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Case
| HBS Case Collection
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2013
(Revised from original 2010 version)
The Dabbawala System: On-Time Delivery, Every Time
by
Stefan H. Thomke and Mona Sinha
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Abstract
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: Technology;
Service Delivery;
Service Operations;
Logistics;
Alignment;
Management Systems;
Human Resources;
Innovation and Invention;
Mumbai;