A Values-Driven Recruitment System [1]: Taj hotels have special emphasis on the HR practices for

hiring and training its employees. The hiring training and incentive system of Taj Hotels is the one
that accounts for the customer centric employees at Taj. Taj typically prefers to hire people from
smaller cities because the people from there still withhold the qualities like humility, respect for
elders and consideration for people. Taj usually hires young adults mostly straight out of high school,
and have three qualities i.e., respect for elder, neediness and cheerfulness. These employees are
then trained for 18 months which is 6 months more than the industry standards. The employees at
Taj are also given a power to take decisions on their own which makes them feel in command and
compel them to work more efficiently. Using Taj’s HR practices at healthcare can help in getting
employees that are compassionate towards the patients aiding in a better experience for the
patients.

Digitalization: Taj hotels have also moved on to digital platform for bookings of rooms and tables at
the hotel. This service saves time for both the company and the customer. The digital process also
seems to be more convenient for the customers and give them a better experience from the hotel.
Recently Taj has also launched digital menus to maintain contactless service during the Covid 19
pandemic. Taj has smartly used digitalisation as a tool to increase their reach and make the process
easier for the customers. Healthcare industry can also switch to digital medium for hospital
appointments as this would make it more convenient for the customers to reach out to the hospital.

Communication – It is evident that communication gives some sort of emotional and mental
satisfaction. And this is one of the success achieving factor which well incorporated in Taj Hotels. If
communication is brought into the life of hospitals, it would greatly help in boosting customer
satisfaction. For instance, when a doctor pays a visit to check a patient, and he informs the family
about the conditions of the patient, they would be more satisfied that they are not uninformed
about their own health. It eventually will help in increasing the customer experience and therefore,
profits.

Customised Services – Everyone does not need the same services as other, hence Taj Hotels
provides customised services policy that any customer have to pay for services that they want and
not otherwise. On some level, the opportunity of delivering customised services could be increasing
customers experience while they stay in hospitals. For example, the need for a personal nurse for a
particular patient ensures that the customer gets everything they needed or a patient’s preference
for a specific doctor. This will slowly add up to increase overall customer satisfaction.

Global Presence – Global presence of Taj Hotel has immensely added to the brand value of the Hotel
as well as increase profitability and service providing platform. A hospital global presence will be
able to serve a large population and slowly if they inherit their culture to serve according to their
needs. It will also give a chance to the hospital to expand its business and compete with renowned
hospitals and make its own name globally – leading to additional profits and brand name.

Crisis Management: Every organisation during its operation has gone through a series of crisis’s,
employee standards and customer-driven strategy that have helped companies overcome this
challenging task. If crisis management is plotted on a scale of 10, it would score 3 on the basis of the
difficulty of the organisation's calculation of crisis management, which clearly shows that it is an
action-driven process with high complexity in execution. The Taj Hotel has demonstrated how far
they can go in the event of a crisis situation and has been the case for discussion. This demonstrates
the value of the attribute and one of the important areas that the hospital industry can learn how
Taj hotel has taken crisis management to its employees.

1. https://hbr.org/2011/12/the-ordinary-heroes-of-the-taj
 1   3   5   7   10
Complex     (scale of complexity)         Simple
Crisis management

Diverse service to different social class [3]: The Taj parent hotel company, with the aim of serving as
many customers as possible, has clearly differentiated its hotel consumer segment by providing
different hotel chains for different social classes. Instead of providing every customer with the same
brand of hotels, Taj hotels offer different alternatives to different social classes, economy Ginger
hotels for the middle class, Gateway hotels for the upper middle class, Vivanta hotels for the upper
class and Taj hotels for the luxury experience of the upper class in society. This helps to incorporate
best practises for the target consumer community without compromising the core values and ethos.

1   3   5   7   10
    Ginger hotels   The Gateway   Vivanta   Taj Hotel
Economy Upscale Upper middle Upper Upper

Net promotor score [2]: Each and every business success is calculated by the amount of sales and
profit they produce on a yearly basis. The Taj hotel uses one more attribute net promoter score to
assess the company's success and to adjust its policies and introduce a new growth plan based on its
score. The benefit of the net promoter score is that it is easy to measure effectively and is essentially
measured on the basis of feedback obtained by the consumer. The score helps Taj hotel by offering
perceived value to customers and helps to maintain consistency in their top notch operations.

Quality Management: Quality management is complex and is going beyond customer service to
include extra factors with employee enjoyment and innovation. And to make great client relations
single random interaction with the customer can backfire and can lead the customer bad experience
and can write an immoral review online. So focused on the employee fulfilment/ satisfaction as well
as customer experience Taj hotel greatly include the possibility that the all employee proved best
services to the customer in all the aspects that hospitals can see and can implement the best
suitable ways to provide the same.

Flexibility: In quality management, the flexibility is the key factor and success factor for the hotel
industry which can really put a differentiative factor to increases the customer experience that
medical industry(hospitals) shoulder keep this factor on the top of their list which really inculcate
and fix the problem of the customers and produce customer loyalty and good word of mouth which
is one of the biggest factors in the hospital industry to bring on the customer’s which Taj hotel does
at its best.

2|Page
2. IHCL Corporate sustainability report 2018-19
3.https://www.tajhotels.com/content/dam/thrp/Development/Downloads/Taj_Group_Presentation
.pdf
4. medallia.com/net-promoter-score/#:~:text=The%20Net%20Promoter%20Score%20is,customer's
%20loyalty%20to%20the%20brand.
Select three of the attributes identified above based on their likely impact and feasibility of
implementation. Describe the methodology and the likely impact for each of the three attributes
in case a hospital was keen to adopt them.

As per our discussion, attributes whose success can be easily measured will enable the hospital
leadership team to persuade various shareholders, as we have seen in the context of Children
Hospital & Clinic. The SAFE approach used by the management has helped the organisation to
function as a whole, however it has become difficult to explain and evaluate the efficacy of the
implementation. However, in the case of the Virginia Mason Medical Centre, we have learned how
the organisation has implemented the Toyota production systems and its simple implementation in
hospital service, which has enabled the hospital to consistently rank number 1.

1. Net Promotor score [4]:

The Net Promoter Score is an index ranging from -100 to 100 that measures consumers'
willingness to recommend services to others. It is used as a metric to measure the consumers'
perception and experience with the company's product or service

Feasibility of implementation
Customers are polled on a single question. They are asked to assess the probability of
recommending a business or brand to a friend or colleague on a 10-point scale. "On a scale of 0
to 10, how likely are you to recommend the product or service of this business to a friend or
colleague? "As a result, consumers are divided into three categories: detractors, passives, and
promoters then NPS is measured by subtracting the percentage of the consumers who are the
detractors from promoters. The outcome is a number between-100 and 100 called the Net
Promoter score. Simplistic calculation and easy review by customers have made this attribute
simple to enforce and execute.

Methodology
Management will have to extend this to the entire business landscape. Frontline workers need
to be able to respond to suggestions and reviews in real time. A strong commitment to
enhancing customer service and integrating NPS through departments would help to maximise
the benefits of the programme. The third most critical is the capacity of the organisation to
interpret the data effectively. The data review can determine the root cause of the detractors
and will help companies recognise the problems they need to work on.

Impact
It offers a business a customer's interpretation of their service. It often happens that the two
groups have different points of view, as company believes they have top notch service, but
consumers interpret it differently. The NPS score helps to maintain consistency in their service, a
dip in NPS indicates lack in customer service and lack in company performance in meeting their

3|Page
2. IHCL Corporate sustainability report 2018-19
3.https://www.tajhotels.com/content/dam/thrp/Development/Downloads/Taj_Group_Presentation
.pdf
4. medallia.com/net-promoter-score/#:~:text=The%20Net%20Promoter%20Score%20is,customer's
%20loyalty%20to%20the%20brand.
 customer needs. This real time data has transformed the hotel owners with its implementation
in hospital will surely helps in providing better customer services

2. Digitization:
As we all know the increasing impact of digital transformation now wears days and it became an
easy way to put your product or services in the spotlight in the best possible way. So digitization
is a huge factor to increase the hospitality industry in front of the world especially with the
mobile technology gives a significant increase in the hospitality and the reason why Taj hotel
very much focuses on the online channels more which give them edge on personalization and
guest engagement which hospitals can implement in there ways to attract the customers along
with the word of mouth.
As we see 75% of consumers are more likely to buy from the brands that know them by the
name so to invest in the guest engagement, we can go digital for the lest efforts with huge
impact policy. Firstly in 2014 digitization starts with the development of the website buy in the
year 2018-2019 mobile technologies and presence of the social media and mobile apps made
work easier for the hospitality industry

Impact
the Taj hotel is investing a huge amount of money on this to keep their presence in the county
as well as in the foreign country’s as thousands of tourist came to Taj ever year so they as
showing how to they use this platform in the best possible way which the hospitals can use the
same strategy for the personalization and customer engagement. Taj have invested in
digitization that will collect, Process, Analyse data to give the perfect modified facilities which
can be implement in the hospitals also to give the best service experience in the best possible
ways to the customer and even to create the presents in the market

4|Page
2. IHCL Corporate sustainability report 2018-19
3.https://www.tajhotels.com/content/dam/thrp/Development/Downloads/Taj_Group_Presentation
.pdf
4. medallia.com/net-promoter-score/#:~:text=The%20Net%20Promoter%20Score%20is,customer's
%20loyalty%20to%20the%20brand.