Case notes: ”The Dabbawala System: On-Time Delivery, Every Time”

Summary of main issues
The Dabbawala system is a unique lunch delivery system, with an outstanding accuracy in delivery time. A main issue in the case is the identification of ways to improve the use of technology in the business, balanced with a technology aversion among the employees. It is not only a matter of the employees not being willing to adopt technology in their work procedures, though, the issue is further complicated by the technical as well as academic illiteracy among staff members. Another central issue is the delicate balance between exploring ways to expand business and avoiding to compromise the core service.

Generation and evaluation of main issues
The Dabbawala managing committee is in a phase of consideration of whether to expand into new areas or to increase efficiency. They have considered such things as:

Increased use of technology
The Dabbawalas use of technology is very limited. Anil Joshi wants to open up for online payment on the website as well as start a cell phone texting service for order inquiries.
→Problem: In the consideration of implementing technology in the Dabbawala system, Anil Joshi is faced with the very simple hurdle that most of his employees do not own a cell phone, and would not know how to operate it even if one was provided to them.

Delivering dabbas on motorcycles
It has been suggested that the Dabbawalas use motorcycles instead of bicycles, in order to increase efficiency.
→ Problem: Using motorcycles would require the staff to learn to ride them just as it would involve costs, which would ultimately cause a price increase.

In the consideration of these different service and process innovations, it is crucial for the Dabbawalas to focus on what their core service is. As summarized by one of their regular customers, the Dabbawalas’