Looking at the Mumbai Dabbwalas’ social service, I feel that successful businesses in India and around the world are not necessarily run by managers passing out of IIMs. Popularly known as Mumbai’s Dabbawallas, they show us how their establishment is managed to supply, without any hitches, 2,00,000 lunch boxes everyday in the busy metropolis of Mumbai.
Dabbawalas are indeed management gurus. They prove how no formal education but intuition and planning can help to achieve great results. The corporate ideals of teamwork, dedication and accuracy are reflected with a whole new perspective. They are perfect example of an important principle of both business and management viz, the thirst to serve customers in a simple yet effective fashion without falling into the technology trap. I think this is an aspect which needs to be re-learnt and implemented in any organisation today. There is a three-point formula behind their success – that is of discipline, code of conduct and hard work. The only thing that differentiates them from other organisations is the utmost importance which they give to customers’ satisfaction. The most surprising thing is that without any technological backup and logistical support, they perform their duty with utmost precision.
In terms of employment or in terms of gaining new customer, recommendation plays an important part in the entire eco-system. The satisfied customers proudly refer their friends and relatives to these Dabbawalas. I feel, we can learn lot about the time management and marketing from Dabbawalas. Don’t we?
Hats Off to Mumbai Dabbawalas.
(The views expressed by the author in the article are his/her own.)
