I have been talking about the Dabbawalas of Mumbai for over 25 years; ever since I began my journey as an educator and trainer. In one of my modules, ‘Customer Care and You,’ the Dabbawalas and their Six Sigma level precision always draw admiration: Six Sigma quality assurance allows just 3.4 defects in a million opportunities, astonishingly one error in 16 million deliveries. I conduct this session at least twice a year and have written about them numerous times but recently, that long standing admiration culminated in reality –  meeting the Dabbawalas in person felt like a dream manifested. I have held up Mumbai’s Dabbawalas as the Gold Standard of customer care and operational brilliance. This meeting was as meaningful as it was inspiring, especially on a day that also marked my elder son’s birthday – 7^th September.

Their journey spanning over 135 years, is indeed a master class in discipline, teamwork, and purpose driven service. Started by Shri Mahadeo Havaji Bachche and operating since 1890 the Dabbawalas have mastered the art of delivering nearly 200000 home cooked meals daily across Mumbai with unmatched accuracy. Dressed in their signature ‘White outfits and Gandhi caps’, they symbolize humility, trust, and resilience; values that transcend industries and serve as guiding principles for many.

A living lesson in operational excellence

What sets the Dabbawalas apart is their near miraculous error rate which is fewer than 3.4 mistakes per million deliveries; equating to a 99.999999% accuracy rate. This level of precision rivals the most sophisticated Six Sigma standards, achieved without reliance on digital technology. Instead their success relies on a simple yet effective coding system, shared cultural values and a commitment to continuous improvement. Their operation demonstrates that operational excellence is rooted in shared purpose, discipline and trust; not necessarily complex technology. Now they are using social media to their advantage for example Whatsapp groups within members and each one having a group with his customers is of great help as information can be shared instantly. This can save a trip in case it is holiday or the customer has a lunch party to attend.

Core values rooted in community and tradition

The ethos of the Dabbawalas is deeply embedded in their origins. Drawing from rural Maharashtra their guiding principle is ‘Anna daan is maha daan’ – the act of donating food is the greatest charity. Their work transcends mere logistics; it is an act of service, community bonding, and humility. Their pride in their craft illuminates how purpose driven work elevates service experiences and builds genuine connections.

Celebrating a legacy of 135 years

The celebration at the Apeejay Institute of Hospitality and The Park Navi Mumbai marked more than an anniversary; it was a tribute to a legacy of dedication. The event was attended by the students and staff of AIH, team of The Park Navi Mumbai and Flurys. The programme featured anniversary celebrations of Dabbawalas with inspiring stories, demonstrations of their operational methods and heartfelt reflections – reminding all present that their success is rooted in tradition, innovation, and community values.

A floral tribute to welcome  the Dabbawallas to their MD and CEO who still carry out their duties of delivering dabbas,  by Mr. Rahul Makhija, General Manager, The Park Navi Mumbai and Mr. Shirish Bokde, Vice Principal, the Apeejay Institute of Hospitality. Dabbawalas delivered a powerful session highlighting their history, philosophy, business structure, functioning and growth over the years.

This was followed by the ceremonial cake cutting, and stories of their enduring influence on Mumbai and the world being shared over high tea. That’s when I also had a delightful conversation with the team of Dabbawallas. Got to know of the challenges they face, errors and how they were overcome and also the bond that they form with their customers. I learnt the terms like ‘Thumbs Up’ being used for the Dabbawalas as many of them were illiterate. Now they are educated up to 8^th standard and some going a little beyond. It was wonderful meeting Mr. Sandeep Gaikar (MD), Sunil Gawande (CEO), Sharad More (COO), Sanjay Kumbhar (Spokesperson), Pokerkar, a very senior Dabbawala and Rupesh Thakur (Coordinator); and listening to their inspirational stories. I feel truly enriched with the interesting anecdotes and surprise elements from them.

Lessons for hospitality and logistics sectors 

Their story teaches us that true excellence in hospitality is more than processes; it’s about heart, purpose, and a commitment to serve with humility, lessons that resonate deeply within hospitality:

• Customer centric philosophy:serving with humility and dedication, they embody the notion that ‘service is service to the divine.’
• Punctuality and discipline:their 99.999999% on time delivery rate underscores the importance of meticulous time management.
• Flat organizational structure:shared responsibility creates ownership and collective success.
• Purpose driven work:pride in their craft elevates every interaction, enriching customer experiences.
• Resilience and reliability:they deliver reliably, come rain or shine – setting a benchmark for service resilience.
• Simplicity and trust:their low tech, manual system proves that operational excellence hinges on values and shared understanding and not on complexity.
• Continuous learning:ongoing training and learning as an apprenticeship model ensures high standards and cultural alignment owing to their over a century legacy.

Global recognition and inspiration

Their impressive feats have attracted worldwide admiration. King Charles then Prince visited them in 2003. Sir Richard Branson experienced their service firsthand on a Mumbai train and Queen Maxima of the Netherlands engaged with their logistics marvel. Bollywood celebrities and international dignitaries have publicly celebrated their achievements elevating their status as global icons of efficient service.

A model for academic and business excellence 

The Dabbawalas are more than a Mumbai phenomenon; they are an academic case study and a blueprint for business excellence. Harvard Business School recognizes them as a ‘Six Sigma’ organization highlighting how teamwork, innovation, and customer focus explain their sustained success.

The way forward

To work towards their economic welfare, financial inclusion and safety a commercial company was established in 2017- the Dabbawala Enterprises Private Limited (DEPL) headquartered in Mumbai, the enterprise helps formalise and support the traditional Dabbawala network from a business services perspective.

DEPL represents the evolution of the Dabbawala tradition by adapting to modern business practices, exploring food processing startups, expanding to other cities may be, and tapping into organic food supply chains. This strategic shift positions the Dabbawalas not only as local legends but as growing entrepreneurs in the food and hospitality industry. The company aims to modernize the iconic lunchbox delivery system while preserving its core values and operational excellence ensuring sustainable growth and livelihoods for its members.

It was wonderful to listen to the inspiring journey of the Dabbawallas of Mumbai. I urge colleges, corporates and hospitality organizations to invite them for a truly eye opening session and lessons in true customer care.

“For the Dabbawalas, true service excellence is achieved through relentless perseverance—delivering trust, dedication, and commitment with unwavering consistency in every box.”