The Lunchbox: Mumbai’s Dabbawalas as the City's Lifeline
Mumbai, the city of dreams is known for its diverse and dynamic identity. Among the popular hustle and bustle that Mumbai is often known for, there exists a lesser acknowledged service working in the undercurrents of the well known traffic and railways- the ‘Mumbai Dabbawalas’. This 134 year old system run by dedicated individuals operates a highly sustainable and efficient meal delivery service which is recognised and studied by reputed institutions such as Indian Institutes of Management, Stanford Graduate School of Business and Harvard Business School to name a few ( Gopal Manjrekar, 2007; Heskett, 2008; Thomke, 2006;).
In July 2005, the infamous floods led to the city being submerged under nearly 900 mm of rainfall in a single day, resulting in one of the rare moments in history, when the "city that never sleeps" was brought to a standstill. Transportation systems were paralyzed, businesses shut down, and millions were left stranded. However, the dabbawalas, embodying the city's resilient spirit, quickly resumed operations despite the heavy rains. They ensured the delivery of home-cooked meals, feeding the stranded workforce. Their resilience garnered national and international attention, showcasing their unwavering dedication (Tahseen, 2018).
One might wonder, how such a system originates and sustains itself over the years? The origin of the services of the dabbawallas dates back decades prior during the 19th century, when the Parsi and British working class wanted to enjoy home cooked meals in their respective offices. It was Mahadeo Havaji Bachche who took the responsibility to fulfil this demand, becoming the first ever dabbawala. Bachche further took this opportunity to establish a lunch delivery service with 100 dabbawalas to cater to the increasing demands. Presently, the demand for such delivery service increased to an army of 5000 dabbawalas who tirelessly provide home cooked meals each day to the working population (Mumbai Dabbawala, n.d.).
The recruitment of dabbawalas starts with a training period of three months where the new recruits learn the working and crucial intricacies of the system. This training includes a complex coding system using colours, code number and symbols to help them identify and navigate the origin of the tiffins and also deliver them to the correct destination. For instance, the letter ‘S’ denotes Mira Road station while the number ‘11’ stands for which station it needs to be delivered i.e., Churchgate station and so on. The significant reason for using such an exclusive system of codes and symbols is because the majority of the workers belong from socio economically weaker backgrounds, with limited access to education. This system thus ensures that individuals with no educational background can join the army of dabbawalas (Streamlyn Academy, 2023).
In the present era which is dominated by food delivery giants that offer a wide variety of cuisines from various restaurants, there arises a question regarding the relevance and stand of the Mumbai Dabbawalas. These modern services also promise meals within minutes which might lead to the assumption that their occupation is under threat. However, the Dabbawalas do not view these delivery giants as competition. Instead, they highlight how their services provide something exclusive- on time delivery of fresh, home cooked meals which cannot be delivered by commercial food outlets. The meals curated and delivered are carefully prepared in hygienic environments of the customers’ homes. It also ensures that they meet their personal nutritional requirements too which unlike fast food restaurants contain fats, preservatives and sodium.
The Harvard Business School (HBS) conducted a study on this intricate system and graded it ‘Six Sigma’. This grade implies that the organisation makes fewer than 3.4 mistakes per million transactions, meaning that the organisation that makes more than 200,000 deliveries per day which translates to around 400 missing or delayed deliveries of dabbas in a year. This is an astonishing achievement in a city as chaotic as Mumbai. The system maintains a near-perfect record especially without the use of modern technology (Thomke, 2006).
They are also constantly updating and evolving themselves.. They are now open to venturing into collaborations with delivery apps too as such apps approach them to work part time jobs after they finish their deliveries. Big companies such as Swiggy have been in constant contact with these dabbawalas for their expertise in the field. They have exclusive information about the nooks and corners of each locality which the Google Maps are not aware of. Such in-depth information has helped these food delivery apps lower their delivery times (Gent, 2022).
In October 2020, the dabbawalas launched their official website, digitaldabbawala.com. This platform consolidates information on all their delivery organisations and introduces a more digital approach to their services. The following month, in November 2020, they launched the Dabbawala app, designed to simplify the food delivery process, making it more accessible and convenient for users. The app allows customers to enter their location, and it instantly displays a list of restaurants that deliver to that area. Users can search for restaurants by cuisine, menu, or name, making it easier to find what they're craving. Once the desired meal is selected, customers can place their orders online without incurring any extra charges. In addition to food delivery, the app offers special deals, coupons, and 24/7 customer support for a seamless experience (Gent, 2022).
The shift towards digitalisation among the dabbawalas has been largely driven by financial struggles and job uncertainty, particularly in the context of modernisation and the increasing formalisation of the gig economy and other informal sectors. Traditionally, the dabbawalas operated within a largely informal framework, delivering home-cooked meals to office workers in Mumbai. However, after the rise of online delivery apps the dabbawalas have seen a drastic reduction in customers, impacting their income. Additionally, the COVID-19 pandemic hit their business hard, due to fewer people commuting to offices, further diminishing demands for their services.
Thus, this shift has not merely been a choice but a necessity for the dabbawalas for them to remain relevant. The failure to adapt to such digitalisation would result in their obsolescence. By embracing technology, the dabbawalas can ensure that they remain in the competition and cater to the customers who are now relying on the online services. With the launch of their websites and application, they have transitioned into a formalised, “structured” economy. This opens them up to be able to access a broader customer base and a pathway to be integrated into a larger digital ecosystem.
In a bid to expand their services, the dabbawalas have also ventured into other digital services, such as electronic registration of marriages and property. Customers can now place their lunch orders through the website and choose between monthly or annual subscription models, marking a significant evolution of their traditional services into the digital age while staying true to their core values of timely, nutritious meal delivery.
In conclusion, the Mumbai Dabbawalas represent far more than just a meal delivery service; they are a symbol of the city's resilience, efficiency, and community spirit. For over a century, they have catered to the needs of office-goers, ensuring fresh, home-cooked meals are delivered with precision and care. Their services are not only vital to the working population but also play a subtle yet significant role in the economy, supporting thousands of livelihoods and promoting healthier eating habits. The dabbawalas' ability to adapt, as demonstrated by their transition into the digital space with their website and app, highlights their ongoing relevance even in the 21st century.
It is essential that the contributions of the dabbawalas , a core group of the invisibilized labour workforce that sustains the working of the city that never sleeps, receive the same recognition as Mumbai's other icons, such as its local trains, bustling traffic, and beloved vada pav. Their work is an integral part of the city's fabric, and as such, their role should be celebrated and highlighted for their invaluable contribution to the daily life and economy of Mumbai.
References
Admin. (2023, September 28). Popular Mumbai Dabbawalas Case Study-2023. Streamlyn Academy. https://streamlynacademy.com/blog/mumbai-dabbawala-case-study/
Gent, E. (2022, February 24). The unsurpassed 125-year-old network that feeds Mumbai. https://www.bbc.com/future/article/20170114-the-125-year-old-network-that-keeps-mumbai-going
Gross, L. (2021, February 22). Inside Mumbai’s 125-year-old food delivery system | Adventure.com. Adventure.com. https://adventure.com/dabbawalas-mumbai-india/
Thomke, Stefan H., and Mona Sinha. "The Dabbawala System: On-Time Delivery, Every Time."
Harvard Business School Case 610-059, February 2010. (Revised January 2013.)
Gopal, A., & Manjrekar, P. (2007). The Mumbai dabbawalas: Achieving the unachievable. Indian
Institute of Management Ahmedabad.
Heskett, J. L. (2008). The Mumbai dabbawala (A): Unmatched execution (Case Study No. GS-63).
Stanford Graduate School of Business.
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