Taj Case Study

Company overview

Taj group of hotels which is a part of the TATA group is the subject of case study. Taj group is one of the oldest groups in hospitality in India. From incision in 1903 to date the company has concentrated in the quality of the service that is offered. The hotel group has presence in over 16 countries and is in the top notch of its game.

Organizational motivation.

The Taj People Philosophy

You are an important member of the Taj family.

We endeavor to select, retain and compensate the best talent in the industry.

We reward and recognize quality customer care based upon individual and team performance.

We commit to providing you with opportunities for continuous learning and development.

We abide by fair and just policies that

This motivates the employees to work in group and develop to put up a united front. On the flip side, they also encourage openness and transparency to avoid the “group think” thereby encouraging the employees to show their individual characteristics.

Culture as a motivator

The mission statement if simply written down and not acted upon is a waste, so let us now understand the effect/ impact of the mission statement within Taj. The Mumbai 26/11 terror attack is one of the living proof of what the impact of mission statement is.

The employee of Taj risked their own life to save the lives of the guest even when they knew the exit routes. This stood as a solid mark of what the brand Taj is and how deep the culture was embedded into the roots of employees.

• A 20-something banquet manager helped guests escape

• Telephone operators stayed at their posts and alerted guests to stay indoors

• Staff forming a human shield to protect guests at the time of

In an article by Paul Meehan, Orit Gadiesh, And Shintaro Hori they analyzed 200 odd companies which had high performance culture and integrated the result into 6 key attributes, let us now take Taj through those 6 attributes to understand how the culture in this case has helped create that leverage against the competitors.

1. Know what winning looks like

Taj has a history of “firsts” in India, from being the first hotels to have electricity to high end luxury that they provide they tend to be Uno numero. This go win attitude is highly interwoven into the culture of Taj. Traces of these culture can be easily picked up from the mission statement itself. It proudly proclaims to select and retain the best in the industry. The employees are trained to please the employees at any extend, this can be seen in the way the employees went out of the way to help their guest.

Winning in these cultures are rarely compared to the financial outcomes rather the attribute is checked with the long term attributes. For instance, the employee recognition programs are aimed at timely recognition and not monetary incentives.

2. Look outside