Six sigma and mumbai dabbawala. 1. WELCOME TO SIX SIGMA PRESENTATION; 2. PRESENTED BYSandeep ManeAnkitSonam. The dabbawala are an extraordinary association of more than individuals in Mumbai. “Dabba” simply signifies “lunch box”; “walla” implies. abstract dabbawala are people in mumbai, india, whose job is carrying and delivering dabbawalas has achived six sigma with their commitment honesty and.

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An adapted version of the speech is presented here. The food is cooked at home.

They [dabbawalas] will simply deliver it from your home to your workplace before lunch time and deliver the empty tiffin box back in the evening at your home as well. Why would you want dabbawala to carry your tiffin? There are two reasons. One is that the Mumbai local trains have lines extending km and two, they are sigmz. If you have to reach office at 9, you must start at 6. So, for these two reasons, Dabbawala has been in the business [of carrying your home food to your office] for the last years.

Some months back, some corporate people sent me an email. What are the takeaways from your session? These qualities are there in every dabbawala, in all of them. These are in-built qualities that everybody can have. I think entrepreneurs must possess these qualities. The belief is that customer may be Sig,a but he is also God. There is no alternative to sitma and importance of human values.

If these principles are followed, you will be unbeatable. Dabbawalas feel that their customer is their Lord Vitthala. Dabawala was started in by one Mr. Inthere was one dabbawala and one customer, and now, there are dabbawalas and sgima, customers, which means, one dabbawala carries approximately 40 tiffins. The maximum siix comes to kg; carrying that dabbaala weight in the crowded local trains is a lot of hard work.

Why do they do it then? And, as far as qualification is concerned, you will see that the average literacy rate is 8 th grade schooling; which means the dabbawalas are illiterate and yet they have managed to achieve a Six Sigma quality rating, which means only one wrong service in a 6 million deliveries. Ownership is a feeling that an employee has to instill in oneself, and unless you get that feeling of ownership you cannot work excellently. In years, it has never happened that a dabbawala has failed to deliver.

The dabbawala knows the consequences of going late. So he always goes on time. In a lot of institutes, I have found that there are a number of dabbawalaa, a number of professors, who always come late because, according to me, they decide to go late. Time is very important and it is possible to be punctual if you have a strong structure. Let me speak about mukadal group leaders. A group has 10, 20, or 25 dabbawallas, depending on the density of customers in your area, and their in-charge is the group leader.


The responsibility to keep the dabbawalas and the customers happy is on the group leader. I will tell you an instance of how one dabbawala performs duty in one day. He collects 40 tiffins from a particular area and drops dababwala in the Vile Parle railway station because his customer is from Vile Parle. His second job is to collect tiffins from his group leader and deliver them to Dadar. His third job is to deliver 30 tiffins to Chavani Road, and in the fourth job from Chavani Road, he delivers 30 tiffins to Churchgate.

His fifth job is to go from Church Gate to isgma 30 tiffins to NarimanPoint. Finally, in his sixth job, he delivers 30 tiffins dabawala Express Tower to the customers before lunch time and after lunch, sgima will reroute back to his original area and deliver the same tiffins from where he had collected them. They are zigma that that one error has occurred. Twelve years ago, some people from Delhi came to Dabbawala and said they want to do research on Dabbawala; they prepared a project and went back to Delhi.

They called after 3 months and informed Dabbawala about Six Sigma. They told Dabbawala it was a dahbawala honour so Dabbawala asked them to send it across. They were told to go to Delhi and collect it. Sixteen dabbawalas went to Delhi to collect dabbawzla Six Sigma certification. It is a big achievement especially without the use of technology. Technology is useless for them for delivery. And after all this, they charge only rupees per month for delivery. So, I asked one dabbawala why they charge so less.

He said his customers are poor. Eix asked him how much he earns; he said Rs or Rs a month. If they want more income, they work extra. Dabbawala then gave me an example of a teacher, who earns only Rs per month as a government rule. Their second question is about the package. I say 20 lakhs. They would have decided based solely on the package.

Industry people taught me two words: Every 15 days they have a meeting. I asked one customer, what he thinks about the dabbawalas. If you do services consistently and with discipline, then the customer, at some point of time, will believe that you are God. In one day, one dabbawala handles tiffins.

Mumbai Dabbawala: Customer Service Excellence of Six Sigma QualityWithout Technology

The dabbawalas use bicycles. Another thing is the coding system; about years ago, they were using colour codes. Then when Mumbai grew and the number of customers increased, they started using alphabets; A for Andheri, B for Bandra, etc.

And today, they write a proper code with details of the source, destination and all the dabbawalas involved in that particular delivery. When this tiffin is coded and then washed, sometimes the coding becomes unclear, so the ssix takes colour out of his pocket and overwrites the code.


Due to the overcrowded Mumbai local trains, some people enter the luggage department, and when they do, the tiffins stick to their heads.

Dabbawala – Wikipedia

They use carts for longer distances. In running local trains, they sort the tiffins to save time. You must work with the situation. For example, they lost some income and customers because of some instances. Incustomers stopped taking food.

In40, meal workers went on strike. A lot of people lost their lives. Dabbawalas have dabbawaala through all this and come danbawala shining. They have been featured on multiple channels and have been awarded multiple awards. These 50 Indians have influenced Mumbai: Somebody took a survey in Mumbai about the likes of people, and Dabbawala was one of them. I am not a Dabbawala. I have done a Ph. But, two days into the research, I was taken aback by the passion of these people.

I decided to do the research whether or not I complete my Ph. Prince Charles came to Mumbai in Six months before sxi visit, Mr. Jeetendra Jain, in the British Council of India, contacted dabbawala to arrange a visit. Second, Prince Charle must go to Dabbawala himself. Prince Charles accepted these conditions. Richard Branson came to Mumbai.

He wanted a photo with Dabbawala to put it up in his office in London to send a message to his employees to work like Dabbawalas. There was an inauguration of a book written by Shobha Bondre. This was inaugurated by the then Chief Minister of Maharashtra, Mr.

The chief minister said that for every program he goes an hour late but for a dabbawala program he came 5 minutes early because he was scared that if he came late the Dabbawalas will go away. I feel very proud to have written a book called Masters of Supply Chain Management on the dabbawalas.

In London, I delivered a speech. There were executives from all over the world. Because I was Indian, they displayed saris all over the auditorium to show the impact of Indian culture on them. I was asked dabbawalz question, suppose my customer was on the moon, how will the Dabbawalas deliver the tiffin? When Prince Charles got married, only three Indians were invited, out of which, two were Dabbawalas.

When it was the 26 th of July, we were flooded with water. Prince Charles called Dabbawala and said that he and his country are with them. I wanted the Dabbawalas to learn computers and English.

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