DABBAWALLA’S:SIMPLY

COMPLEX

Presented By :

Abhishek Tuteja

Planning Planning involves selecting

missions and objectives and the action

to achieve them, it requires decision making that is choosing future courses of

action from among alternatives.

Organizing:- It is part of managing that involves

establishing an intentional structure of roles for people to fill in an

organization structure is to help in creating an environment for human

performance.

Staffing:- It involves filling and keeping filled the

positioning an organization structure.

Leading:- It is the influencing of

the people so that they will contribute to

organization and group goals; it has to do predominately with interpersonal

aspect of managing.

Controlling:- It is the measuring

and correcting of activities of subordinates to ensure that events that confirm to plans.

Co-ordination:- Being the essence of manager ship for

achieving harmony.

among individual efforts towards the accomplishment of group goal.

Case study on Dabbawala

Dabbawala’s Planning The method which Dabbawalla's follow

is Coding These codes would baffle a

cryptographer! But they make perfect sense to the Dabbawala. The codes and colours indicate the place from where a dabba is collected; the station where it must be unloaded and the office it is to be delivered

Coding VP – The first thing on the

Tiffin is the code for the originating station.

This is the station from where the Dabbawalla picks up the Tiffin in the morning.

In this case, VP denotes Vile Parle.

Cont… E – This is the code for the

dabbawalla who is picking up the Tiffin from its origin or home.

In this case, the dabbawalla with the code of ‘E’ will be a part of the group distinguished by the colour code ‘RED’.

Cont… 3 – This is the code for

the destination area. This may not necessarily be restricted to a station only.

For instance, the Churchgate is allotted number codes from 1-10. Number 11 is allotted to marine lines, 12 to Charni road and so on. In this example, the number 3 is allotted to the area between flora fountain and cross Maidan area.

Cont…9 – VS – 12

9 – This is the code number for the dabbawalla who delivers the Tiffin to the destination office from Churchgate station. This is the dabbawalla who is responsible for delivering it to the respective office and picking it up after the lunch hours. He is a part of another group from the one he worked with at the originating station.

Cont… VS - This code denotes

the exact location or more likely, the building’s initial in the area that falls under Churchgate station.

In this case, it is VSNL building

Cont… 12 – finally, the last code

among the three codes that form the right side of the top of the dabba is the floor on the building (VSNL) or the room number in case of buildings with large number of rooms on each floor.

OrganisingThe Nutan trust is the apex body representing the dabbawalla’s. It is trim hierarchy withthree tiers:

THE GOVERNING COUNCIL THE MUKKADAMS OR TEAM LEADERS THE DABBAWALLA’S THEMSELVES

Staffing

Just like old times, recruitment is essentially done through word of mouth.

It is basically done from the neighbouring towns and villages of western Maharashtra including Junnar, Ambegaon, Khed, Maval, Mulshi, Akola, Rajgurunagar, etc.

Cont…

The recruitment policy is such that even before a new recruit leaves his hometown for Mumbai, his area of operation and remuneration are decided.

The whole system operates as a loose cooperative, and with customer satisfaction levels so high, there’s little need for a rigid operating structure. The essence lies in its simplicity.

Leading

The basic operating unit is the team, which comprises between five and eight dabbawalla’s. This headed by a Mukadam.

Having risen from the ranks of the dabbawalla’s, a Mukadam’s primary daily responsibility involved the sorting of the dabba’s.

Cont…

As team leader the Mukadam performed several administrative tasks that included maintaining records of client payments, arbitrating disputes between dabbawalla’s and customers, and apprentice training.

The Mukadam is also in charge of acquiring new clients for the team and managing customer satisfaction.

Controlling In cases of theft or loss of a Tiffin-box, if any

carrier is found guilty then the client is allowed to deduct the costs from the dabbawalla's charges for the subsequent month.

If a client receives improper services by any dabbawalla, for which a complaint has been made to the association; that particular Dabbawala will be directed to end his services with that client and another Dabbawala will be allotted to the client.

Cont…

In this manner, no future disputes between that client and the dabbawalla will arise and with the allocation of another Dabbawala in his place, the client will also receive continuous and efficient service.

Apart from discouraging undercutting between two dabbawalla’s, the association has to handle all kinds of disputes arising between two dabbawalla’s.

The association also has the responsibility of handling all the internal disputes.

The association charges Rs. 100-200/- before looking into the complaint. This is done to ensure that the official’s time is not wasted on any petty disputes.

Coordinating ONWARD JOURNEY –

8:30- 10:34 am

SORTING - 10:15 – 10:34 am

JOURNEY TIME – 10:34 to 11:20 am

SORTING AT THE DESTINATION STATION AND DELIVERING – 11:20 to 12:30 am

COLLECTION PROCESS - 1:15 to 2:00 pm

RETURN JOURNEY – 2:00 to 2:30 pm

TRAIN JOURNEY – 2:48 - 3:30 pm

THE FINAL JOURNEY OF THE DAY – 3:30 to 4:00 pm

Thank You