hbr case study by rohit deshpande -...

Monday, July 14, 2014 DR VN BRIMS Side 1

HBR – Case Study by Rohit Deshpande

Presented by : Deepak Agnihotri, Sukhada Tambe, Suman Mathur

Title : “Leadership from below”

Why did the Taj employees stay at their posts, jeopardizingtheir safety in order to save hotel guests? And is this level ofloyalty and dedication something that can be replicated andscaled elsewhere?

Taj employees carry a sense of loyalty to the hotel, and asense of responsibility to the guests. Explain

In India and the developing World, there’s a much morepaternalistic equation between employer and employeethat creates a kinship. Long length of service is recognisedand rewarded by top management. Justify the pros and consof this aspect with the help of the case study.



Why did the Taj employees stay at

their posts, jeopardizing their safety

in order to save hotel guests? And

is this level of loyalty and dedication

something that can be replicated

and scaled elsewhere?

Guest Evacuation - Mallika Jagad

Telephone operators

Kitchen staff


India’s ancient culture – “Atithi Devo Bhava”

Values of the house of Tata

Historical roots in patriotic movement for free India

Building customer centricity for giving service through training



Taj employees carry a sense of

loyalty to the hotel, and a sense of

responsibility to the guests. Explain.

Value driven recruitment system-respect for elders, cheerfulness, needy

Battery of tests – domain knowledge, psychometric profiles, sense of values and desire to contribute

Managers are recruited – integrity, ability to work consistently, conscientiously – to always put guests first, to respond beyond the call of duty, and to work well under pressure

Customer ambassadors


Employee Empowerment – unsupervised

environment

Energising and making them feel in command

Shift in the perspective of an employee to respond

to situations



In India and the developing World,

there’s a much more paternalistic

equation between employer and

employee that creates a kinship. Long

length of service is recognised and

rewarded by top management. Justify

the pros and cons of this aspect with the

help of the case study.

Paternalistic equation employer and employee

Long service = loyalty perception of management

Loyalty to friend & family Loyalty to employer


Reciprocity and trust are key

Trust and loyalty and respect. Can’t have one without the other really. Need both to have loyalty.

[Loyalty] has to benefit both parties to some degree. It doesn’t have to be financial or whatever, but it has to be some benefit.

It gives a good feeling, satisfaction. A level of comfort and security.

Being trustworthy underpinned this reciprocity

It’s a two way street

This mutual exchange brought with it comfort and security

Motivate and energize the work force

Fully automated environment which provides empowerment

Succession planning & Reward

Career planning and appraisals


hbr case study by rohit deshpande -...

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