Case ID: R1112J     Solution ID: 33233

The Ordinary Heroes of the Taj Case Solution

Abstract

At the point when terrorists attacked the Indian city of Mumbai in 2008, representatives of the Taj Mumbai lodging showed remarkable valor. They put the security of visitors over their own particular prosperity, consequently gambling - and, at times, relinquishing - their lives. Deshpande, of Harvard Business School, and Raina, of the HBS India Research Center in Mumbai, show that this conduct was not just an emergency reaction. It was rather an indication of the Taj Group's profoundly established client driven culture that, the creators contend, different organizations can copy, both in outrageous conditions and amid times of commonality. The key elements of this Taj-style client centricity include: 1) a qualities driven enrollment framework that stresses honesty and obligation over ability and aptitudes; 2) preparing of client envoys who serve the visitor first and the organization second; and 3) an acknowledgment as-reward framework that qualities all around earned approvals - from clients, associates, and quick bosses - over cash and headway. Each of the three components has imperative elements and subtleties, which the authors investigate in detail so that your organization can take its cues.


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