6 Sigma / ISO 9001 quality from Mumbai’s semi-literate dabbawallas

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Major corporations struggle to deliver high quality services, and small businesses learn through repeated ‘trial and error’, and yet 5000 semi-literate lunchbox carriers in Mumbai can lose just one 1 in 6 million ‘tiffins’ that, as a united organism, they deliver from the client’s home, to their workplace, and back to home again. I’m on a flight from Melbourne to Kuala Lumpur at…

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