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CASE STUDYO N
ANNAPURNA DABBAWB
Group 4 V.M.Leen
M.Nikh
M
Vidya
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CASE FACTS A dabbawalla is a person who in the Indian City Mumbai whose job is to
deliver freshly made food from home in lunch boxes to office workers.
Started in mid 1880’s.
The whole process is run by semi literates and literates.
The core factor that has sustained this business model is the desire of the
class mumbaikar to eat home made food.
Other factor is the highly evolved transportation system in mumbai and mcharged for the service.
Daily around 5,000 dabbawallas are working under this process.
Daily they deliver 2 lakh tiffin boxes to working people across the city.
In 2001, they charged rupees 200 to a person per month.
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continued. .
.
Process time is 4 hours
They work 12 hour per day and travel 15 kms in the cEach Dabbawalla covers roughly 20 houses per day.
The principle under which they work is Relay System
Six Sigma Performance.(forbes magazine gave them t
rating)
Error Rate is very low that is 1 in 16 Million transacti
They contribute rupees 10 per month towards the CSR
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STRATEGY
There are 3 set of Dabbawallas
i). Receiving the lunch boxes from the respective home.
ii). Load the lunch boxes in the local trains.
iii). Unload the lunch boxes and deliver to the respective p
Coding System
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DECLINE IN THE SERVICES Problem
In 1960’s change in bank timings.
In 1980’s mills were closed down on a large scale
New trend emerged- Working Women.
Offices offering good quality canteen.Emergence of Fast food Centers and road Side
“Quick Bites”.
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Q UESTION AND A NSWERS Q1. Identify some of the important changes (shifts) takin
place in the target segments of Annapurna Dabbawalla.
In 1960 the bank employees had a change in office tim
began leaving home earlier than before.
The large scale closure of Textile Mills in 1980.
In 1990, fast food chains and road side restaurants ope
around office localities.
Officers provided better canteens and food courts to th
employees.
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cont.…
Percentage distribution of Working population in NMumbai reduced from 25 % in 1991-92 to 10% in 2
Location of workplace for Navi Mumbai’s working
population increased from 27% in 1991 to 63 % in
Food and eateries shops increased by 35% and 93shopkeepers perceive that eateries in Navi Mumb
Good quality.
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Q2. Compare and contrast the services of Annapurna Dabbaw
those of fast food chains and roadside 'quick-bite' restaurants
around office localities, using the classification system
Classification Type Annapoorna Fast-Food Chains
Degree of Tangibility More Less
Directed at
customer/Possession
Possession Customer
Time and Place of
service delivery
Customer’s home/office Service provi
Location
Level of Customization.VS. Standardization
Standardized Customized
Steady Vs. Fluctuate Steady Fluctuation
Formal Vs. Informal Formal Informal
Interaction Type Mixed Model High Interacti
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Hotel BeautySaloons Hospital
Services
bankingLegal
airlines
Tangible and I ntangible Services
advertisingTangible
Q3.Compare and contrast the following services, using the classificati
given in pages 8 and 9 of the textbook
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Beauty
Saloon
hospitalhotel
investmenBanking
Possessions or Customer
legal
airlines
Customer satisfaction
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Airlines
hospitalhotel
investmentlegal
Beauty saloon
Time and Place
bankingService
provider
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advertisement
hospital banking
investmentlegal
airlines
Customization Vs. Standardizatio
hotelStandardizatio
n
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Banking
AirlineInvestment
BeautySaloon
Legal
Hospital
Formal And Informal
HotelFormal
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Banking
AdvertisementAirline
In
HotelHospital
Legal
Steady Vs. F luctuating Deman
BeautySaloon
Steady
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Airlines
HospitalHotel
InvestmenLegal
Beauty Salon
Banking
Low In
High Interaction
High Interaction Vs. Low Interaction
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