HYDERABAD: Men wearing kurta pyjamas and the Gandhi cap and carrying heavy loads of lunch boxes is a common sight at railway stations in Mumbai.
They carry lunch boxes of customers to their places of work.
“The unique and immensely successful service industry of Mumbai dabbawalas can be replicated in any other city including Hyderabad,” said Dr Pawan G Agrawal, CEO, Mumbai Dabbawala Education Center.
Delivering a lecture on logistics and supply chain with reference to the Mumbai dabbawalas at the University of Hyderabad on Thursday, Agarwal said the dabbawalas, known for their teamwork and time management have been a case study material in top management schools of the world.
The 120-year-old highly specialized industry, thrives on keeping things simple and has been a part of the average Mumbaikar’s culture, he added.
“The margin of error according to studies is one in 16 million transactions and the service charge comes to around `350 a month,” explained Dr Agrawal.
The industry has not gone on strike except once for Anna Hazare’s national campaign against corruption.
Elaborating on the dabbawalas, Dr Agrawal said, “A husband and wife had fought over a minor issue and the wife made use of the dabba service to send a note to the husband’s office along with food to solve the issue,” adding that such free value-added services provided by dabbawalas go a long way in securing the trust of people.
“During my research I found some people would even send cash and gold in empty lunch boxes back home, as they thought it was safer than carrying in person,” he said.
The system works on a unique coding written on the boxes to be delivered, which has amused and puzzled management trainees across the world.
“50,000 people carrying four lakh lunch boxes without delay in crowded local trains and even during times of natural calamities is a wonder for many,” he quipped.
The fact that these dabbawalas do not receive extra benefits does not diminish their dedication.
Asked why the service sector was dominated by people from one community, he explained the president had to take guarantee about the new entrant and it was just convenient in case of members from the same community.
With increasing number of fast food joints coming up, Dr Agrawal does not see any risk or competition.
He said people do not get their home-made food in such places and end up spending more and there has been no decline in the industry in Mumbai.
Resourceful workers
The margin of error in delivery is one in 16 million transactions according to a study n Uses a unique coding system which dabbawalas follow diligently n 50,000 workers carry 4 lakh lunch boxes everyday in crowded local trains