Life Lessons from Dabbawallas The Dabbawallas deliver food to over 2,00,000 people daily in Mumbai. Through a symbol based system they have achieved nearly 100% customer satisfaction since 1890. Here is a overview of the treasure trove of life management lessons we can pick up from them. A tiffin box carries within it a complete meal. With the motto of “taking care of the health of our customers by providing home cooked food prepared by their loved ones” and “100% customer satisfaction with no errors,” as their goal, the dabbawallas are essentially delivery people – but exist in a professional class all of their own. Recognised by Forbes magazine for achieving Six Sigma quality certification in their business structure, commended by Prince Charles, lauded by world-class business leaders such as Sir Richard Branson (owner of the Virgin Group of companies), their leaders are often guest speakers at MBA institutes and universities. So, what is it about the dabbawallas that is so important for us to learn? Everything. Define a Higher Purpose The dabbawallas were founded in the late 19th century by Mahadev Bache, because the workforce of Mumbai was in dire need of proper means of having lunch. These workers would leave their homes early and no canteens and few restaurants made proper nourishment a difficulty. With so many diverse people moving into the area, a home cooked meal would suffice to meet their unique needs. Enter, the innovative delivery people who did not offer to cook a hundred varieties of food, but to provide them exactly what they needed; the warmth of a home cooked meal. In our daily lives, our actions are based upon impulse, moods or duties. Instead of pursuing a steady goal, our wavering mind decides which direction to pursue or which fire to put out. In the professional world, many are just waiting for the day to end while begrudgingly completing tasks. We rarely have goals more elaborate than ‘to make more money’ or simply to finish what we started. Without a greater goal our activities can have, at best, temporary results. But, if we take a seemingly ordinary activity and attach a greater purpose to it then it becomes the rocket fuel that can boost our lives into a superior plane of existence. The dabbawallas take goal setting to a new level; their focus is not just on food delivery, but primarily on maintaining the happiness and health of their customer. They ascertain this to a level, which most delivery people may not have thought of in their entire careers. And that is one of the biggest secrets to their level of customer satisfaction. Their recipients are able to tell, through the dedication and consistency of the service, that they do their job with pride and love. Culture of Success Do the clothes make the man? To a certain degree the answer is a resounding yes. We wear heavy coats in the winter, loose and comfortable clothes in the summer. But beyond that, even activities such as cooking require the donning of an apron, etc. The external preparations do not just assist in physical activity, they play a greater role to suit us up mentally, as well. The dabbawallas are required to wear a Gandhi cap and refrain from drinking alcohol during work hours. Not only that, absenteeism is also frowned upon and fined, if the reasons are not justified. If a rule is broken, the worker may be fined upwards of ₹1000. All workers earn around ₹5000 to 6000 a month, so such a hefty fine is a surefire guarantee to prevent any wayward indulgences. By setting a code of ethics and culture of work, we’re aligning our conduct with right over wrong. If there were no penalties for laziness, ignorance and mood swings, then we would not have an incentive to behave properly. Initially culture setting can take a long time, but once we firm ourselves up, it helps in creating good habits. Start with What You Know So, we have a goal, our work culture and now we get to the “how” of the equation. One of the leaders of the dabbawallas, Gangaram Talekar said, “error is horror,” and having that type of an attitude has led them to achieve a shocking error rate of only 1 in 16 million transactions. Perfection is not a goal, it is their daily achievement. Using a variety of symbols, colours and numbers on top of their aluminium tiffin boxes, it takes 3 to 4 people to transport a lunchbox from the customer’s home to their office. This would be possible for modern day e-commerce sites using easy to manage barcode systems, computerised databases and online communication tools. But about 50% of the dabbawallas are illiterate and so their entire system is dependent upon non-verbal cues. By train, foot and bicycles, they reach their destination. In the case of an emergency where a worker is absent or has fallen sick, there are always five replacements ready to complete the job. Many times we complain about the lack of resources in our inability to complete work. The clear lesson from the supply chain management perspective is that you use what you have to get you to your goal. And through interdependency and teamwork, it is always possible to come out on top. The dabbawallas are a classic example of the “start with what you know” principle. A systemic way to accomplish work is by utilising each person’s strengths and ensuring that there is a culture of mutual support. Purpose, teamwork, discipline and common culture unite the dabbawallas and make them excel like no other. We too can utilise the same principles and techniques to ascend to greater efficiency and a more satisfying life. Topicsculturegoalsettingteamworkvalues Quotes Lapses in spiritual practices indicate that your spiritual welfare is not a priority. Sensitivity and softness towards others are the virtues of the wise ones. The Mission will continue to grow. How about you? Gratitude and reverence for the Guru means being more alert in living the wisdom imparted by the Guru. View All #SadguruWhispers The Mission will continue to grow. How about you? Select category for which you wish you receive updates via email - SRMD Updates Wisdom Updates Subscribe for updates
