The Dabbawala System: On-Time Delivery, Every Time

  • Reference: HBS-612S03

  • Year: 2010

  • Geographic Setting: India

  • Publication Date: Jan 30, 8

  • Fecha de edición: Apr 4, 2011

  • Source: HBSP (USA)

  • Type of Document: Case

  • Company: US 9.4 million

  • Industry Setting: Business consulting services

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Description

To maximize their effectiveness, color cases should be printed in color. Describes the Mumbai-based Dabbawala organization, which achieves very high service performance (6 Sigma equivalent or better) with a low-cost and very simple operating system. The case explores all aspects of their system (mission, information management, material flows, human resource system, processes, etc.) and the challenges that the Dabbawala organization faces in a rapidly changing environment. An outside consultant proposes the introduction of new technologies and management systems, while the leading logistics companies (e.g., FedEx) come to Mumbai to learn about the Dabbawala system.

Keywords

Advertising Collaborative innovation Customer service Disruptive innovation Innovation International human resources International operations Logistics Patents Service management Social enterprise Strategic alignment Technology