Mumbai lunch box delivery system: A transferable benchmark in urban logistics?

This paper presents findings of a freight transport study carried out for Mumbai city (India). Based on the case study of lunch box delivery system organized by the Mumbai dabbawalas, demonstrated that an informal sector was capable of developing an urban logistics system that was precise, reliable and affordable to the middle class society in Mumbai. These facts suggest an approach based on adapting logistics solutions harmoniously to the urban landscape, public policy, infrastructure and skill sets of the company's employees in order to be attractive to the end customer, offering a good match between supply and demand i.e., consumer and producer satisfaction. At the same time logistics solutions should evolve continuously in order to be attractive to the core customer base and should be customer driven. These basic management principles can be applied in the management of other urban logistics companies in the world over.