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Copy of The Amazing Mumbai Dabbawalas

TBS930 - Operations Management
by

sagarst tanna

on 3 September 2012

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Transcript of Copy of The Amazing Mumbai Dabbawalas

Mumbai Dabbawala About:
120 year old organization
5000 semi literate employees
200,000 customers
Operates in a chaotic city with
population of 20,000,000
Covers60-70kms; on foot,
bicycle,trains.
No technology; no sophisticated
logistics
400,000 transactions everyday.
100% customer satisfaction. Six Sigma efficiency rating of 99.999999 by Forbes Group ; the Dabbawalas made one error in six million transactions.

Total turnover of INR720,000,000

ISO 9001:2000 by "The Joint Accreditation System Of Australia And New Zealand” – JASANZ.

Outstanding Service Organization Award By NIQR.

The most sophisticated supply chain and demand management phenomena- as recognized by the Harvard's Business School. 09:30 AM - 10:30 AM 10:34AM - 11:20AM 11:20AM - 12:30PM 12:30PM - 13:00PM 13:15- 14:30PM 14:48- 15:30PM 15:30 - 16:00PM CODING SYSTEM- ERROR FREE Organizational Structure

Coding

Operations

Time Management 1.Build your organization around people

2.Commitment and attitude

3.Give employees a sense of purpose

4.Stay true to your core purpose

5.Recruit carefully

6.Don't be too lean,build in buffers

7.Encourage self discipline

8.Create a sense of ownership

9.Maintain a flat organization

10.Abandon bad customers 10 Management Lessons WHY ARE THEY SUCCESSFUL ??!! MISSION To deliver freshly made food
from home in lunch boxes to
office workers on time. STRATEGY Differentiation

Cost Leadership

Quick response QUALITY MANAGEMENT Organizational Practices

Quality principles

Employee fulfillment

Customer satisfaction Presented By Group:9
Poonam Advani
Samiksha Gidwani
Girija Banvait
Sagar Tanna
Jigar Kotak
Arvind Yadav Prof. Miral Pandya Presented TO: Mumbai Dabbawala They are called..


Shivaji Maharaj’s soldiers – “Deccan Mavle”

The Annadatta’s

The Dabbawalla’s Their Principles..
Shakti aur bhakti
Work is Worship
Manav seva me bhagwan seva milti hai
Union is strength
I trust man only coz I trust in god Use of technology NO SELF- BRANDING EXERCISES
HIGH STANDARD OF CUSTOMER SERVICE
TRAINING JUNIOR DABBAWALAS
MARKETING PAMPHLETS ON THE “DABBA”
e-MAIL AND SMS MARKETING STRATEGIES ERROR RATE : 1 IN 6 MILLION TRANSACTIONS
PERFORMANCE SIX SIGMA (99.99999)
TECHNOLOGICAL BACKUP : NIL
COST OF SERVICE : RS. 300/MONTH
RS. 36 CR. TURNOVER APPROX.
NO STRIKE RECORD
EARNINGS: Rs.5000-6000 P.M FACTS ONE WHITE COTTON KURTA PYJAMA BICYCLES A WOODEN CRATE ONE GANDHI TOPI (TRADE MARK) INVESTMENT 0 % fuel
0 % investment
0 % modern technology
0 % disputes
100 % customer satisfaction Some Fascinating Features Work System
STRENGTHS
Commitment, sincerity, punctuality and coordination among team members.
High level of logistics management.

WEAKNESSES
No proper use of technology and more dependent on man power
Lack of sufficient funds.
Education standards of the employees

OPPORTUNITIES
Well structured railway facility helping in cost cutting.
Great demand for them as Mumbai is metropolitan city and financial capital of the country .

THREATS
Great competition from the outlets like pizza hut, sub way, KFC etc.,
Change in preferences of people from home food to outside food.
Mumbai is prone to floods which disturb the delivery of boxes. SWOT ANALYSIS Processes involved are sorting, loading,unloading.

Logistics systems involves 25kms of public transport, 10kms foot work.

Key to success is effective use of rail network. SECRET OF SUCCESS! Environmental:
Maximizing the use of renewable resources basically being a eco-efficient process.

Social:
Employee development through mentorship and trust.

Governance:
Strong ethical decisions.
eg: Firing irresponsible employees immediately. Success of sustainable development THANK YOU !
Full transcript