ON
“Dabbawala Employee
Satisfaction Survey”
At
Mumbai Dabbawala
Roll no – (0844370026)
(2008-2010)
EXCEL SCHOOL OF BUSINESS MATHURA
(U.P)
(Affiliated to U.P.Technical University,Lucknow)
ACKNOWLEDEMENT
A task undertaken without offering prayers to almighty and taking blessings from the
elders is not a good beginning. Likewise the work completed without acknowledging the
assistance to those who were always by my sides to make my efforts fruitful in the task
left incomplete.
In the beginning, I would like to express my sincere thanks to my Institute teachers for
giving me an opportunity to take the practical experience of working life.
(SHRISH PRATAP
SINGH)
PREFACE
Today’s business environment demands that managers posses a wide range of knowledge
skills and competencies, as well as sound understanding of management process and
function. Managers need to be able to make best use of their time, talent and of other
people to work with and through others to achieve corporate objectives. They also need to
demonstrate their ability not merely to solve problems, but to transform them and design
ways through them.
This report concerns needs and changing needs and their satisfaction level, which are the
important function in every organization.
my own work and the same has not been submitted to any other
1. MEANING OF RESEARCH 63
2. IDENTIFICATION OF PROBLEM 63
3. DEFINE CONCEPTS 64
4. OBJECTIVE OF STUDY 65
5. HYPOTHESIS 65
6. SCOPE OF STUDY 66
7 SAMPLEING 66
8 SAMPLE SIZE 66
9 DATA COLLECTION 66
11 ANNEXURE 89
12 FINDINGS 89
13 CONCLUSIONS 91
14 RECOMMENDATION 93
15 BIBILIOGRAPHY 98
CONTENT
1. INTRODUCATION 1-10
2. WORKING OF NMTBSA 11
3. ATTITUTUD APROACH 12
4. THE ORGANISATION STRUCTURTE 14
9. MANPOWER PLANNING 32
10 THE GROWTH 34
13. CONCLUSION 39
SYSTEM
OF
THE NUTAN MUMBAI TIFFIN BOX
SUPPLIERS' ASSOCIATION
30/07/2006
Som
S ix S ig m a
R e c o r d GW ui
R e g i s t e r e Rd
Founder of NMTBSA (Nutan Mumbai Tiffin Box
Mr. Dhondiba Medge (1923-1980) - the father of Mr. Raghunath Medge (president of
NMTBSA), framed Human Resource Policy of Nutan Mumbai Tiffin Box Suppliers'
Association.
Mr. Dhondiba Medge was educated only to 4th standard. He framed rules &
regulations of the Dabbawalas. He was very stair & disciplined kind of person. Who was
believes on "Time Is Money."
The Dabbawala have two different aspects as considered with the mode actual operations
& mode of organizations formed by the Dabbwallas.
• Acquition of any new customers & training a new person assigned to the
particular customer.
INTRODUTION
Dabbawalas the carriers of Tiffin boxes daily deliver lunch boxes to lacks of office
goers in city Mumbai. The practices 119 years old in spite of complexities this
dabbawallas goes in to the delivery has been appreciated world wide among them
SCHOOLES. It is believed that system if applied to other cities like Kolkata, Delhi,
Chennai, Bangalore, Hyderabad etc. will impact a major positive change the lunch
delivery system. The system runs efficiently & is in prestigious position with
management programs and many Indian business schools and industry associations
have the Dabbawala logistics system in their case-study agenda. In 1998 two Dutch
"Dabbawalas, Mumbai's unique lunch service" and in 2001, the Christian Science
"Fastest Food: It's Big Mac vs. Bombay's Dabbawallahs." The British Broadcasting
Corporation and the Australian Broadcasting Corporation have done features on the
delivery system as well, while Prince Charles was so impressed with their service that
he had even invited a few Dabbawalas to his marriage with Camilla Parker in
London. Yet these Dabbawalas have remained poor. "Nowhere in the world would
you find a lunch delivery service that costs as little as $9 a month," says Talekar. The
charges for this complex delivery system have remained dirt-cheap ever since its
inception, and still the maximum rate that a Dabbawala charges (depending on the
improve their lives, says Tripathy. "No doubt a major driver for establishing a Web-
based and mobile phone ordering system was the need for a central ordering facility
where one can call for a Dabbawala's service by just hitting the Web site or through
an SMS," says Tripathy, "but the other equally important driving force was to
expand business." Until recently business has come just through word-of-mouth or
from contacts made in local railway stations. "But ever since we introduced the SMS-
based ordering service we have been getting about 15 new orders every day," said
Tripathy. The Web site (www.mydabbawala.com) has also enabled the association to
solicit donations and sell merchandise, the proceeds of which go towards creation of a
social security fund to pay for the Dabbawalas' life and medical insurances. "The use
of IT would not stop there," says Tripathy, "we would be stretching its use soon to
enable the Dabbawalas to add additional lines of business." According to him the
next plan is to gear the Dabbawalas with the ability to sell groceries and other daily
necessities, the orders of which could be taken through their mobile phones.
My time in Mumbai was brief but full. The city itself seems to be about as different
as could be from, Delhi. Clean, full of sky scrapers, bustling, and largely friendly.
Through a contact of a contact I was able to spend some time learning about one of
The term “dabbawalla” means something close to “boxman.” The dabbawalla are an
entire caste of people whose job is to transport home cooked lunches to their
locations at peoples’ places of work. There are 5000, largely illiterate, dabbawallas
who use a complex system of symbols and home-grown business sense to move
200,000 lunches each day. The system is near flawless (one research paper put it as
one screw up in 16 million successful deliveries) and has been going for over a
century. Almost all of these men hail from a small village a couple of hours outside of
Mumbai and because of the small town nature of things, almost all are somehow
related. The unique shape of the city and cheap train network make it affordable for
this system to work here and only here. And while it’s amazing to watch these men
scurry about doing their job, what I was interested in is how this amazingly Indian
concept has held on as long as it has. While fast food is booming as the only option
for office workers in virtually every megacity in the world, in Mumbai it is the norm
The system works a bit like this (and while I use gendered terms here the system is
becoming less so, again in an interesting way). Man leaves in the morning to go to
work at six to accommodate for the two hour commuter train to work. He wants
lunch, so his wife would have to get up at four to cook it and send it with him.
Instead, in rushes the dabbawalla, making it so that she can send off the lunch at
eleven to get to the office at one, giving her an extra five hours of sleep. You
subscribe to the service on a monthly basis – man on a bike comes by your house to
pick up your tiffin (a stainless steel box or canister which everyone uses to eat out of),
he hands it off to the next fellow at the train station, who hands it off to someone at
the next train, to a sorter, to another bike, to the office. A couple of hours later the
dabbawalla picks up the tiffin and the whole process happens again in reverse. The
average tiffin goes through the hands of five or six people in each direction. It has no
writing on it besides a few grease paint marks of x’s, o’s, and squares. Depending on
how far away you live from the office, you can get deliveries for between 150 and 400
Now, while this used to be all men receiving and women cooking, it has expanded lots
over the past couple of decades. Now about a quarter of the office workers receiving
lunches are women. They deliver to schools. If you want to deliver to your husband,
children, brothers, sisters, and cousins, you can send tiffins to all of them. If you have
no one at home to cook for you the dabbawalla have found homemakers who will be
willing to cook extra meals on a subscription basis so that strangers can also have a
homecooked meal and the homecooks can get a little bit of extra cash.
I am not the first or last person to marvel at this system. The whole organization
organized itself (stemming from a demand during the British rule for home cooked
meals that were British for British workers, then moving to Indians wanting their
own food too) and incorporated during the 1960s. The three heads of the
organization are former runners themselves and now give talks at major business
colleges around the world on a system of organization and efficiency which came
naturally to them.
Moving away from the marvel that it does work, it’s amazing to think about why
people want it to work. In a city which is renown for its hustle and bustle it’s
amazing to think that something as little as a home cooked meal would get this much
love and care – but it’s a sign of how people are making attempts to adapt to this way
of life while maintaining connections to their roots. While the moustachioed man
across from me on the train to Mumbai seemed rather judgemental about most of
what I am doing, he was happy to hear I would be spending time talking with the
head of the dabbawallas. When I asked Mr. Moustache why he got his lunch
delivered this way he said the most important part to him was the continuation of the
bond with his family. While he, his wife, and his children may not eat together, they
are eating the same thing. His wife knows what he likes to eat and makes it for him.
If he doesn’t finish his lunch, she’ll notice and intuit that he is ill or stressed. His
meal is coming from someone he loves and trusts and he knows that they are quality
ingredients going into his food. It’s an interesting solution to the onslaught of the fast
paced life which is overtaking India. Again and again as I continue to talk to folks,
the reason I hear that everyone is eating more wheat is because they need to have
convenience foods. It will be interesting to see if the dabbawalla will survive and how
their business and traditions evolve as the city and the workforce continues to grow.
ROUTE MAP:
Home made food is best for health and because health is wealth. Outside junk
foods may take your life and makes you sick. Home made food keeps your doctors
1
bill down and there are fewer absences from office due to poor health. In fact bad
home cooked food to your office you are actually saving your hard earned pennies.
2
The delivery charge of Rs 250 - 300 per month is very nominal and reasonable. Its
simple maths.
3 Do you not love your mother or wife and like to eat food made by her?
Even if there is no one at home to cook food for you , Dabbawalas can deliver you
good quality home like lunch through many restaurants. We have quality
4
restaurants all over Mumbai where cheap and best quality food is prepared which
take even small luggage during peak times. There are instances where the person's
hand got hurt or broken and ones belongings destroyed while traveling during
peak time. People leave from their home at about 8 - 9 PM which is peak time and
its not possible to carry Tiffin during this time and Even the food is not ready by
this time. By using our services you are getting hot food safely deliver in your
office.
Dabbawalas give reliable services and their performance and accuracy match six
6
sigma standards. You must be sure that your home cooked food reaches in time.
By taking our services you are proving direct employment to 5000+ Dabbawalas
8
and many of their dependent families. You are actually helping us.
Dabbawalas are an icon in their own sense and famous world over for their
9
efficiency and by taking our services you are being part of India's image building.
Dabbawalas are from the remote villages of Maharashtra and mostly uneducated.
They regularly organize bhajan and kirtans and spread the essence of Marathi
10
culture, good will and one ness of India. Being a part of Dabbawalas , you are
“People study business books and then practice. We practiced first and have now
DISCIPLINES
Code of conduct
EXECUTIVE COMMITTEE
PRESIDENT
MR. RAGHUNATH D. MEDGE
GROUP
(120)
MUKADAM MUKADAM
1 M
V IC E P R
• DUTIES & RESPONSIBILITY
• PRESEDENT
GENERAL SECRETARY
MUKADAM
MEMBERS
• To deliver Tiffin Boxes to the customers & carry Tiffin Boxes back to their home
respectively.
CORE VALUES
• Work is Worship
• Annadan is Mahadan
• Time is Money
• Unity is Power
HUMAN RESOURCE POLICIES OF THE
ASSOCIATION
The organziation is formed by the members. to avoid any disputes & give each
member pride, the employee-employer relationship is avoided. Each member is a
shareholder in the association. He gets his monthly salary from each of his customers
directly.
All the members in a group gather on a particular date of each month mostly at a
nearest local office of the organization or the trust (NUTAN MUMBAI TIFFIN BOX
SUPPLIERS' CHARITABLE TRUST). all the members collect their salary together, cut
down for overheads & travel expenses. Also each member contributes amount of rupees
10;/- towards for the charity purposes.
So, suppose now after deductions, group has left with 63500/-; it will be divided
equally among all the members, thus each member getting Rs. 4230/- each. This salary
may not be sufficient compared to the cost of living in Mumbai also may of have their
families back in villages to send money to. To cope up, with this problem, few of the
Dabbawala have started doing some side business for extra income. Some of them after
returning home in evening drive auto-rickshaws or early in morning before going on work
distribute newspaper or milk.
The association once a month calls a meeting of all the members. In this meeting.
It tries to solve the internal problems of the members.
Such problem & solutions solved till now have laid a kind of unwritten rules &
regulations for the members of the organization to follow in certain cases.
1. In the case of loss of Tiffin Box of the Dabbawala, if he is found guilty, then the
customer is refunded the appropriate amount for the loss.
2. Each member is supposed to operate in his allocated area only & not interfere with
any of his fellow colleagues, work area. In fact normally no Dabbawala does this
too!
3. In case if the customer is not pleased with dabbawala provided to him for service,
both of them cannot co-ordinate well with each other then the organization can
shift that dabbawala to some other area & replace other dabbawala in his area.
DISCIPLINE
The president, Vice president, General Secretary, Treasurer & 9 no. of Directors
formed 13 members of board under which Mukadam & other Dabbawalas work.
So due to such Flat kind of organization structure decisions are taken on the spot.
Even the president & other higher categories membersalso work.
Those who have capacity to job they can apply for the Dabbawala post. There is no
any kind of basis happens related to recruitment process.
All the Dabbawalas are from poor background, the aim of the organization is
mutual benefit to all members so they follow certain values, belief & ethics to run
business effectively.
All Dabbawalas must wear white cap which is called as Gandhian cap on duty.
Also wear white sadara & pyjama (shirts & pants). All Dabbawals must carry their
Identity card on duty. All these rules are bninding on all cadres of the Dabbawala.
All Dabbawalas are layal & hard working in nature. They follow their norms &
promise which they made their customers.
• TRAINING PROVIDED TO NEW EMPLOYEES:
After recruitment they provide complete process training to new joiner under the
observation of Mukadam or any senior member. When they feel that new
employees are capable to work, that time training will completed.
Everyone is the shareholder of the Association. All disciplinary rules & other
ethics follow by all members. So there is no any employee & employer
relationship between each other. All are owners of the business.
Every quarter all Dabbawalas meet & discuss issues related to service, salary &
future goal. They discuss balance sheet & distrbute profits among them. If any
critical issue arises that time they cal immediate meeting. Also conduct daily
meeting to handle day to day problem. All Dabbwalas can participate in meeting &
can contribute his suggestion.
• TEAM WORK:
Working with team is the strength of the Dabbawals. Also Team work is the key
aspect of their inner self satisfaction (proved by research). One Tiffin box goes from
many hands of the Dabbawals & finally reaches at exact destination which show success of
their Team Work.
• TIME MANAGEMENT:
They deliver Tiffin boxes before 12 pm at customer's office. There duty starts from
morning 8 am. Same time there is always lots of rush at railway station, & traffic
on the road, in such kind of critical situation they able to deliver lunch boxes on
time. They got Six Sigma because of their Time management & no. defects in
deliveries.
• INNOVATION:
Dabbawala promote innovation. They started coding system to Tiffin box for easy
identification, which are one of the examples of their innovation strategy. They
believe on continuous improvement by way of innovation.
100% customer satisfaction is the success of their system. They ahieved this level
because of maintaining good relationship with customers. They believe on
“Service To Customer Is Service To God”.
• SIX SIGMA :
They have got the prestigious achievement of SIX SIGMA RATING because of
their percentage of correctness which is just perfect up to 99.999995 i.e. six
decimals or more than that. Not many of the topmost companies are even near to it.
This is simply incredibel!
The dabbawalas are the whole & soul of the entire system of these operations. For
these dabbawalas to be able to provide prompt & efficient service, it is very much
important & necessary to be always on time. So you will not see any Dabbawala
moving ahead road taking his own sweet time! They are always in hurry pushing
through the crowd carefully to deliver lunches on time for lacks of mumbaiities!
The entire system involves carefully planned, organized & implemented activities
around the hour timings, but they do it with excellent associated teamwork.
We now take look in the routine course of action Dabbawalas i.e. from the time
they leave their home in the morning till the time they deliver the tiffin box back to
the customers’ home in the evening.
This cycle of operations of delivery takes them nearly 8 hrs a day very similar to
the office timings, as these takes time normally from 9 a.m. to 5 p.m. the day starts
around 8.00-8.30 am in the morning.
Leaving Home for the work :
• The Dabbawalas leave there homes in the morning between 7.50 am to 8.30
am depending upon from which areas they have to pick up tiffin boxes.
• The day in home then hands over the prepared & packed tiffin box to the
Dabbawala.
• Also collecting tiffin is not an easy task. Because, Dabbawalas have to pick
up tiffin boxes from various distant location in his area. These locations
may be far from each other located on higher floors of the building where
sometimes elevator may not be available.
• These tiffin boxes are then taken to the nearest local station by vehicle.
Usually a bicycle or in long wooden creates carried on the head! Eg. If a
Dabbawala a collecting Tffin boxes from area of Ghatkopar then he will
carry them to Ghatkopar or Vikhroli railway station whichever is nearer
from his area of collecting Tiffins
WHAT IS LOGISTICS & SUPPLY CHAIN
MANAGEMENT
• What is logistics?
and storage of goods, services, and related information from point of origin to
• 5 R’s of logistics
• Where should logistics start and where should it end? Again different views
exist on this question. Some say that logistics commences with finished
product from the end of production line to the consumer, or to get the right
goods to the right place, at the right time, in the right form and at the right
cost.
• MANAGEMENT NMTBSA HOW USE LOGISTICS &
SUPPLY CHAIN
• By using their own logistic methods they deliver lacks of Tiffin Boxes through
many Dabbawalas hand but the final goal is to reach Tiffin box before 12 pm.
• The Dabbawalas are the whole & soul of the entire system of these operations.
very much important & necessary to be always on time, so you will not see
any Dabbawala moving ahead road talking his own sweet time. They are
activities around the hour timings, but they do it with excellent associated
teamwork.
• We now take look in the routine course of action Dabbawalas i.e. from the
time they leave their home in the morning till the time they deliver the Tiffin
• This cycle of operations of delivery takes them nearly 8 hrs a day very similar
to the office timings as these takes time normally from 9 a.m. the day starts
• The Dabbawalas leave there homes in the morning between 7:50 a.m. To 8:30
a.m. depending upon from which areas they have to pick up Tiffin boxes.
• The Dabbawalas reaches the customer’s homes according to the timing fixed
• The day in home then hands over the prepared & packed Tiffin box to the
Dabbawala.
• Collecting 30-35 Tiffin boxes (from area specified to him) is the responsibility
of each Dabbawala. But there were we can see that number of Dabbas picked
up is also dependent upon the age of the Dabbawalas. Where a young person
• Also collecting Tiffin’s is not is easy task. Because, Dabbawalas have to pick
up Tiffin’s boxes from various distant location in his area. These locations
may be far from each other located on higher floors of the building where
• These Tiffin’s boxes are then taken to the nearest local station by vehicle.
group of 10-15 Dabbawalas from the same station but from the different
locations have picked up Tiffin’s boxes. On the railway station, first sorting of
Tiffin boxes takes place i.e. Tiffin to be delivered in one particular area are
assembled together & staked wooden crates. These are then carries by
• After sorting, Tiffin’s boxes are loaded in wooden crates in railway’s luggage
who is going to carry them & what is his destination area (the Dabbawalas
luggage compartment in the morning time is very crowded. But then too these
Dabbawalas make way through it & find a place for themselves & their
crates.
crowded with 20-25 Dabbawalas & 700-800 Tiffin’s along with them.
•
• 11:30a.m. to 12:30P.m.
• Distribution of Tiffin boxes To the Final Destination
• These times slot is very important, as the service delivery has to be started in
this time only to complete it in all allocated locations to all given customers.
After resorting process the Dabbawalas set off for the delivery of Tiffin’s
or block of customer’s work place say one road etc. that person undertakes
the responsibility to deliver the lunch boxes in that particular assigned area
irrespective of where the Tiffin’s boxes has come from, which person is
Who is Mukadam of that group etc. in this time slot if we observe we will see
all the Dabbawalas rushing carefully through crowds on the roads to reach to
important that lunch box has to be delivered to the customer before his lunch
time.
• These Dabbawalas have the lunch at the premises of offices near by where
they are delivers Tiffin’s boxes if their associations office is not easily
reachable.
• 1:00p.m. to 2: p.m.
• The Dabbawalas in the same areas of delivery gather at the nearest
association office & have their lunch. Otherwise they have their lunch in the
vicmity of the offices premises where they have just delivered the lunch boxes.
• 2:00p.m. to 2:30p.m.
• Now the Dabbawalas return to their customer’s workplace to collect the
empty Tiffin’s boxes. The whole process goes back again but in the reverse
order.
• 2:45p.m. to 3:30p.m.
• The return journey by the train where the group finally meets up after the
the day. The Dabbawalas lighten up the moment with merry making, joking
• 3:30p.m. to 4:00p.m.
• This is the stage where final sorting & dispatch take place. The group meets
up at origin station & they finally sort out the Tiffin’s as per the origin
areas.
•
•
•
C o d in g
V L P : V ile P a
Mum ba
9 E X 1: C2 o d e f o
a t D e s ti
MANPOWER PLANING
Day to day their number of customer are increasing simultaneously they increase their
manpower too. They don't have any criteria about recruitment of Dabbawala. They have
some poets which new recruit Dabbawala should follow these rules are as follows.
• First few month he has to work under the supervision of senior person or
mukadam.
• He must wear which sadara (shrit), while pant (Gandhi topi) & white cap at the
time of working.
• He should be punctual
• He should has to give prior information to the association before going on leave.
LEAVES
1. Weekly Leave:
2. Festival Leave:
STRENGTH
Customer satisfaction
Flat organization
WEAKNESS
OPPORTUNITY
THREAT
Competition
Managing more than 5000 Dabawalas daily is really increased! So what kind of
Human resource policy they have adopted & how do they implemented it, was the
objective behind these report. Which are satisfactory completed, & I got some key
formulas, principles of their effective Human resource management system from this
project work.
The lacks of office goers, 5000 Dabbawalas & risky job schedules, all these kind
of problems they are able to handle only due to their efficient Human resource
management system. Mr. Dhondiba Medge formed Human Resource Policy for Nutan
Mambai Tiffin Box Suppliers' Association. He set core values for the Association, these
improved their system.
Their daily earning is not sufficient to fulfill their basic needs but whatever they
earn out of from it some amount they spend in FSR activities. 'We are the part of society
which provides many resources to us, so it is our prime duty to give back to society'-these
CSR principle they follow.
The organization has gained a lot of appreciation from foreign countries but it still
in some ways or other not fully appreciated by its own countrymen. Organization can do a
lot to perform better but it needs support & word appreciation frim its own countrymen. It
so, it will even leave back the top world0running entrepreneurs & give India a place of
pride on the world map.
STUDY OF SIX SIGMA METHODOLOGY IN NUTAN
MUMBAI TIFFIN BOX SUPPLIERS ASSOCIATION
1 SIX SIGMA 41
8 CONCLUSION 61
STUDY OF SIX SIGMA METHODOLOGY
IN
ASSOCIATION
The reason behind this is the wonderful work system offered by them with only 0.01%
error rate in comparison with the huge number of operations it induleges inot. They have
got the prestigious achievement of SIX SIGMA RSTING because of their percentage of
correctness which is just perfect up to 99.999995 i.e. six decimals or more than that. Not
many of the topmost companies are even near to it. This is simply incredible.
Though they have achieved SIX SIGMA RATING & a wide popularity, it cannot be
neglected that the operations completely involve physical hard work & coping up with
common modes of transport. he crowded modes of transport, traffic &roads, continuous
physical work-it is not too easy. And we have even six p-seventy years old patrons doing
it for a living. These are the people who treat customer as GOD & run whole of their life
for their GOD.
Six Sigma best described as a journey, a journey for business professional who are truly
committed to improving productivity and profitability. Six Sigma isn't theretical; it's an
active, hands on practice that gets results. In short, you don't contemplate six sigma; you
do it.
The six sigma story began in the 1980 at Motorola, where it was first developed and
proven. In 1983 reliability engineer bill smith concluded that if a product was defective
and corrected during the production, then other defects were probably being missed and
later found by fustomers. In other words, process failure rates were much higher than
indicated completely fre defects; they probably wouldn't fail customers later.
Six sigma statistically measures and reflects true procees capability, correlating to such
characteristic as defects per unit and probabilities of success or failure. Its value is in
transforming culture outlooks from complacency to accomplishment across the spectrum
of industry.
Most companies function at four sigma tolerating 6210 defects per one million
opportunities. Operating at six sigma creates an almost defect free environment allowing
only 3.4 defects per one million opportunities: products and services are nearly perfect
(99.9997%) eliminating defects eliminates dis-satisfaction.
This all sounds good in theory, but how do you put it into practice? Well six sigma is
about arming your human "assets" with the training, resources, and knowledge to solve
problems. It's also about taking a leadership journey to guide those assets toward ever-
increasing achievement. Six sigma asks hard questions about your processes and gets the
data that supports them. It provides solutions that fit your unique processes.
Six Sigma is statistical concept that measures a process in terms of defects. Achieving six
sigma means your processes are delivering only 3.4 defects per million opportunities.
In other words, they are working nearly perfectly. Sigma is a term in statistics that
measures something called standard deviation. In its business use it indicates defects in the
out-puts of a process, and helps us to understand how far the process deviates form
perfection.
The central idea of six sigma management is that if you can measure the defects in a
process, you can systematically figure out ways to eliminate them, to approach a quality
level of zero defects.
• The sigma value is a metric that indicates how well a process is performing.
• In Six Sigma philosophy, sigma is a common language that indicates how often
defects occur in a process.
• Six sigma (o) a methodology & tool set that can be used to identify & reduce
defects.
• Six Sigma provides bottom line results improving the condition of the business.
• Six Sigma utilizes the team approach to process improvement, gaining employee
participation, knowledge, and support.
There are some levels in six sigma process which calls "Six sigma" levels these are as
follows
The six sigma methodology uses statistical tools to identify the vital few factors, the
factors that matter most for improving the quality of processes and generating bottom-line
results. It consists of four steps :
• Process Characterization
1) measure (What)
• Identify Project Scope/Goal
• Data Analysis
Process Optimization
3) Improvement (How)
• Reduce Variation/Defects
• Verify Impact
• Discover relationships
We should note that six sigma methodologies are nongid. Approaches vary, sometimes
significantly. One of the variations is in the phases. Same approaches use all five of the
phases listed above. while others not include the define phase. Six sigma professionals
recognize that this approach is a kind of roadmap for improvement, this is the tool which
helps managers and employees to understand and improve critical processes.
ROADMAP FOR PERFORMANCE EXCELLENCE
This strategy is supported by two Six Sigma sub-methodologies called DMAIC (Define,
Measure, Analyse, Improve and Control), and DMADV (Define, Measure, Analyse,
Design, Verify). DMAIC shown in Fig. is an improvement system for existing processes
which fall below specifications and need to be improved incrementally. DMADV is also
an improvement system which is designed to develop new processes and/or products at
Six Sigma quality levels. In both sub-methodologies and Six Sigma in general, the
objective is to continually find ways to improve and refine processes, reduce defects and
increase savings.
DMAIC Cycle
Define
1. Identify project that is
measurable
2. Develop team charter
3. Define process map
Define
Control Measure
1. Ensure that the result 1. Define performance
is sustained standards
2. Share the lessons 2. Measure current level
learnt of quality into Sigma
Control Measure
Improve
1. Screen potential Improve Analyse Analyse
causes 1. Establish process
2. Discover variable capability
relationship 2. Define performance
3. Establish operating objectives
3. Identity variation
sources
Define Measure
Analyses
Improve
DMAIC Cycle
Step 1 : Define
• Projectes are defined including the demands of the customer and process.
It is the initial stage of starting the project and the most significant step
Step 2 : Measure
• It precisely pinpoints the area causing problems. It forms the basis of the problem
solving.
• Project defects must be precisely defined and all possible and potential causes for
such problems must be identified in thbis step.
Step 3: Analysis
• In this step, when and where the defect occurs in investigated. Projects are
statistically analysed and the problems are documented.
• the gap between the ttarget and the actual state is clearly defined in
statistical terms like mean and moving average.
• Process mapping
• Statistical Tests
• Design of Experiments
• Control charts
• Quality Function Deployment (QFD)
Step 4: Improve
• Improvements for the potential casuses identified in the Analysis step is carried out in this step.
Solutions to all the potentials problems must be found.
• The choices are how to change, fix and modify the process.
• A trial run must be carried out for a planned period of time to esnsure the reviesion
and improvements implemented in the process result in achieving the sugeted
values. The step are repeated if necessary.
Step 5: Control
• Proper control and mainteance of the improved states are estabilshed in thbis steop.
It is also a step to regularize the new method.
• The results and accomplishments of all the improvement activities are documented
There is continuous monitoring of where the improved process well maintained.
Having discussed the reasons why a suply clain like the NMTBSA can successful,
we need to further look into the reasons that contribute towards the system to be extermely
efficient, the following are the major ones.
Coding System
VLP : Vile Parle (subu
Mumbai)
The system employes extermely a simple coding system. The cooding system has been
EX : Express Tower
explained in the exhibit II. It completely specifies the location as well as the person
who is to carry to box. It also simplifies the sorting at the residential & destination
(building name)
locations. Thus, it ensures a coplete flawless system. Any scope of flaw now lies only
in sorting & the delivery, which can be managed becaue there are more people
involved in it, which remove the scope of errors.
12 : Floor no.
At first when number of tiffin boxes were less, the Tiffin's were tied with a colored
thread or wires to be identifies properly. But as the time passed & number of Tiffin's to
So, in the early 1970's the association decided to implement new system of working
where Tiffin box codes & markings were uniform.
This coding system can be explained life this Each Tiffin box has a certain unique
code painted on the top of the lid of the Tiffin box. The code donsists of the alphabets,
numbers & even colours. This includes.
• Were in ha to be given
(In case of more number of Tiftin boxes tobe delivered in same area of location)
BO 9
A 10 M
16
Here the circle represents the top of the lid of the Tiffin box.
"BO" indicates "BORIVALI" which is the station of the pick-up of the Tiffin box.
"A" indicates the code given to be the Dabbawala or group of Dabbwalas the member of
which group picks-up the Tiffin box initially from the customer's house.
These codes are A,B.C, etc. according to the groups. When on each residential railway
station there are more than two groups of the Dabbawala. Each group is given in a colour
painted on the top of the lid of the Tiffin boxes. Often the codes are written in their full
forms also.
The number "10" indicates the main area of the destination location. The number 10
prevailing in the current system is allocated to the area of "Nariman Point".
The number "9" on the right hand side indicates the main loction of the Nariman Point &
also the number of the Dabbawala handling delivery in the particular area.
"M" stands forthe "Mittal Tower".
"16" stands for the th16th floor on which the .......... the customer is located & Dabbawala
has to deliver the Tiffin boxes.
HIGH CONFIRMITY IN THE SYSTEM
The system operates in such a manner that every individual has personal interest in
confirming to the basic principles & discipline. He understands that when he delivers
someone else Tiffin's are being distributed by someone else. And that is a reason why he
conforms to the norm. His participation in the system in ensured by the peer's participation
This interlock in the system ensures a greater responsibility & thus a better performance.
The philosophy of the Dabbawala is do your work honestly & be satisfied with the
philosophy of the Dabbawala is - do your work honestly & be satisfied with what you get
satisfied & happy- all of them are of a very simple nature just trying to do their job
perfectly. They call the customer "GOD" & consider their service to the God. Not affected
by artificiality, misconduct & unethical ways of living life, they represent then class of the
simple good-natured human beings who are always on their toes for others.
The system is main with a buffer in the lead-time. The Dabbwalas pick-up the
lunch boxes between 9:30am-10:00am & deliver at around 12:30 pm. To 13:00 pm So
they have around 2.5 to 3 hours to get the box delivered. Mostly it only takes the
Dabbawala around 30 to 45 minutes to collect the boxes, & bring then to the station.
Depending on which area the boxes are collected, it takes between 30-45 minutes to
deliver. So there is actually put in a time slack, so even if the Dabbawala misses the
planned train, he will still be able to deliver the lunch boxes in time. So one most days the
Dabbawalas have waiting time, when they arrive to their delivery station. Which they
utilize through sufficient time in sorting. If all goes as a planned they have about 30
minutes to an hour before delivery. It is this time slack that is part of the reason, for the
very high percentages delivery on time.
Because even if some minor incident happened, like if their bi-cycle should get a
flat tire or so, there is still time to fix it, & still deliver on time. So we see the time slack as
Necessity, to keep in the impressive on-time delivery statistics.
CONFIRMED BY THE LIMITS OF HUMAN CAPABILITY:
The system is designed, to the capabilities of the Dabbwalas. They have made the
system so each person, doesn't have to remember more then 30-40 places to collect &
delivery. This number is partly picked as a result of two things. First of all because of the
time available & second, & may be more important. This is the number they have found to
remember & distinguish for most of the employees.
As mentioned there is a certain buffer in the lead-time, which allows for a
Dabbawala collecting & distributing more lunch boxes. But this would make it more
difficult for the Dabbawals to remember the address, & would late deliveries. So.part of
success as we see it, is due to the recognition of the human capabilities & the recognition
of the need for a time buffer in the lead-time.
Six Sigma Statistical Model
Sigma Project by
statistic project
approach
Sigma Statistical Six Sigma Improvement Organizational
measure model initiative process infrastructure
Core
Performance competencies
benchmark
CONCLUSION
The Dabbawala system of one of its own kind, unique to Mumbai, extraordinary in
operations, run by less educated people but higher in achievement on performance scale
than the leaders in management field & the country's topmost joint ventures. They might
not have the huge capital & assets like others. They are the winners. They have their
greatest asset-the satisfaction of their performance & trying to follow them in their own
countries. Such is the system India is proud of?
They have prestigious achievement of SIX SIGMA rating the term used for the
percentage of correctness which is just perfect, up to 99.999995 i.e. six decimals or more
than that. Not many of the topmost companies are even near to it. This is simply
incredible!
It is a disciplined, data-driven methodology focused on eliminating defects. A six
Sigma defect is defined as anything that falls outside of a customer's specifications. The
results reported below by six sigma companies are convincing about its contribution to
industry. The Six Sigma methodology and fundamental objective is to implement a
measurement-based strategy that focuses on process improvement and variation reduction.
Six Sigma is a term used in manufacturing process improvement methodologies
and it refers to the variability of a process.
Six Sigma has roots back to the teachings of Dr. Joseph Suran and Dr. W.
Ewwards Deming (Thawani, 2004). Six Sigma is a high performance, data driven method
for improving quality by removing defects and their causes in business process activities.
The higher the number of sigma's, the more consistent is the process output or the smaller
the variation. It is particularly powerful when measuring the performance of a process
with a high volume of outputs. Six Sigma links customer requirements and process
improvements with financial results while simultaneously providing the desired speed,
accuracy and agility in today's e-age.
In 1998, Forbes Global magazine conducted a qualities assurance study on the
Dabbawalas operations and gave it an accuracy rating of 99.999999 more then Six Sigma.
The Dabbawalas made one error in six million transactions. That put then on the list of Six
Sigma rated companies, along with multinationals like Motorola and GE. There was only
one mistake in every 6,000,000 deliveries.
The BBC has produced a documentary on Dabbawalas and Prince Charles, during
his visit to India, visited them (he had to fit in with their schedule since their timing was to
precise to permit any flexibility).
Although the services remains essentially with one barefoot delivery boys as the
prime movers, the Dabbawalas have started to embrace technology, and now allow
booking for delivery through SMS. A web site mydabbawala.com has also been added to
allow for online booking, in order to keep up with the times. An online poll on the website
ensure that customer feedback is given pride of place. The success of the system depends
on teamwork and time management. Such is the dedication and commitment of the barely
literate and barefoot delivery boys who form links in the extensive delivery chain, that
there is no system of documentation at all. A simple colour coding system doubles as an
ID system for the destination and recipient.
Meaning of Research
Identification of Problem :
The Tiffin box service provider - Mumbai Dabbawala has been working from 115
years. Yet the system runs effificnetly & is in prestigious position with
achievement of SIX SIGMA RATING!
Define concepts :
This research work gives full fledge knowledge about satisfaction levele of the
Dabbawala. This satisfaction level judge under four parameter, these are as follows
:
Financial level :
• Whatever salary they drawn which are able to solve their basic
necessities or not.
Family level :
• Sometimes they do dual job to fulfill their basic family needs, So, to
know about effect of Family level aspect on their job satisfaction
level.
Personal level :
Social level :
• The nature of the work is totally field work & there is large chances
of happening uncertain events like acciderts, health problems etc.
• In such kind of situation the critical problem they are facing about
security of their social life.
Objective of Study :
Hypothesis :
Scope of study :
Sampling :
• Survey method of research is used & as per survey method
questionnaire is formed.
SAMPLE SIZE :
• Out of 55 samples, 50 samples of Dabbawalas who filled all question in the
questionnaire are selected.
• The Dabbawalas who are working from more than a year with association are
selected.
DATA COLLECTION :
• Data are collected from primary source
• Under coding system 16 question are framed in one question form, consist "yes-
no" type questions; "objective" type questions & few are "brief" questions.
Here in this part, we are going to analyse the data collected through the answers
given by the Dabbawals to the questions in the questionnaire. For the purpose, fifty
Dabbawals were given the questionnaire to fill. In the course they were also asked the
reasons for the particular answers to the subject questions.
The Dabbawalls review include all type of the Dabbawala from normal Dabbawals
to mukadam (team leader); also interact with president, vice president, secretary, treasurer
to collect full information related to research work.
The data or the answer to the questions reflects the view of the customers
regarding various aspects such as :
0 06 12%
1-4 09 18%
5-7 09 18%
8-10 22 44%
11-12 04 8%
8% 12%
18%
44%
18%
0 1-4 5-7
ABOUT EDUCATIONAL QUALIFICATION
The purpose of this question was to know about their educational background. The
Dabbawals service appreciated by Britain prince Charles, Virgin Atlantic airline chairman
Sir Richard Branson. Dabbawalas are not high educated individual but there I.Q.
(Intelligent Quotient) level is high.
They have more than 5000 Dabbawals strength, which are capable to deliver lunch
boxes to 2 lacks customers.
18% of Dabbawalas lies in 1st to 4th standard education 5th to 7th standard schooling
education qualification lies by 18% Dabbawalas.
The coding system founder Mr. Raghunath Medge play a big role in filling up an
educational gap of Dabbawalas.
HOW MANY YEARS HAVE YOU BEEN WORKING WITH
NMTBSA?
1-5 13 26%
6-10 14 28%
11-15 09 18%
16-20 06 12%
21-25 03 06%
10%
6% 26%
1st Qtr
2nd Qtr
12% 3rd Qtr
4th Qtr
5th Qtr
6th Qtr
18%
28%
HOW MANY YEARS HAVE YOU BEEN WORKING WITH
NMTBSA?
• The answer will give details of exact no. of people who are loyal with the
association.
• The criteria for this research project is to take interview of those Dabbawalas who
has completed more than one year service, So-this question help to sort our sample
for research.
• The question helps to know about the no. of younger generation's entry in this
profession.
• The suggestions of experience Dabbawalas are very fruitful so I get to know their
numbers.
Out of 50 sample, 09 Dabbawalas lies in 11-15 years of experience & there percentile is
18.
There are many Dabbawalas who has been working from more than 25 years with
association.
YES 27 54%
NO 23 46%
46% Yes
54% No
IS MONTHLY SALARY ABLE TO FULFILL YOUR BASIC NEEDS?
Dabbawalas are doing risky job. To travel Tiffin boxes through trains at peak hour,
also as per requirement of the customer they provide services on public holidays. But they
only get Rs. 200-300 per month per Tiffin from customer who contributes around Rs.
5000-6000 monthly income. But to live in city like Mumbai, this amount is not capable to
fulfill basic needs.
The aim of this question is to know opinion about their monthly income. The
question covers financial aspect of research work.
The 54% of Dabbawalas are satisfied with their salary, which are able to complete
their basic needs.
The remaining percentages of Dabbawalas i.e. 46% are not satisfied with their
salary which is unable to fulfill their basic needs.
DO YOU HAVE ENSURANCE COVER FOR YOUSELF?
YES 25 50%
NO 25 50%
Yes
50% 50%
No
DO YOU HAVE INSURANCE COVER FOR YOURSELF?
The object behind to ask this question is to know how may Dabbawalas thinks
about their life & do investment to secure it.
I got some good reply from them, many Dabbawalas are very conscious about their
life because they know risk gravity in their job. They want self protection & family
protection from uncertain events so they secured their life.
But 50% of Dabbawalas are not secured their life because they don't have
sufficient amount to invest in insurance. But they wish to invest in insurance.
They want government or association should do to secure their life or give them
insurance.
DO YOU HAVE INSURANCE COVER FOR YOURSELF?
The project behind to ask this question is to know how many Dabbawalas thinks
about life & do investment to secure it.
I got some good reply from them, many Dabbawalas are very conscious about
their life because they know risk gravity in their job. They want self protection & family
protection from uncertain events to they secured their life.
But 50% of Dabbawalas are not secured their life because they don't have
sufficient amount to invest in insurance. But they wish to invest in insurance.
They want government or association should do to secure their life or give them
insurance.
YES 0 0%
NO 50 100%
0%
Yes
No
100%
HAS ASSOCIATION INSURED YOUR LIFE?
The object behind to ask this question is that the Nature of their job is physical
they do field work so necessity of insurance cover is must fore them. To protect life of
each & every Dabbawala is prime responsibility of association ; but they unable to protect
life of all Dabbawalas ; because below income rate.
In received 100% negative answer for this question. Nutan Mumbai Tiffin Box
Supplier Association (NMTBSA) has not provided protection cover & not in the future
thinking about to give protection cover is all their members.
Member of the association are privately taking insurance cover from Life
Insurance Corporation (LIC) for their & repentant. They wish that association or
Government should provide them insurance cover at .................................. which they will
capable to pay.
OPTIONS ANSWER PERCENTAGE
YES 0 0%
NO 50 100%
0%
Yes
No
100%
DO YOU GET ANY RETIREMENT BENEFIT OR OLD AGE
BENEFIT FROM MMTBSA?
Northern Mumbai Tiffin Box Suppliers Association is not providing any retirement
benefit or old age benefit to their members. The frequency of this question's answer is
100% No. so I say it is 100% negative answer.
• Whatever monthly income they earn, they equally distributed within itself.
• If any Dabbawala want to retire or leave job, he can do by selling his clients to
association, that time association give him a lumsum amount; which is only source
of income for them after retirement or resignation.
Nutan Mumbai Tiffin Box Suppliers Association is not providing any retirement
benefit or old age benefit to their members. The frequency of this question's answer is
100% No. so I say it is 100% negative answer.
• Whatever monthly income they earn, they equally distributed within itself.
• If any Dabbawala want to retire or leave job, he can do by selling his clients to
association, that time association give him a lumsum amount; which is only source
of uncome for them after retirement or resignation.
YES 10 20%
NO 40 80%
20%
Yes
No
80%
AS PER NATURE OF JOB, HAD YOU FACE ANY INJURY DURING
YOUR WORK? IF YES, THEN PLEASE MENTION
The object behind to ask this question is to know risk gravity in their job. Doing
field work job in Mumbai city is too hectic, & handle time management side by side is
very impossible. So doing these kinds of job, what kind of problem they face & how they
tackle in was the prime aim behind this question.
20% of Dabbawala met with an accident in the course of duty. They also mention
reason of an accident. The reasons are as follows.
• The four wheeler struck to cycle at walkeshwer area at the time of delivering.
Tiffin boxes, hospitalized-leg, hand fractured.
• Due to continuous cycle riding theyface problem of pain in leg, chest (chamak -
motech)
The remaining 80% Dabbawala said that they know the art of riding cycle with carrying.
Tiffin boxes. But they are not denying that in the future they will not meet with an
accident. Means there is a lot of risk they carry at the time of delivering. Tiffin Boxes.
OTHER THAN NMTBSA, HAVE YOU BEEN WORKING
SOMEWHERE ELSE?
YES 06 12%
NO 44 88%
12%
Yes
No
88%
OTHER THAN NMTBSA, HAVE YOUR BEEN WORKING
SOMEWHERE ELSE?
The Dabbawalas are getting only Rs. 5000-6000 monthly. This amount is not sufficient to
live in Mumbai. The Dabbawalas family consists spouse, children, parents; all are totally
depends on them.
88% of Dabbawalas are not doing any work, because they completely tire after
doing daily work +& unable tot do other kind of part-time job.
22% of Dabbawalas who are young they do part-time job in morning or in evening.
Such as:
• Landing - unloading work- hamali in flawer market of Dadar & in other area
• Working as a Coompounder clinic-those who are educated they do part time work
clinic.
OPTIONS ANSWER PERCENTAGE
YES 47 94%
NO 1 2%
MEDIUM 2 4%
2% 4%
Yes
No
Medium
94%
Do You Satisfy working with nmtbsa?
This is the key question of this research work. The entire conclusion is depending
on it. The question gives exact statistical percentage of satisfied Dabbawalas.
This six sigma service providers are really satisfied or not is the main object
behind this question. The 94% of Dabbawalas are satisfied while working with
association. They feel prestige while working with Association. Their inner satisfaction is
reason behind their job satisfaction. "Service to customer is service to god" is formula
behind their job satisfaction.
Only 1% of Dabbawalas are not satisfied because they are educated & they feel
uncomfortable while working with association due to unemployment they came to this
profession. The nature of the job & risk involved in it is other reason behind their
dissatisfaction.
4% of Dabbawalas are given Medium reply i.e. they are 50-%0 percentage
satisfy & physical illness while working with association. They were confused while
deciding their job satisfaction level so they have given Medium (neutral) reply.
HOW DO YOU RATE YOUR EXPERIENCE WITH NMTBSA?
Excellent 27 54%
Good 14 28%
BAD 0 0%
Very Bad 0 0%
28%
54%
18%
This question helps to know about their past experience also to know about their
exact job satisfaction level.
The question gives idea about Dabbawalas opinion about their association; the
Dabbawalas are spending their work life with association so how they rate their experience
is the prime factor in this job satisfaction research.
The important thing is that no one marks on Bad & Very bad level of experience
with Association.
FINDINGS :
• Financial level :
The Dabbawalas are financially not sound they are earning only Rs. 5000-Rs.
6000 per month & their entire family is depending on them but research shows
that 54% of Dabbawalas are satisfy with their salary. Only 12% of Dabbawalas
are doing part time job to fulfill their basic needs.
• Family level :
There job is physical in nature so after doing full day duty they become tire &
unable do other kind of part time job. Their family members also work to
contribute in to family income.
• Personal level :
Only 50% of Dabbawalas has secured their life by taking private insurance
cover. The remaining 50% has not secured their life because of incapacity to pay
premium of insurance & illiteracy about social security. The association has not
secured their members life & also they do not provide any social security cover
to them. 100% no support from the association related social security cover.
Conclusions
Thus we have the unique system of delivery of lunch boxes in Mumbari for the
mumbaities. It is not a full fledge commercial organization, running business with primary
aim of profit, but rather that an organization with the aim of customer satisfaction. A very
true & excellent example of Hospitality.
The six sigma service providers & 100% customer satisfaction level achievers
are really satisfied. To know practically their job satisfaction level was the motto of these
research. & I would like to conclude that the six sigma service providers are really
satisfied with their job. The research has shown 94% satisfaction level. This is really
grateful .
Though they are earning very less amount from their business, though their job
is too hectic in nature, though they don't have any social security measures for their safety
but their glazing eyes shows they are satisfied with their job. Customer is God & service
to customer is as same as service to God. Their customer is satisfied so they are satisfied.
They called as Management Guru because of their core values, which are
• Work is Worship
• Annadan is Mahadan
• Time is Money
• Unity is Power
I would like to mention some opinions of Dabbawalas, what they said about their
job satisfaction.
• Work is worship. Whatever we earn after hard work is realsatisfaction for us. No
need how much we earn from it.
• Delivering Tiffing boxes is very difficult job which involved hard work.
Whatever we earn out of from it is not able to fulfill our basic needs. But such
social work brings happiness & satisfaction in our life. So we are satisfied.
I received a good supportive response from all Dabbawalas; they were ready to fill
up questionnaire form.
Association has not provided social security to them, but their team is their
strength which brings mutual understanding with each other & support.
There has not surety about getting yearly bonus, which is totally depends on
customers. Dabbawala never force their customers to pay bonus on Diwali occasion. Some
customers pay & some do not, but whatever amount they receive as a bonus they equally
distributed.
50% of Dabbawalas has insured their lives by taking insurance, remaining are
not capable to take insurance because their earning is less to invest in insurance. But they
wish to take insurance for their safety. 20% Dabbawalas had faced personal injury during
working hours. Many times they met with an accident on duty. So they know about
importance of insurance.
54% said their monthly salary is able to fulfill their basic needs, but not enough
to stay in a city like Mumbai. That means though they have poor financial background,
they are satisfied about their job. Money is not a motivational factor to them, their
associations core values are motivator behind their satisfaction.
Recommendation
Though the system has proved to be very veneficial for its customers & employees
but there are some kinds of limitations, these gaps should have to fill up by
adopting recommendations.
After completing this research there are some recommendations from the
Dabbawalas side & some from my own side, which are as follows :
• Insurance cover :
The NMTBSA should have to consult with different government agencies & put
forward their issues. Such as
The have to strengthen their activity & should collectively put forward their issues in front
of government.
• Expand Business :
They should have to expand their business & try to smart business in other kind of
service sector like courier services.
1% of Dabbawalas are not satisfied working with association because they are well
educated new generation & feel uncomfortable while doing field work. Due to
unemployment they forcefully came into these professions. If NMTBSA Start
providing services in new sector & give an opportunity to young generation then it will
definitely improve their morale & attain growth.
The Association should start adult education classes for uneducated & less educated
Dabbawalas. As per research data 12% Dabbaawalas are not educated. they never went
to shool. 18% Dabbawalas lies in 1st standard to 4th standard. & same percentage in 5th
standard to 7th standard. The average No. of Dabbawalas lies in 8th standard to 10tth
standard & their percentage is 44% so association should arrange Adult education
classes for Dabbawalas which provide basic education as well as market knowledge.
This will make them competitive to face global competition.
ANNEXURE
Questionnaire
• Name
• Education
• Married Unmarried
Yes No
Yes No
Yes No
• As per nature of job, had you face any injury during your work?
Yes No
• Do you get any retirement Benefit or old age benefit from NMTBSA?
Yes No
Yes No
Yes No Medium
Excellent
Very Good
Good
Bad
Very Bad
Signature
BIBLIOGRAPHY
PRIMARY DATA:
INTERVIEW :
WEB SITE :
www.myDabbawala.com
PROJECT REPROT :