The Dabbawalla’s secret
Posted by anup on April 10, 2007
Came across a very timely blog by Seth Godin, that I thought complemented Anuj’s blog on what to do in a startup very well…read on..
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Zaki points us to the phenomenon of the Dabbawalla. These men deliver thousands of lunches every single day in Mumbai… from the person’s home to their office, hot and fresh. The reported error rate is one in six million. How is this possible? How do you create and run a service with thousand of employees, no technology and a poorly-educated workforce and have better than six sigma quality? Simple: the dabbawallas know their customers. If they rotated the people around, it would never work. There’s trust, and along with the trust is responsibility. By creating a flat organization and building relationships, the system even survives monsoon season.
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Salute to the master is all I can add 