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Annapoorna DabbawallaCompany LTD (ADC)
A SIX SIGMA COMPANY
Abeer Rajajain college
PGDBMBangalore
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what is service
A service is the action of doing
something for someone
or something
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Inseparable
Intangible
Perishabl
eVariability
Right of
ownership
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`
A Dabbawalla (one who carries the box) is the person in theIndian city of Mumbai whose job is to carry and deliver freshly
made food from home in lunch boxes to office workers.
` originated under British rule.
` Many Indian people who worked at British companies disliked
the British food served by them.
` A parsi banker employed a worker to bring home made food tosite of work, his colleagues also liked the idea and started
availing the service.
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` 125 years they didnt touch technology yet it got six sigma
and ISO.
` Manual logistics.
`
Everyone is shareholder.
` Flat organizational structure- instant decisions are made
` Commitment matters-qualification doesnt .
` Knows the implications of failure- this makes them more
responsible.
` Remembers the addresses of2lac customers by heart
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` Inception-mid 1880s.
` Qualifications - semi literate. (15%) illiterate (85%)
` Employees:5000.
` No of Tiffins 2lac .
` Cost:Rs 200/month.
` Process time- 3 to 4 hrs.
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` Works on relay system.
` Six sigma performance .
`
Technological back up: NIL.
` Error rate:1 in 16 million transactions
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The main rea
son of error free delivery
Initial coding system used colored threads for markings
Color threads were replaced by the cotton waste by the tailors.
Currently color markers are in use
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Each lucnch box has marked on it circle of a specific color and
indentity number.
Example
K-BO-10-19/A/15
Where as.
K:The identity letter of theDabbawalla.
BO: Borivalli(lunch box collected)
10:reffers to specific locality .
19/A/15: reffers to building and floor(delivery)
Bo
Cont.
K 10
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Point of
Aggregate And
Sorting
AB C D
E
S1
S2
S
1
2
5
6
7
Collection From Home
Zone of Destination
Distribution By
Carriers at lunch
time
Distribution System
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Problems
` In 1960s bank timings changed.
` In 1980s mills were closed down.
` New trend emerged working women.
` Offices offer good quality canteen.
` Fast food chains and road side quick bites
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Solutions
Promotions
Some initiative from ADC Ltd on awareness
Campaigns -promoting home made fresh and health food
Use the DABA outer cover for the promotion.
Marketing message in the Daba.
SMS and web service for quick orders.
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A social or business relationship
` Tie up with central kitchen (catering).
` Provide customized food and cultural preferences in
lunch
Credentials
` Communicate about the six sigma success.
` Communicate the time efficiency in delivery.
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The answer is NO why?
Majorstrength is the human resources
` String cultural bonding.
` Like minded people.
` Familiarity with the city operations
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` Three things to start theirservices in any other
cities
linear one directional geography of the city like
Mumbai. cheap, realizable and fast local train system
A group of like minded people who are self motivated
and committed
Presently these things not in other cities
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` Six sigma certification by Forbes group.
` ISO certified.
`
Outstanding services award by NIQR(National institute of quality and reliability).
` Royal visit by prince charles.
` Invitation to princes marriage
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` Richard branson ceo of virgin Airways got inspired
from their work.
` Name in guineas and limca book of records.
` Lecture at Harvard university as well as at national
universities.
` Radio lectures at national and international
universities.