Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 181 views

    Group 1 - Section E - Terror at Taj

    Uploaded by

    Anisha Goyal
    The Taj Bombay hotel employees risked their lives to save guests during the 2008 Mumbai terrorist attacks for several reasons: 1) The Tata group culture instilled a strong sense of customer centricity and treating guests like family in employees. 2) Employees took pride in working for the prestigious Tata brand with its rich legacy and history. 3) The Tata way of thinking emphasized employee welfare and recognition, cultivating a sense of ownership among staff. However, expecting the same response from other hotel employees may not be likely, as the Tata culture is difficult to replicate.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Group 1 - Section E - Terror at Taj

    Uploaded by

    Anisha Goyal
    181 views11 pages
    The Taj Bombay hotel employees risked their lives to save guests during the 2008 Mumbai terrorist attacks for several reasons: 1) The Tata group culture instilled a strong sense of customer centricity and treating guests like family in employees. 2) Employees took pride in working for the prestigious Tata brand with its rich legacy and history. 3) The Tata way of thinking emphasized employee welfare and recognition, cultivating a sense of ownership among staff. However, expecting the same response from other hotel employees may not be likely, as the Tata culture is difficult to replicate.

    Original Description:

    Taj case solution business case study Harvard

    Original Title

    Group 1_Section E_Terror at Taj

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The Taj Bombay hotel employees risked their lives to save guests during the 2008 Mumbai terrorist attacks for several reasons: 1) The Tata group culture instilled a strong sense of customer centricity and treating guests like family in employees. 2) Employees took pride in working for the prestigious Tata brand with its rich legacy and history. 3) The Tata way of thinking emphasized employee welfare and recognition, cultivating a sense of ownership among staff. However, expecting the same response from other hotel employees may not be likely, as the Tata culture is difficult to replicate.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    181 views11 pages

    Group 1 - Section E - Terror at Taj

    Uploaded by

    Anisha Goyal
    The Taj Bombay hotel employees risked their lives to save guests during the 2008 Mumbai terrorist attacks for several reasons: 1) The Tata group culture instilled a strong sense of customer centricity and treating guests like family in employees. 2) Employees took pride in working for the prestigious Tata brand with its rich legacy and history. 3) The Tata way of thinking emphasized employee welfare and recognition, cultivating a sense of ownership among staff. However, expecting the same response from other hotel employees may not be likely, as the Tata culture is difficult to replicate.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    HUMAN RESOURCE MANAGEMENT

    Terror at the Taj Bombay:


    Customer-Centric Leadership
    ABHINAV GUPTA

    19/242

    ANISHA GOYAL

    19/246

    MEGHANA PRASHANTH

    19/270

    KAUSTUBH TIRPUDE

    19/264

    VIDISH VERMA

    19/297

    VISHAAL PATHAK

    19/299

    The Saga of Terror


    10 of LeT militants, Armed with AK-47,
    Grenades and low intensity bombs
    coordinated simultaneous attacks across
    Indias financial capital
    174 people have been reported as killed
    and 294-300 as injured

    Source: https://santoshsh123.files.wordpress.com/2008/11/mumbai_map.gif ; Terror at the Taj Bombay: Customer-Centric Leadership,HBR, Rohit Deshpande

    The Ordinary Heroes


    The attack started at 9:30 in the evening. Till 4 o'clock they were
    answering guest's calla. I think that speaks a lot, for hotel under
    attack.
    - Karambir Singh Kang, General Mgr., Taj Mahal Palace & Tower

    The easiest thing for our staff, to do at that point in time, was to drop
    whatever they were doing and run out of the hotel. Not one did that.
    -Abhijit Mukherji ,Executive Director ,Hotel Operations

    And the telephone departments fairly vulnerable, its just off the
    lobby...the became hub of the communication at that point. They
    were the ones calling every single guest room talking to the guests
    telling them to stay in, don't step out, lock the doors.
    - Ajoy K Misra, Sr. Vice President Sales & Marketing

    The closed the doors and they pushed their backs against the door so
    that they would be the first ones to take the bullets.
    -R K Krishna Kumar ,Vice Chair, Indian Hotels Co. LTD

    Who were they?

    The employees at the Taj, of course

    Where it all began


    See its very symbolic that he was not just the industrialist, he's
    not just somebody after profits. He kind of transcended
    business. He blended doing good business with doing good
    things.
    -R K Krishna Kumar ,Vice Chair, Indian Hotels Co. LTD

    "In a Tata company you had 8 hours work shifts in well


    ventilated workplaces...even before the Government of India
    instituted these as statutes or rules. So giving back to the
    employee and treating the employee as extremely important
    was a Tata way of thinking.
    -Abhijit Mukherji ,Executive Director ,Hotel Operations

    Jamsetji Tata, Founder, The Tata Group

    A Tata company or employee shall market the companys products and


    services on their own merits and shall not make unfair and misleading
    statements about competitors products and services

    Clause:3
    Competition
    Clause:1
    National interest

    Commitment to beneft the economic development of the countries in which it


    operates
    The companys management practices and business conduct shall beneft the
    country, localities and communities
    A Tata company shall respect the culture, customs and traditions of each
    country and region

    Clause:2
    Financial reporting and
    records

    A Tata company shall prepare and maintain its accounts fairly and accurately
    and in accordance with the accounting and fnancial reporting standards which
    represent the generally accepted guidelines, principles, standards, laws and
    regulations of the country in which the company conducts its business afair

    The Tata Code of Conduct

    Athithi Devo Bhavah


    Its a culture that's been transferred over several generations...a
    focus on the service culture; 'customer is god' and that got
    translated into the DNA of the company, its a part of the
    genetic code of the company. An unfailing commitment to look
    after the guests.
    -H. N.. Srinivas, Sr. V.P., Human Resource

    "That sense of looking at a guest as a friend, as somebody we


    want to share good things (with), seems to be the very
    characteristic of the Taj.
    -R K Krishna Kumar ,Vice Chair, Indian Hotels Co. LTD

    "You look for, frst, to a certain extent, nice people


    that really are not afraid of serving people...But i
    cant teach them to be nice. Or I cant teach them
    to have that type of spirit of ownership.
    -Raymond Bickson, CEO, Indian hotel Company
    Ltd.

    For employees at the Taj, the customer (guest) comes first


    This is reflected in their willingness to give away their lives to save the
    gguests

    The Tata groups recognizes its employees throughout the group as star
    performers
    They receive an award by the chairman himself at an award function held
    every two years

    Tata brand has been one of the oldest in the nation with rich history and
    unparalleled legacy
    Association with such a brand is a matter of pride for its employees

    CustomerCentric Values
    Employee
    Recognition
    Pride

    What prompted the Taj Bombay hotel


    employees to behave the way they did?

    Could this employee response have


    occurred at another hotel in Mumbai?
    Simply put, maybe not.
    To justify this, we have example of the Oberoi Trident
    Hotel which was attacked , though not to the extent of
    the Taj, on the same day.
    The Tata way of thinking has instilled in its employees a
    sense of ownership, which is difficult to imitate.
    Hence to expect the same results from the employees
    at other hotels is a bit improbable.

    References
    http://luxuryweb.com/html/doyenne_-_ingenue.html
    https://
    santoshsh123.files.wordpress.com/2008/11/mumbai_map
    .gif
    Terror at the Taj Bombay: Customer-Centric
    Leadership,HBR, Rohit Deshpande
    http://
    archive.indianexpress.com/picture-gallery/taj-heritagerestored/882-1.html
    http://indiatoday.intoday.in/story/Karambir+Kang:
    +Real+hero+at+Taj+Mahal+Hotel/1/21325.html

    Dhanyavaad

    You might also like