Case Name :      Dabbawallahs of Mumbai (A)

Authors :           Larry Menor, Ramasastry Chandrasekhar

Source :             Ivey Publishing

Case ID :            904D11

Discipline :        Service Management

Case Length :    22 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

The president of the Nutan Mumbai Tiffin Box Suppliers Charity Trust had just returned to his office after meeting with Britain’s Prince Charles, who was on an official visit to Mumbai. The trust was the managing organization of the dabbawallah meal delivery network. The dabbawallah’s service was cited internationally by management scholars and industry executives as exemplary in supply chain and service management as well as delivery reliability. However, many observers now expressed concerns over the future viability of the dabbawallah’s service given the difficulty in duplicating its delivery network elsewhere, the emergence of other lunch competitors in Mumbai, and an array of environmental changes affecting both its customers and the workforce.