HBSP (USA)
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Mumbai's Models of Service Excellence
Thomke, StefanArticle HBS-R1211K-EService and Operations ManagementThink you need exceptional employees, advanced IT, or rigid controls to build a high-performance organization? The dabbawalas of Mumbai prove otherwise. Six days a week, these 5,000 self-managed, semiliterate workers deliver upwards of 130,000 lunches from customers' homes to their offices with astonishing precision--negotiating the crowded city by train, bicycle, and handcart, without the aid of any technology or even cell phones. The 100-year-o...Starting at €8.20
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On-Time Delivery, Every Time (Spanish version)
Thomke, Stefan; Sinha, MonaCase HBS-612S03Service and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). 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, process...Starting at €8.20
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The Dabbawala System: On-Time Delivery, Every Time
Thomke, Stefan; Sinha, MonaCase HBS-610059-EService and Operations ManagementThe Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). 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, process...Starting at €8.20
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The Dabbawala System: On-Time Delivery, Every Time , Teaching Note
Thomke, StefanTeaching Note HBS-613062-EService and Operations ManagementTeaching Note for 610059Starting at €0.00