The Indian Institute of Management (IIM) Raipur held its meet in a novel way with an interaction with two members of the Mumbai Dabbawala Association that was formed in 1890.
With a six-sigma rating and a minimal error rate, Subodh Sangle and Nitin Sawant from Nutan Tiffin Suppliers Charitable Trust and Mumbai Tiffin Box Suppliers Association had quite a story to tell. Their Mantra – Consumer is not the Raja. He is the Maharaja. The theme they always carry out while taking up the task.
Recognised World-wide for their extremely efficient operational techniques which has earned them the Six Sigma certification, the Mumbai Dabbawalas’ story was one that Raipur B-school student were keen to listen. The students clarified their queries related to the Mumbai Dabbawalas’ business model.
A statement issued by the IIM-Raipur said that Sangle and Sawant talked about the management principles such as keeping operational costs to minimum, seeking co-operation and proper coordination from the inside of the organization and at the same time keeping eyes and ears open for competition outside the organization.
They explained the flow logic of the operations--- right from collecting the lunch boxes (dabbas) to sorting them, uploading them into the trains, downloading them from the trains to the stations and finally sorting again and distributing it to the various destinations. They illustrated the unique coding system for minimisation of errors.
Apart from their unique way of operating business processes, the Mumbai Dabbawalas have certain unspoken principles like bonding and preserving the Indian family values of having lunch hot. Also unique to their method of operating is that they have zero level fuel consumption and standard prices for everyone. Sawant stressed that discipline and humility were the driving factors of their success. More importantly, for any business to be successful it is essential to be clear about what is the mission which is to be accomplished, he added.
“Customers shall not remain hungry”- this is the mission that drives the day-to-day activities of the Mumbai Dabbawalas.
