Post on 25-Dec-2014
description
Mumbai Dabbawala
Services Marketing
Introduction
• Dabbawala is a tiffin delivery system.• Started in 1890 by Mahadeo Havaji Bacche.• In 1954 Nutan Mumbai Tiffin Box Suppliers
Charity Trust was formed.• They deliver tiffin box (Dabba) to around 2lac
people and students everyday.• In 1998 Forbes Global Magazine gave it a Six
Sigma Rating.
Six Sigma
• Six Sigma is efficiency standard developed by Motorola.
• Company should not have more than 3.4 defects per 1 mn i.e: 0.00034%.
• Dabbawala’s were having accuracy rate of 99.99999%. i.e 1 error in 6 million transactions
Dabbawala’s Organizational Structure
Governing Council
Mukadams
Dabbawala
7p’s
• Product-Delivery service.• Price-Rs.150-350 per month.• Place-Travels all over the Mumbai.• People-5000 employees.• Physical evidence-Offices at
Dadar,Chembur,Ghatkopar etc• Process-Delivery system,Website.
Provider gap2
Blueprint of Dabbawala’s services
Standards
• Customer driven Standardization of Service. Hard Standards
Right on time. Compliance with commitments. Accuracy.
Soft Standards Feedback from customers
Provider gap3
Features
• Good HR policies.• Well Trained Employees.• Employee knows his role.• Team Work.• Job design.• Organisational Structure.
Services Triangle for Dabbawala’s