face of customer is the biggest certificate.•Dabbawalas are well for their service of excellent

•Get to know the problems faced by the customers and provide them solution.

•If you focus on customer satisfaction then the certificates will automatically comes to you.you.

Value Added ServicesValue Added Services •Provide value added services without disturbing your main business.g y

•Dabbawala transfer cash

•Dabbawala transfer specs, goggle, pen etc

•Relation building mornings angry man now h t f i ti k thungry man transfer movie tickets

Work Force Just In TimeWork Force Just In Time

•There is always one or two extra in each group of Dabbawala.

•Who works in in absence of anyone.

•Instead of Assigning everyone a single job , assign some people no jobassign some people no job.

•So they flexible to deploy as & when needed.


• Dabbawala Handles all activity like collection, sorting, transportation, Finance, Customer care etcg, p , ,

•Train employee for multi tasking.

•One workforce should train on the skill of another workforceanother workforce.

•With small amount of training & guidance prepared workforce to work on different function based on changing demands.


•Dabbawalas are flexible & ready to work any part of organization.p g

•Who works in different area in case of failure, babsence .

•Worker in any part of organization may moveWorker in any part of organization may move into other part of organization.

•So they flexible to deploy as & when needed.


•Dabbawalas has divided there work within group i.e. one Dabbawala use to collect Dabba, one used ,to transfer & another used to deliver the same etc.

H b i illi l h bl hi•Hence being illiterate also they able to achieve such a success, since they got small target for individual .

•Big & challenging job break into smaller & discrete project workdiscrete project work.

•So organization should not required highly g q g yqualified staff to perform life-size project.


•Dabbawalas works in group of 10-20 people if one group is overloaded then workload used to g pshare by another group.

All k i ll l•All group work in parallel manner.

•Workforce in one organization can be loaned toWorkforce in one organization can be loaned to another organization.

•So organization should run eternally.

Various Wings of Dabbawala in Mumbai g

Dabbawala Foundation.

Mumbai Jevan Dabbe Vahtuk Mandal.

Nutan Mumbai Tiffin Box Suppliers Charitable trust.

Ghatkopar Jevan Dabbe Vahtuk Mandal.

Vithhal Rakhumai Jevan Dabbe Vahtuk Mandal.

S t D h J D bb V ht k M d lSant Dnyaneshwar Jevan Dabbe Vahtuk Mandal.

Activity Undertaking by Dabbawala Foundation

Abhishek Dinkar EkalVice President

Dabbawala Foundation – Mumbai , INDIA

Official Website: www.dabbawala.in

Official E- Mail : [email protected]© Copyright 2012 – Dabbawala Foundation: No part of the presentation can be used without prior written permission.

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