Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • February 2010 (Revised January 2013)
  • Case
  • HBS Case Collection

The Dabbawala System: On-Time Delivery, Every Time

By: Stefan H. Thomke and Mona Sinha
  • Format:Print
  • | Language:English
  • | Pages:23
ShareBar

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

Information 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.)
  • Educators
  • Purchase

About The Author

Stefan H. Thomke

Technology and Operations Management
→More Publications

Related Work

    • October 2012 (Revised September 2013)
    • Faculty Research

    The Dabbawala System: On-Time Delivery, Every Time

    By: Stefan H. Thomke
    • February 2010 (Revised January 2013)
    • Faculty Research

    The Dabbawala System: On-Time Delivery, Every Time

    By: Stefan H. Thomke and Mona Sinha
Related Work
  • The Dabbawala System: On-Time Delivery, Every Time By: Stefan H. Thomke
  • The Dabbawala System: On-Time Delivery, Every Time By: Stefan H. Thomke and Mona Sinha
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College