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
being BBC, MTV, CIIT, PRINCE CHARLES & BRITAIN CHAIRPERSON OF
VIRGIN AIRLINE COMPANY & OTHER TOP MANAGEMENT COMPANIES &
SCHOOLS. 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
achievement of SIX SIGMA RATING.

Dabbawalas fascinating. For instance the Berkeley University in California teaches

the logistic system of Dabbawalas as a case study in one of their business
management programs and many Indian business schools and industry associations
have the Dabbawala logistics system in their case-study agenda. In 1998 two Dutch
filmmakers, Jascha De Wilde and Chris Relleke, made a documentary called
"Dabbawalas, Mumbai's unique lunch service" and in 2001, the Christian Science
Monitor, the Boston-based newspaper, covered the Dabbawalas in an article called
"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 distance carried)
is about $11 a month. Which is why technology is needed to 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
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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.

INTRODUCTION TO THE 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!
The research has conducted to solve following Problem:

The first problem is to know the job satisfaction level of the Dabbawala.
Previously many B-schools has done project on Dabbawalas service, they
appreciated the service of the Dabbawala but in the conclusion they stated that

the six sigma service providers are poor & not job satisfied workers. So to
know practically & statistically job satisfaction level of the Dabbawala.
To know about their demands which they want to fulfil.

REVIEW OF LITERATURE

Describes the Mumbai-based Dabbawala organization, which achieves very high

service performance (6 Sigma equivalent or better) with a low-cost and very simple
operating system. The case explores all aspects of their system (mission, information
management, material flows, human resource system, processes, etc.) and the
challenges that the Dabbawala organization faces in a rapidly changing environment.
An outside consultant proposes the introduction of new technologies and management
systems, while the leading logistics companies (e.g., FedEx) come to Mumbai to learn
about the Dabbawala system.
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NEED AND PURPOSE OF THE STUDY

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 :

Dabbawala are financially sound or not.

Whatever salary they drawn which are able to solve their basic necessities or
not.
To know about, effect of financial level on job satisfaction.

Family level :

Dabbawala family consist his spouse, children's, parents which are totally
depends on them.
Each & every Dabbawala first aim is to fulfill demands of their family
members.
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 :
Some customers also want service on Sundays & public holidays so as per the
customer wish Dabbawala provides services on those days by keeping asides their
personal interest.

The Dabbawala satisfaction Survey

New generation are well educated but unemployment compel them to do same
business.
So, to know effect of self satisfaction of Dabbawala on their job satisfaction
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 THE STUDY

A particular study should be taken up bearing in the mind that the objective behind
should be throughly accomplished. A study without the purpose isnt study at all.
The following are the objectives of the study:

To study job satisfaction level of Dabbawala

To examine how the Dabbawala operate

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To study how operations management Dabbawalaof mumbai perform an

amazing role in procurement and distributions of tiffins to thier clents from
which one can learn many critical issues of supply chain, distribution and
logistics management.This project mainly dwells on the examination of thier
operations and achivement of almost zero-fault performance including their
problems and prospects in this changing environment of thier business. They
work as a team to achieve a common goal with a cent percent accuracy.
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To explore the problems and prospects of the dabbawala service in the light of
changing environment.

SCOPE OF THE STUDY

Location is NMTBSA office at grant road station west of Mumbai suburban

area.

METHODOLOGY

Data are collected from primary source

Method of data collection is survey & questionnaire. (questionnaire are design

in a local language which are understood by most of the Dabbawals)

In editing work the questionnaires which are not completely filled up are
rejected also the Dabbawala who has less than 1 year experience their
feedback also not considered.

Under coding system 16 question are framed in one question form, consist
"yes-no" type questions; "objective" type questions & few are "brief"
questions.

DATA COLLECTION :

Data are collected from primary and secondary source

Method of data collection is survey & questionnaire. (questionnaire are design

in a local language which are understood by most of the Dabbawals)

In editing work the questionnaires which are not completely filled up are
rejected also the Dabbawala who has less than 1 year experience their
feedback also not considered.

Under coding system 16 question are framed in one question form, consist
"yes-no" type questions; "objective" type questions & few are "brief"
questions.

SAMPLING PLAN

Survey method of research is used & as per survey method questionnaire is

formed.
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Questionnaire is design in a local language which is able to understand them.

The all type of Dabbawala who are working in different categories in the
association has selected for sampling.

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.

CHAPTERIZATION

First chapter highlights on basic information regarding Dabbawala such as review of

the literature which contains information about previous research conducted on
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customer satisfaction and their findings from the research, chapter also include the
objectives of the study. Chapter also consist methodology used in the research for data
collection and sampling technique.
Second chapter is all about the industry profile and company information of
Dabbawala, which includes the growth of the company, product profile of the
company, size and form of organization. Chapter also throws strength, weakness,
opportunity and threat and the Porter five forces for the Dabbawala.
Third chapter highlighted on theoretical aspect on my research topic i.e 5rs of
logisctics, what is logistics, what is supply chain management, what is six sigma.
Fourth chapter of this report includes the analyses and interpretation of the data
with the help of some statistical tools like tables and pie diagrams, which helps to
analyze the data with minimum time and less expertise, all the data collected with the
help of the questionnaire.
Fifth chapter consists of finding from the research and some recommendation for
the Dabbawala. And finally conclusion is given in this chapter to summarized entire
report.