Transcript of "Real Heros Of 26/11 ( Harvard Case Study On Taj,Mumbai)"
HARVARD CASE STUDY ON TAJ
The Taj Mahal Palace Hotel is a five-star hotel located
in the Colaba region of Mumbai, next to the Gateway
Sitaram Khanderao Vaidya and D. N. Mirza are the
First opened its doors to guests on 16 december 1903.
Jamsedji Tata decided to build the hotel after he was
refused entry to one of the city's grand hotels of the
time, Watson's Hotel, as it was restricted to “whites
WHAT HAPPENED TO TAJ ON
• On 26 November 2008, in a series of terrorist
attacks in Mumbai,Taj was also attacked.
• As many as 11 Taj Mumbai employees—a
third of the hotel‟s casualties—laid down their
lives while helping between 1,200 guests
• Almost 31died in Taj.
HOW DID TAJ BECOME A
TOPIC FOR HARVARD CASE
• The Case was developed by Rohit Deshpande,
professor of marketing and branding at
Harvard Business School.
• The title given to the case was
„Terror at the Taj Bombay: Customer-Centric
Waiters ,busboys, and room cleaners who
knew back exits and paths through the hotel
chose to stay in a building under siege until
their customers were safe.
The telephone operators were calling guests
and asking them to switch off lights, turn off
mobiles, block keyholes with the room‟s key
so that nobody from outside could look into
Kitchen employees formed a human shield to assist
guests who were evacuating, and as a result lost their
The Taj staff kept calm, according to the guests, and
constantly went around offering water and asking
people if they needed anything else.
Often during a crisis, a single hero or small group of
heroes take action and risk their lives will emerge. But
what happened at the Taj was much broader.
Taj employees‟ actions weren‟t prescribed in
manuals; no official policies or procedures
existed for an event such as 26/11.
Karambir Singh Kang
“If the hotel goes down, I will be
the last man out.”
no apt reasons as to why the
employees from all levels of the hierarchy did it, even
when they knew the secret routes and could have saved
The organizational culture of Taj is such that employees are
willing to do almost anything for guests.
"They don't look for students who have the highest
grades. They're actually recruiting for personal
characteristics. They're recruiting for character & not
In their search to find maids and bellhops, the Taj
avoids big cities and instead turns to small towns and
Training and rewards systems set up by the taj is
designed to encourage kindness.
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