Abstract

The Dabbawalas who provide a lunch delivery service in Mumbai have been in the business for over 100 years. In 1998, Forbes Global magazine conducted an analysis and gave them a Six Sigma rating of efficiency. The case examines how the Dabbawalas operate. It describes their delivery process and coding system and how they work as one team to achieve a common goal. The case also explores the future of the Dabbawalas’ service in light of the changing environment.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• A traditional business surviving threats from the external environment.

Keywords

Dabbawalas, lunch, delivery service, Mumbai, 100 years, Forbes, Global magazine, analysis, Six Sigma rating, efficiency, operate, delivery process, coding system, one team, common goal, future, Dabbawalas, changing environment