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“The Dabbawala System: On Time Delivery, Every Time,” HBS Case 9-610-059.
Harvard Business Review (2010)
  • Mona Sinha, Kennesaw State University
  • Thomke H Stefan, Harvard Business School
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.
  • Technology; Service Operations; Service Delivery; Logistics; Alignment; Management Systems; Human Resources; Innovation and Invention; Mumbai
Publication Date
February 8, 2010
Citation Information
Mona Sinha and Thomke H Stefan. "“The Dabbawala System: On Time Delivery, Every Time,” HBS Case 9-610-059." Harvard Business Review (2010)
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