Perfecting Youth

Author(s): Udayvallabhvijay
Publisher: Samkit Yuvak Mandal

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ENJOYING
SACRIFICE
Titled "TERROR AT THE TAJ BOMBAY CUSTOMER-CENTRIC LEADERSHIP" this Harvard university case study based on the 26/11 terror attacks in Mumbai has been developed by Rohit Deshpande. This case study throws light on the extraordinary valour, bravery, presence of mind, hospitality and sacrificing spirit of the hotel employees.
Led by Mallika Jagad, about 35 Taj hotel employees were managing the dinner party hosted by Hindustan Unilever. This party was held on the occasion of bidding farewell to their outgoing CEO and welcoming the new CEO. Around 9.30 p.m. they heard what they thought to be fireworks at a nearby wedding.
However, it was a different reality altogether. These were the first gunshots from the terrorists who had attacked the hotel. Jagad realized that something was wrong and started working towards ensuring the safety of
her guests. She had the doors locked, separated the couples (intelligently enough so that if something unexpected happens, either member of the couple could survive) and refrained everyone from using their cell phones. The terrorists stayed there all night: hurling grenades, firing weapons and tearing the hotel apart. The staff also evacuated the guests first on seeing a fire in the hallway outside.
Elsewhere in the hotel, the senior waiter at the Japanese restaurant gave up his life in the pursuit of saving his guests.
Karamveer Singh Kang the General Manager of Taj who was busy in a conference elsewhere returned back and immediately took charge at the hotel. Supervising the evacuation of the guests he co-ordinated the firefighters amid the chaos. By midnight the entire 6th floor was on flames.
This could have been a vital blow on his commitment as that was the place where his family stayed (Taj managerial suite is on the sixth floor) even though it was quite impossible to
PERFECTING YOUTH