ABB CASE ANALYSIS

Organizational cultureTAJ CASE ANALYSIS

TAJ Hotel group culture

Customer centric approach. ATITHI DEVO BHAVA was their guiding philosophy.Building trust and long relationship with customers.Develop competencies - Leadership of results ,business and people.Better aligning the company towards achieving its vision, mission, and goalsHigh employee motivation and loyaltyShaping employee behavior at work, enabling the organization to be more efficient.Empowered employees .

Factors leading to the culture.Value driven recruitment system.Seek fresh recruits rather than lateral hires.Hire needy people from small towns and semi urban areas where traditional Indian values such as respect for elders and teachers, humility, consideration for others , discipline and honesty still hold sway. Recruitment based on traditional values , respect for elders, cheerfulness and neediness.

Training employees as customers ambassadorsThree skills are imparted technical, personality skills and customer handling skills.Duration of training is 18 months against the standard 12 months.Employee empowerment to take decisions and act without any explanation.

Recognition as reward system.TAJ group believed that happy employees lead to happy customers.STARS program linked customer delight to employee rewards.Compliment from Guest,compliment from colleagues Own suggestions Immediate supervisor was responsible for rewarding and recognizing his subordinates.Orbit performance system to recognize people.Customer centric approach.Dedication to duty, desire to protect guest, quick thinking, personal caring.Highest level of quality - Ability to many extra miles to delight customer..

Factors leading to the culture.

ProsConsDifficult model to imitate ,giving competitive advantageSelection of employees is crucial. Mistakes in selection may hurt severely.Contended employees stay loyal to the company , with low attrition.Strong culture acts to homogenize the workforce and reduce diversity. This reduces creativity and innovation.Low cost but highly effective employees who are motivated.Barrier to mergers and acquisitions as it becomes difficult for people to adapt.Corrective actions are easy to identify and take upManagement PerspectiveProsConsQuick decisions because of decentralization Misuse of power can happen in a decentralized systemSocial control within the firm. Everybody is oriented towards the same direction.Strong culture Can lead to Group Think which will kill innovation.Goal alignment makes decision fasterCulture being so strong it is difficult for the organization to change when required.Equal opportunity for each employee to realize their full potential within the company

Organizational Perspective