hbr case study by rohit deshpande -...
TRANSCRIPT
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.
Monday, July 14, 2014 DR VN BRIMS Side 2
Monday, July 14, 2014 DR VN BRIMS Side 3
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
Monday, July 14, 2014 DR VN BRIMS Side 4
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
Monday, July 14, 2014 DR VN BRIMS Side 5
Monday, July 14, 2014 DR VN BRIMS Side 6
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
Monday, July 14, 2014 DR VN BRIMS Side 7
Employee Empowerment – unsupervised
environment
Energising and making them feel in command
Shift in the perspective of an employee to respond
to situations
Monday, July 14, 2014 DR VN BRIMS Side 8
Monday, July 14, 2014 DR VN BRIMS Side 9
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
Monday, July 14, 2014 DR VN BRIMS Side 10
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
Monday, July 14, 2014 DR VN BRIMS Side 12