|On the fateful night and ensuing day of November 26, 2008 ..|
1. Employee orientation and value set - Tata Sons recruits its employees not from top cities but from towns across the country side. CanThey recruit their employees not for their grades but for their attitude.2. Being brand ambassadors to the outside world and of the customers - Taj Hotel employees have been brand ambassadors of Tata Sons and the Taj Hotel group for the customers / guests who come to the hotel. In fact this is a unique trait one gets to see in almost all of the 3.5 lakh employees of Tata Sons across the world.3. Immediate recognition of a good deed - Taj hotel has a culture of rewarding its employees with recognition whenever they get a positive feedback from the customer. Than with monetary rewards this happens within 48 hours of the feat accomplishment. Though monetary compensation for employees is not great, just above industry average, the recognition they get from the Taj Hotel management is something employees value very much..
1. build a customer centric work and organisation culture
2 constantly rethink the relationship contract between the employer and the employee
3. transform a symbol of terror over the years into a symbol of hope for the world.
If you are planning for a year plant corn, if you are planning for thirty years plant trees, if you are planning for a hundred years, plant men - Jamshedji Tata