Mumbai Dabbawala

1. Case Study: The
Annapoorna Dabbawalla
company Ltd. (ADC)
T.R.VISHAL (2T3-37)
B.CHANDRA SHEKAR REDDY (2T3-06)
M. SHABERISH

2. 1. Identify some of the important changes (shifts)
taking place in the target segments of ADC.
•In 1960’s banks timings changed.
•In 1980’s textile mills were closed down on a large scale.
•In 1990’s fast food chains and roadside ‘quick-bite’ restaurants emerged.
•Rising trend of women going to work.
•Offices and workplaces tend to have good quality canteens and food courts.

3. 2. Compare and contrast the services of Annapurna Dabbawalla with
those of fast food chains and roadside 'quick-bite' restaurants in and
around office localities
Classification Type Annapurna Fast Food, ‘quick-bite’
Degree of Tangibility of the Service Less, its only a service, delivery of
tiffin box.
More, as food in a restaurant is a
tangible thing.
The service is directed at the
customer or his possessions
To his possession, as the food cooked
at customers home is sent to office.
To the customer, as food is served by
the provider.
The time and place of service Delivery More convenient as tiffin box arrives
at office and reaches home.
Less convenient as he/she has to visit
the hotel or fast food center.
Level of customization vs
standardization
More Standardization, less
customization.
More customization and Less
standardization.
Formal or Informal relationship with
customers
More formal relationship as food is
collected from home and sent to
office.
Less formal relationship as no data of
the customer is maintained.
Extent to which demand and supply
fluctuate
No much impact Fluctuations between demand and
supply
Interaction with people or inanimate
objects/environment
Less interaction with environment, as
food is delivered to the office of the
customer without any involvement of
him/her in between.
More interaction, as the customer has
to go to the premises of the provider.

4. 3. Compare and contrast the following
services, using the classification system given in
pages 8 and 9 of the textbook.

5. The degree of tangibility of Service
Tangible
Intangible
Hotels
Beauty
saloons
Hospital
Services Advertising
Airlines
Legal services
Banking services
Investment advisory services.
Airlines
Hotels

6. Whether the service is directed at the
customer or his possessions
Participation
Possession
Hotels
Beauty
saloons
Hospital
Services
Advertising
Airlines
Legal services
Banking services
Investment advisory services.
Banking services
Investment advisory services.

7. The time and place of service Delivery
Providers
Location
Customers
Location
Hotels
Beauty
saloons
Hospital
Services
Advertising
Airlines
Legal services
Banking services
Investment advisory services.
Legal services
Banking services

8. Level of Customization Vs
Standardization
Customization
Standardization
Hotels
Beauty
saloons
Hospital
Services
Advertising
Airlines
Legal services
Banking services
Investment advisory services. Hospital
Services

9. Relationship with customers
Formal
Relationship
Hotels
Beauty
saloonsHospital
Services
Advertising
Airlines
Legal services
Banking services
Investment advisory services.
Informal
Relationship

10. Extent to which demand and supply
Fluctuate
Steady
Demand
Fluctuating
Demand
Hotels
Beauty
saloons
Hospital
Services
Advertising
Airlines
Legal services
Banking services
Investment advisory services.

11. Interaction with people or Inanimate
Objects/Environment
Consumer
contact
required
Hotels
Beauty
saloons
Hospital
Services
Advertising
Airlines
Legal services
Banking services
Investment advisory services.
Consumer
contact not
required

12. Thank You!!!!!