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Abstract

Technology assumes lot of significance in the present world especially in the business field where many complex issues are solved and resolved using technology. Many people are of the opinion that technology is indispensible when it comes to logistics and quality service. This hypothesis is proved wrong by Mumbai Dabbawalas who have been serving home cooked food in lunch boxes to around 200000 office goers for the past 100 years. It is interesting to note that the Dabbawalas carrying the lunch boxes are not e-literates or literates. Though they are not techno savvy, yet have a proven track of rendering services with almost hundred percent accuracy. It is a fact that organisations work hard and harder for 3 and 4 Sigma certification and the staff is made to learn management courses to implement the tools to achieve it. Hence it is felt interesting and necessary to study the success story of Dabbawalas, an organisation certified with 6 Sigma certification, without even knowing what it is and without applying for it. A structured questionnaire has been administered to 300 respondents and the primary data so collected have been analysed using data reduction technique to extract the factors influencing the success of this poorly literate community that serves the customers at surprisingly low and affordable rates. A SWOC Analysis has been carried out. It is found from the study that the Dabbawalas made it a point that with commitment, discipline and a methodical approach as the wherewithal, one would be able to render superior quality service. These Dabbawalas proved that one need not possess extraordinary talent or a technical qualification when the system is right and efforts are unified and coordinated. 

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