1. Services In Mumbai.Dabbawalas vs. Locals Presented By: BishwajeetGhosh – E 02 Gaurav Kale – E 04 Andre Fernandez – E10

2. Mumbai Dabbawalas Nutan Mumbai Tiffin Box Suppliers Association History : Started in 1880 Charitable trust : Registered in 1956 Avg. Literacy Rate : 8th Grade Schooling Total area coverage : 60 Kms Employee Strength : 5000 Number of Tiffin's : 2,00,000 Tiffin Boxes Time taken : 3 hrs

3. Mumbai Locals Started in April 1853. First Journey Mumbai – Thane. Today Carries: 6.9 million commuters daily Spread over a route of 464 km. 2342 train services. Avgtime spacing – 4min Peak hrs – 4500 passengers in a 9 car train.

4. Features Of a Service Intangible Simultaneous Production & Consumption Varies as per customer Can not be stored (inventorized) Comoditised Services

5. KPAs

6. Customer Satisfaction

7. Quality Dabbawalas Punctuality & Time Management – Excellent Breakdowns or Operational Mishaps – Almost Never Six Sigma Certified Locals Punctuality & Time Management – Excellent Breakdowns or Operational Mishaps – Rare Infrastructure Overcrowding – Very High October 23, 2009 Killed 2 and injuring 11

8. Capacity Utilization Dabbawala Locals 200 Rakes. 2500 Journeys. 6.9 Million Commuters. Track Length Coverage of 464 km. Avg gap of 4 min between two trains. Two lane patches – Mobilization constraint

9. Innovations Dabbawalas Marketing Through Dabbas. Booking for delivery through SMS. A functional website (though currently under construction) Locals Coaches with new designs – implemented. AC Coaches being worked upon. Improved frequency – being invested in.

10. Financials (1 group) of Dabbawalas Rs125000 Total earnings -20 People Rs35000 Maintenance cost Tiffin luggage basket pass – Rs180/person Maintenance of cycles – Rs 300 – 2 cycles/month Maintenance of wooden boxes – Rs100/person T.C , police robbery of Tiffin Rs 500 yearly Organizational fee Rs 15 per head Puja held per station Rs 50 per head

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