Organizational Behaviour (Assignment -1)

Case study-Taj

1) What are few of your observation in this video?

Answer- 1 Few of my observation in this video are -

1.more than 500 guests are registered at the hotel and another 500 to 600 people attending function on
banquet halls and 600 staff are working in hotel.
2. Many people rushing the door of the hotel. With people two heavily armed terrorists entered the
lobby. The two more attackers joined who broke through a back door.
3. Staff quickly realized something wrong. One staff locked the doors and turned the light off. They
asked everyone to lie down quietly under the table and they separated wives and husband to reduce the
risk to families.
4. They were banging the doors and alerting everyone to come out otherwise they will shoot them.
5. Some guest who came out from room by putting hands up the terrorist started hitting and harassing
them.
6. Many of the staff are young .The staff of taj try to calming frightened guests and help them to rescue
all staffs continue their duty nobody ran away from hotel. Members of hotel’s team of telephone
operators stayed all nights and they were calling every single guest room and telling the guest to locked
their room and pulls their key cards. The staffs safely rescue the guest firstly.

Question- 2 What are few of the behaviors that you observed in the Taj staff?

Answer-2 Few of the behavior that I observed in the Taj staff are as -
1) All staffs maintain their hospitality and accountability at that critical situation, Staffs are risking their
life to save guests life.
2) Staffs of taj have traditional Indian value. All staff members respect their work and doing their work
with integrity.
3) Staffs of taj contribute sense of value and desires and they work well under pressure.
4) Behavior of staffs are self less which is underlying character in people built by the Indian culture
through thousands of years .
5) Staffs of taj have ethical behavior. They sacrifice their lives to save guest. They treat guest like king.
Staffs are extreme kindness with customers and behave familiar to guest.
6) All employees have very polite behavior with guest at such situation. The staffs have leadership
quality.

Question- 3 Write a brief on “Leadership from below”.

Answer-3 Leadership below means developing and expecting leadership not just from above but also
employees to lead from below. The taj group has a leadership of bravery, they support the decision of
employees, the frontline staffs take decision at the time of terror attack and CEO supports their decision.
The leadership from below of taj has shown when they help the guest to escape from the hotel through
hidden passage. The staff members and chief of taj lost their life to save their customer.

Question- 4 Illustrate your views on the value system of TAJ employees?

Answer-4 The value system of TAJ employees are traditional Indian values like- respect for elders,
teacher humility, consideration of others, discipline, honesty. The Taj group trained their employees to
be customer centric. They recruit their frontline staff from smaller cities and towns such as Chandigarh,
Haldia, Dehradun , Nashik ,Mysore etc.

Question-5 What matters more Attitude or Grades? Your view

Answer-5 In my view Attitude matter more than grades because a nice person will always be nice
despite having bad grades. TAJ groups don’t look for students who have the highest grades. They are
hiring young people often straight out of high schools .They actually recruiting for personal
characteristics most specifically, respect and empathy because that kind of underlying value is hard to
teach.TAJ recruit those student who have the most respect for their older people, their parents etc.

Question-6 How can drive the concept of brand ambassador is an organization and how does it help?

Answer-6 The concept of brand ambassador is an advocate of a particular company’s products and
services. A brand ambassador is a person who is hired by a company to represent the brand in positive
light about business. In taj hotel they trained their front line staff to be ambassador for the customer,
for the guest and they called them guest ambassador.

Brand ambassador helps us to know about the organization -

brand ambassador are helpful in matching your brand to the right customer. It helps in building a
community like- minded customers. It helps in building trust among people and increase brand
awareness. It helps in cost effectiveness and improved employer brand and more high quality job
candidate.

ADDITIONAL

Q1) write differences in managerial orientations situation faced, impact on organization and term
between the taj case study and Reliance refinery case below.

Answer1 Differences in managerial orientations situation faced, impact on organization and term
between the Taj case study and Reliance case are as below-

1) TAJ recruitment drives were different from RIL. In case of taj they recruit their first line employees
from small town who have respects for their elders, parents and teacher but In case of reliance they
conduct and co ordinate pan- India recruitment drives.

2) IN Case of taj they trained their employees to be ambassador for the customer but in RIL employees
are for organization
3) The behavior of taj staffs are customer centric, but In case of RIL the behavior of staffs are different
from the taj staff.

4) In RIL grades are more important because they select people for various projects according to their
talent. But in case of taj attitudes playa virtual role because they select staffs have Indian traditional
culture and values.

5) Sub contracting agencies were involved in RIL but In case of taj there is no sub contracting agencies
were involved.

6) In taj staffs have power to take their decision at any critical situation .but I case of RIL employees they
don’t have power to take decision.