Mumbai Dabbawala operations and service excellence Management secrets from Mumbai Dabbawalas

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Hi • In this video we have explained Mumbai dabbawala operations excellence and how they operate with accuracy of 99.9996% . There are some management secrets also which we can learn and apply in our professional life too ! • Mumbai’s dabbawalas came into existence backed by the simple belief that home-cooked food cannot be replaced by any other food option whether it is eating outside or eating in office cafeteria. The story goes that, about 130 years ago, a Parsi banker arranged for home-cooked food to be delivered at his office at lunchtime every day by a person . • Mahadeo Havaji Bachche, a migrant from Maval, recognised the business opportunity in the service presented. He began work in the Fort district, carrying hot food from homes to government offices on foot (the suburban railway — the lifeline for the dabbawalas today — was developed much later). He roped in others and soon the food deliverers came to be known as dabbawalas as they delivered food in dabbas (round, tiered steel containers). In 1956, a charitable trust, Nutan Mumbai Tiffin Box Suppliers Trust was registered. In 1968, the trust’s commercial arm, Mumbai Tiffin Box Suppliers Association (MTBSA), came into existence. • Dabbawalas work with a unified mission which is - Serving food is like serving god . • After the ambulance and the police car, the dabbawala is probably the only entity for whom the public and even the traffic police make way on Mumbai roads. His code of ethics is strict — nothing and no one can prevent the delivery of food on time to a customer. • After collecting all the dabbas in his area in the morning, dabbawala ferries them to the station, where they are marked and sorted according to their destinations. The coding system used for marking, which a new recruits needs five-six months to master, denotes the pick-up area, destination, building and floor. All four are represented through abbreviations, colours, numbers and symbols, respectively. At the destination, the tiffin boxes are sorted and grouped again according to the specific area codes, and then delivered. • The same exercise is repeated in the evening when empty tiffin boxes are collected and returned to the houses. Thus, a single dabba will pass through the hands of 12 dabbawalas. What is even more astonishing is the speed, accuracy and efficiency with which these men operate — at pick up and drop off stations, they get just 20-30 seconds to load or unload entire crates of 30-35 dabbas each, while taking care of their own footing and balance among the crowds. • Today, over 5,000 dabbawalas work various routes in Mumbai, delivering roughly 2,00,000 lunches (4,00,000 touch points) every day. • Prince Charles, Richard Branson, executives from organizations such as Amazon and FedEx and management school students have spent time studying the secret of their success. • There are 5 important management lessons which can be learnt : • 1. Flat structure • 2. Focus where you are the best • 3. Use of visuals and standardization • 4. Efficient process • 5. Unified mission • Dabbawala has been recognized at the six sigma level by Forbes • I hope you will enjoy the video • • 🔔 Subscribe to grow professionally and financially: / @conceptsworld • 🔀 Recommended playlist : • Sales and marketing concepts with applications • • 5 techniques used by Successful Sales... • Finance concepts and applications • • How to read your credit report : Impr... • Career Growth • • How to prepare for any interview | Ti... • Leadership and Soft skills • • How to deal with difficult people : 3... • Case studies on important topics with explanations • • What is Vi : Vi क्या है | Vodafone Id... • Technology concepts and applications • • How to choose a Laptop | Buying Guide... • We are a couple of corporate professionals, with 20+ years of experience in Strategy , Finance Marketing. We realize the importance of continuous self learning in this dynamic world, where we are competing against so many of our colleagues in trying to stand out of the crowd and be successful. • Through this digital medium, we are channeling our experience into creating content that will help you grow professionally financially. We focus on one concept at a time and explain it's practical applications. • So, whether you are a management student, salaried employee, business-person or an entrepreneur, you will find our content relevant. • Concepts world #conceptsworld • Images used are for reference and education purpose only and we claim no ownership on them

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