It also focusses on the hotel's history, its approach to recruiting and training employees, the Indian culture's "guest

is God" philosophy and how the hotel would recover after the attacks. Taj employees felt a sense of loyalty to the hotel as well as a sense of responsibility to the guests. He cites the example of a general manager who insisted on staying put and help direct a response to the attack even after learning that his wife and sons had died in a fire on the hotel's top floor. It can also be taught as an example of managing the post-crisis recovery of a flagship corporate brand Rohit Deshpande, professor of marketing and branding at Harvard Business School, has studied that selflessness and written a case study on his findings: Terror at the Taj Bombay: Customer-Centric Leadership. My case looks at what happens when employees of a company have such amazing focus on their customers. Not necessarily guest-focused or planned or what they train for, but a selfless service. The puzzle, for students to think about in this case, is what explains such behavior

The case Terror at the Taj Bombay: Customer-Centric Leadership is set against backdrop of the Taj terror attack on 26/11 and shows how leadership displayed by those from the lowest to the top levels in the organizational hierarchy helped in saving lives. It explores the issue of organizational culture and how that culture can be distilled into each and every employee. What can governments and corporations learn from this case study? The notion that governments and corporates can learn from has

to do with governance, values and the way great organizations are governed. So, whether it is an A. Raja in the telecom ministry or a chief minister having something to do with an Adarsh scam or graft in the banking sector, I dont think people have thought through the notion of governance and values. And, I also dont think this is only an Indian situation. It may be in a different context, but it happens across the globe. If there could be one positive of scams, it is that these sorts of crises will get the leaders of organizations to focus on good governance because of public out cry and the constant media spot light.