VK, This is a good example of six sigma (as they do it right 99.999%) or even lean six sigma (no waste, all the steps are value-added where the customer pays for it). They are able to meet the end goals "spec limits" set by the customer and the customers are satisfied. Though they don't practice six sigma or lean, I wonder what if they do follow...may be they achieve 99.999999%. See the following power point, it explains all about this process. />http://www.slideshare.net/targetseo/mumbais-dabbawalas-amazing-management-success-story-india Regards, Karthik