Mumbai Dabbawala: Customer Service Excellence of Six Sigma.
Here’s how the Dabbawalas of Mumbai Work? 1. As the work day begin (typically around 9), the Dabbawala reports for work at his appointed station. 2. Next, the dabbawala picks up lunchboxes from the maker’s house. The makers keep the meals ready fo.
Dabbawalas wait with tiffin tins on the platform at Mumbai’s Santacruz station. They rely on trains, bicycles, carts and motorbikes to make their deliveries across the congested city.
The station was built at the southern tip of the city to service Mumbai’s busy port. Passengers arrived off the boat and were transported into the Indian interior by rail. Being at the centre of the rail network, connecting the whole of India to the rest of the world, turning Mumbai into the economic powerhouse it is today. These trains are the essential lifelines of Mumbai. Without them.
The dabbawalas (also spelled dabbawallas or dabbawallahs, called tiffin wallahs in older sources) constitute a lunchbox delivery and return system that delivers hot lunches from homes and restaurants to people at work in India, especially in Mumbai. The lunchboxes are picked up in the late morning, delivered predominantly using bicycles and railway trains, and returned empty in the.
The Dabbawalas who provide a lunch delivery service in Mumbai have been in the business for over 100 years. In 1998, Forbes Global magazine conducted an analysis and gave them a Six Sigma rating of efficiency. The case examines how the Dabbawalas operate. It describes their delivery process and coding system and how they work as one team to achieve a common goal.
The lesson learnt from this case study is that the each urban logistics system will have to continuously evolve over a period of time to develop customized services that best fits to its customer requirements and city profile within the constraints of available resources. The logistical pattern is such that the origins are dispersed over a large area while destinations are concentrated over a.
Some are also customers of the service Document1 61 Suppliers of the filled tiffin boxes i. The uniform 41 wearing dabbawalas are a common site to see during working days in Mumbai city and have become a symbol of the megapolis. Within the Mumbai area both railways carry a combination of suburban, long distance and freight traffic. Add this document to saved. In Bombay, Mahadeo Havaji Bachche.