Case | HBS Case Collection | February 2010 (Revised January 2013)

The Dabbawala System: On-Time Delivery, Every Time

by Stefan H. Thomke and Mona Sinha

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 Operations; Service Delivery; Logistics; Alignment; Management Systems; Human Resources; Innovation and Invention; Mumbai;

Language: English Format: Print 23 pages EducatorsPurchase

Citation:

Thomke, Stefan H., and Mona Sinha. "The Dabbawala System: On-Time Delivery, Every Time." Harvard Business School Case 610-059, February 2010. (Revised January 2013.)

Related Work

  1. Teaching Note | HBS Case Collection | October 2012 (Revised September 2013)

    The Dabbawala System: On-Time Delivery, Every Time

    Stefan H. Thomke

    The Mumbai-based dabbawalas are a 5,000 or so person organization that achieves exceptional service performance with a semi-literate workforce. Every working day, they deliver and return about 130,000 lunchboxes to offices throughout Mumbai. This entails more than 260,000 transactions within six hours each day, six days a week, 52 weeks a year (minus holidays) and mistakes are extremely rare. 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.

    Keywords: systems design; organization design; service; Organizational Design; Service Operations; Service Delivery; Mumbai;

    Citation:

    Thomke, Stefan H. "The Dabbawala System: On-Time Delivery, Every Time." Harvard Business School Teaching Note 613-062, October 2012. (Revised September 2013.)  View Details
    CiteView DetailsPurchase Related

  2. Case | HBS Case Collection | February 2010 (Revised January 2013)

    The Dabbawala System: On-Time Delivery, Every Time

    Stefan H. Thomke and Mona Sinha

    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 Operations; Service Delivery; Logistics; Alignment; Management Systems; Human Resources; Innovation and Invention; Mumbai;

    Citation:

    Thomke, Stefan H., and Mona Sinha. "The Dabbawala System: On-Time Delivery, Every Time." Harvard Business School Case 610-059, February 2010. (Revised January 2013.)  View Details
    CiteView DetailsEducatorsPurchase Related

About the Author

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Stefan H. Thomke
William Barclay Harding Professor of Business Administration
Technology and Operations Management

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