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Archive for October 1st, 2008

Some days ago, I read on the newspaper a particularly interesting piece of life, regarding Indian workers, in Mumbai (called before Bombay), interesting in the human link, it was supposed to be, and the daily kind attention for this job. Let me tell you what can be an awesome illustration of social link…

Red or beige shirt, aside hat, running faster than cars, sometimes too near touching it, hurrying against walkers which don’t go fast enough, and carrying lots of meal boxes, high weighted. They go and stop thoughout streets of Mumbai, delivering meals to employees at offices, banks, administrations and companies, on time, with an accurate scheduled that can suffer late, they run sometimes for total 40 miles a day), and are counted as 5.000 doing it and serving people.

In the aim of each employee’s desire, they serve meals looking after, tastes, religions cares and variety, between eleven and noon, every day, crossing and crossing again, with targeted sectors, Mumbai across streets, with hot meals in metal boxes. They (they are called “dabbahwallahs”) prepare in their homes several meals, put in boxes and separate into sectors, for delivering, on times, according to sheduled asks. Each attendant knows by heart its sector and customers in its zone. Their logic is perfect (and btw according to Forbes, ranked as a Six Sigma method, probably the most efficient, customer care and satisfaction, management method), they’re never wrong, making no mistakes. It comes to be a serious study case in the best business schools in the world. They follow accurate process codes to make a perfect delivering: no late, no missing, no alcohol…Serious people for serious job. To make the deal right, each box has codes, figures, letters to indicate to the sutler the right destination, the way to reach it, even with change of waiter in some cases. Every waiter follows an “initiation period” for 6 months, before getting plenty of job, and recruters are very vigilant about new ones.

That made my day. I’ve always had kind of admiration for innovation, creation and people who know how to “cope with it”, because of without any money, you can still have ideas and courage. Hope doesn’t make all, but it helps a lot. It seems like poverty, crowd, but hope, is more powerful than money, and take revenge against too many destabilized business. A real courage and success story, a lesson for humanity, share and kindness, a shortage of service relation care with customers, those who pay for it, like it, and ask for it again. In this kind of fidelity, there’s an invisible hand that guide us to be better, take care of each other, a social link that never goes out. I’m a fan, for sure, I’m voiceless facing the truth and so much simplicity, sometimes we forget…

To learn more : Wikipedia / CNN

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