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    Case Study Analysis: The Ordinary Heroes of The Taj PDF

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    Aanchal Mahajan
    The document analyzes the organizational culture of the Taj Mahal Palace hotel in Mumbai through a case study. It discusses how the hotel's culture of putting customers first was demonstrated when staff risked their lives to save guests during the 2008 terrorist attacks. The culture is driven by values-based recruitment, extensive training that frames employees as customer ambassadors, and an employee reward system linking good service to recognition and rewards. This strong customer-centric culture is what prompted employees to prioritize guest safety over their own during the crisis.

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    Case Study Analysis: The Ordinary Heroes of The Taj PDF

    Uploaded by

    Aanchal Mahajan
    2K views2 pages
    The document analyzes the organizational culture of the Taj Mahal Palace hotel in Mumbai through a case study. It discusses how the hotel's culture of putting customers first was demonstrated when staff risked their lives to save guests during the 2008 terrorist attacks. The culture is driven by values-based recruitment, extensive training that frames employees as customer ambassadors, and an employee reward system linking good service to recognition and rewards. This strong customer-centric culture is what prompted employees to prioritize guest safety over their own during the crisis.

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    Case Study Analysis: the Taj

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    Case Study Analysis: the ordinary heroes of the Taj.pdf

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    The document analyzes the organizational culture of the Taj Mahal Palace hotel in Mumbai through a case study. It discusses how the hotel's culture of putting customers first was demonstrated when staff risked their lives to save guests during the 2008 terrorist attacks. The culture is driven by values-based recruitment, extensive training that frames employees as customer ambassadors, and an employee reward system linking good service to recognition and rewards. This strong customer-centric culture is what prompted employees to prioritize guest safety over their own during the crisis.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    2K views2 pages

    Case Study Analysis: The Ordinary Heroes of The Taj PDF

    Uploaded by

    Aanchal Mahajan
    The document analyzes the organizational culture of the Taj Mahal Palace hotel in Mumbai through a case study. It discusses how the hotel's culture of putting customers first was demonstrated when staff risked their lives to save guests during the 2008 terrorist attacks. The culture is driven by values-based recruitment, extensive training that frames employees as customer ambassadors, and an employee reward system linking good service to recognition and rewards. This strong customer-centric culture is what prompted employees to prioritize guest safety over their own during the crisis.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 2

    Case Study Analysis

    The Ordinary Heroes of the Taj


    By Rohit Deshpande & Anjali Raina

    Introduction
    Organizational Culture is a system of shared values, Beliefs and assumptions, which drives
    the behavior of an employee in an organization. Every organization develops and maintains a
    unique culture, which provides guidelines and boundaries for the behavior of the members of
    the organization. A strong organization culture helps an organization stand out from the rest.
    The Taj Mahal Palace hotel in Mumbai (The Taj Mumbai) stands out with its unique
    organizational culture. The Taj is highly known for its customer-centric work environment.
    They proved their utmost loyalty towards customer at the time of 26/11 attack. The staff
    members kept the lives of guest above their own lives and remained calm and optimistic
    under extreme pressure. The Taj Mumbai’s general manager – Karambir Singh Kang also
    stated “If the hotel goes down, I will be the last man out.” Even a 24-year-old banquet
    manager, Mallika Jagad, probably the youngest person, was still doing her job. All staff
    members were engaged in saving lives of customers and as many as 11 employees laid their
    lives while helping guests to escape. This shows their extreme dedication.

    SWOT Analysis
    Strengths:
    The Taj Mumbai has an extreme customer centric culture, where employees are willing to do
    almost anything for guests. The ultimate test – 26/11 attack – turn its employees into a band
    of ordinary heroes.
    The Taj has a reward system for employees that links customer delight to employee rewards,
    namely – Special Thanks and Recognition System (STARS). This idea increased the customer
    retention rate because employees felt that their contributions were valued.
    Weakness:
    High cost of maintenance due to its widespread operation i.e. operating 108 hotels in 12
    countries. It can also be inferred from the instance stated in article – of an irate guest – the
    employee did her best to mollify an angry guest, so that she would return to the Taj.
    Opportunity:
    Targeting tier-2 cities is an opportunity for the Taj. Not all hotels can expand to tier-2 cities,
    the Taj has a highly loyal employee base which makes a unique proposition to expand and
    gain more customers.
    Threats:
    Threat to the Taj is other high ended hotels, which have a large loyal customer base.
    E.g. Oberoi, Radisson, etc.
    Issue and Analysis:
    According to my understanding, the main issue raised here is:
    What prompted employees to put the lives of guest above their own?
    The employees were highly dedicated due to the customer centric organization culture
    adopted by the Taj. The main reason behind maintaining this culture are:
    • Values – Driven Recruitment System
    • Training Customer Ambassador
    • Employee Reward System
    The Taj hires most of its staff from smaller cities and towns because, as per article, that’s
    where traditional Indian value lies; and the people from towns are likely to be loyal to the
    company and customers. The recruiters mainly look for three traits: respect for elders,
    cheerfulness and neediness.
    The Taj training programs not only motivate employees, but they also create a favorable
    organizational culture. The training provided to them is for 18 months, class room and on the
    job operations training.
    The reward system that the Taj follows increases the value of its employees. The STARS
    reward system created an extraordinary service culture for its employees.

    Submitted by:
    Aanchal Mahajan
    202022027

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