I once visited the hotel wearing simple clothes and chappal/sandals. I just ordered a watermelon juice for experience of their cafe/restaurant. Looked around and came back. Not even a single employee looked differently or judged me. They treated me with respect and equally. Respect and love for TATA.

We lost a young boy from our town, who managed to get people out of the kitchen. Against advice from others he went back to rescue more and was gunned down. The staff are HEROES. Tata is an honorable man at the Helm.

Hi my husband was nsg commando at that time and he was doing operation inside the Mumbai taj. Jai jawan

Cannot thank this technology enuf to have shared this case study. Amazing presentation and lessons summed up. Thank you Harvard Business School and Prof Deshpande.

Late JRD Tata used to say-If YOU Treat Employees With Affection,They Will Respond Positively.This,became a HALLMARK of TATA GROUP.Now,You have Seen the RESULTS. That is TATAs for You.

awesum..i lost my dad in 2011, but my dad was with taj hotels for 40 yrs of his life and i know when he saw this happening on tv...it broke him there were tears in his eyes....i so cn imagine y....wht taj as an employer must hv gvn him....must be so so strong that he felt the same....even after retiring....

The banquet manager is so inspiring, actually all the staff are wonderful human beings. I’m glad I watched this because all I knew about the attack on the Taj hotel was terror.

Ratan Tata Sir, you are in reality, uncrowned "Bharat Ratna"

This is an incredible video! I'm a survivor of the attack but was in the Trident-Oberoi Hotel. I echo the sentiments of the presenter. The hotel staff were amazing under the worst of circumstances.

As an Ex Oberoi Chef (10 years of Service) I SALUTE you my Taj Colleagues....

Just a week before the attacks I was at a wedding reception there for two days.. Stayed in the old taj palace with the stunning view of the arabian sea n gateway of India monument. The staff were so courteous and professional.. I being 20 years in the hospitality industry was amazed. I was as usual on the look out for any minor faults and found none. . when I checked out I felt I was leaving my own home. Sadly a week later when I heard the news I cried. I prayed for them. I salute Ratan Tata for his uncompromising support to the staff and guests even in the aftermath of the attacks.. While hotels like oberoi fired many staff to cut costs .. The tatas paid everyone while they we at home , took the medical bills of , hotel guests, staff and also anyone who were injured nearly. Never cared about money but for ppl.. Humanity we call as insaniyat.. Thats what the tatas are all about.

real example of "atithi devo bhav"..salute to all the staff members..

This is what is needed to be taught to the young minds. Education without values can never be called truly educated. Salute to Tata group family members

Tata is not just a company. Tata is an emotion to all Indians. Their contribution to India is something we can never explain. Salute to the iconic company and their leaders.

I am a true blue born and bred Bombayite. I watched shellshocked, speechless, and weeping helplessly as the entire scenario was broadcast live on TV continuously for 3 days. Our most beloved, most adored, most highly respected Sir Ratan Tata quickly rebuilt and restored this beautiful Taj Mahal Hotel to its former glory. God bless all the bravehearts who saved lives.

Two countries got Independence in 1947.. One reached Mars, while the other is still trying to enter India..

A big salute to Mr. Ratan Tata and the culture inculcated in Taj employees. Hats off to each one of them. I am proud my son is a part Tata company.

Wow case study. I was associated with TCS for 3 years and can relate very well with TATA Brand and Values. Proud of the iconic group.

respect Rohit Deshpande ,your case study and the way of leadership and identify the leadership done in an organisation is awesome

I just saw the movie "hotel mumbai" and I am amazed by the courage of the employees and the head chef.

The closing remarks summed up the culture of the Tata group....what was supposed to be the symbol related to terrorism, turned into a monument of bravery, commitment and hope....kudos to the staff and management of the Taj Mahal palace hotel and Prof Deshpande for bringing these acts of seemingly ordinary people to light, so that they inspire so many people around the world!!

God bless you héroe and Mr tata salute from Venezuela South América

" Hire them for Attitude and then Train for skills " - This is the way to GO!

Yes, I am aware of lots of stories from Tata group which proves that the group keeps its staff, workers far ahead of their monetary profit. One thing which is missed out here is that company paid full remuneration till their retirement age who sacrificed life in this terrorist attack. None other can think of it, paying the remuneration is far too away cry.

Amazing....i was always proud of Mr. Ratan Tata, this makes me all the more proud.....un believable....doubt if any HR dept of an indian company can even get closer to the Taj Group

I visited the hotel last year, just for tea and the place was absolutely stunning and welcome! While my wife and I walked around the corridors admiring the art, NO ONE disturbed us! I am sure people kept a watch via CCTVs etc, but we were made completely welcome and no unnecessary security checks or hassles. This hotel is a legend in itself!

Had the news channel not broadcasted the evacuation from the kitchen then there cud hv been even less casualties..I feel in an emergency situation like this any countries entire media shud hv strict protocol to not reveal or telecast any minute details watsoever.

Justice must be served. It's high time. This teared me up like no other. God bless the bravehearts.

Visited Taj Hotel and had a chat and coffee with the staff. Share their experience of the moment's. Salute them for their courtesy and bravery.

Feel proud to be Indian......ordinary people ....extraordinary league........

Got this as a forward . Am just amazed to know that not one employee ran away . Speaks volumes for TATAs. COS Everyone of those employee must have trusted the TATAs to take care of their families shud they lose their lives in the process . Thanks for putting this up🙏🙏

The employees are recruited, firstly, on basis of their attitude! Great!

Who is here after watching Hotel Mumbai?

A brilliant analysis of our Indian culture that reflects in the actions of the staff at the Taj. Should make every Indian proud and every Pakistani ashamed of their culture. 🙏🏼🙏🏼🙏🏼

Thank Deshpande sir for the heart touching and motivating narration of the happening..... Feeling proud about TATA group and its staff...... Infact tears rolled on my cheek while reading comments on the sacrifices made by many in that mishap

The guy is talking bullshit he does not know the half of it. Here is why Tata employees are what they are today….. If my boss did the same I would die for him as well. What Ratan Tata did for the Mumbai victims.... Don't miss!!!!!! A. The Tata Gesture 1. All category of employees including those who had completed even 1 day as casuals were treated on duty during the time the hotel was closed. 2. Relief and assistance to all those who were injured and killed 3. The relief and assistance was extended to all those who died at the railway station, surroundings including the “Pav- Bha ji” vendor and the pan shop owners. 4. During the time the hotel was closed, the salaries were sent by money order. 5. A psychiatric cell was established in collaboration with Tata Institute of Social Sciences to counsel those who needed such help. 6. The thoughts and anxieties going on people’s mind was constantly tracked and where needed psychological help provided. 7. Employee outreach centers were opened where all help, food, water, sanitation, first aid and counseling was provided. 1600 employees were covered by this facility. 8. Every employee was assigned to one mentor and it was that person’s responsibility to act as a “single window” clearance for any help that the person required. 9. Ratan Tata personally visited the families of all the 80 employees who in some manner - either through injury or getting killed - were affected. 10. The dependents of the employees were flown from outside Mumbai to Mumbai and taken care off in terms of ensuring mental assurance and peace. They were all accommodated in Hotel President for 3 weeks. 11. Ratan Tata himself asked the families and dependents - as to what they wanted him to do. 12. In a record time of 20 days, a new trust was created by the Tatas for the purpose of relief of employees. 13. What is unique is that even the other people, the railway employees, the police staff, the pedestrians who had nothing to do with Tatas were covered by compensation. Each one of them was provided subsistence allowance of Rs. 10K per month for all these people for 6 months. 14. A 4 year old granddaughter of a vendor got 4 bullets in her and only one was removed in the Government hospital. She was taken to Bombay hospital and several lacs were spent by the Tatas on her to fully recover her. 15. New hand carts were provided to several vendors who lost their carts. 16. Tata will take responsibility of life education of 46 children of the victims of the terror. 17. This was the most trying period in the life of the organization. Senior managers including Ratan Tata were visiting funeral to funeral over the 3 days that were most horrible. 18. The settlement for every deceased member ranged from Rs. 36 to 85 lacs [One lakh rupees tranlates to approx 2200 US $ ] in addition to the following benefits: a. Full last salary for life for the family and dependents; b. Complete responsibility of education of children and dependents - anywhere in the world. c. Full Medical facility for the whole family and dependents for rest of their life. d. All loans and advances were waived off - irrespective of the amount. e. Counselor for life for each person B. Epilogue 1. How was such passion created among the employees? How and why did they behave the way they did? 2. The organization is clear that it is not something that someone can take credit for. It is not some training and development that created such behaviour. If someone suggests that - everyone laughs 3. It has to do with the DNA of the organization, with the way Tata culture exists and above all with the situation that prevailed that time. The organization has always been telling that customers and guests are #1 priority 4. The hotel business was started by Jamshedji Tata when he was insulted in one of the British hotels and not allowed to stay there. 5. He created several institutions which later became icons of progress, culture and modernity. IISc is one such institute. He was told by the rulers that time that he can acquire land for IISc to the extent he could fence the same. He could afford fencing only 400 acres. 6. When the HR function hesitatingly made a very rich proposal to Ratan - he said - do you think we are doing enough? 7. The whole approach was that the organization would spend several hundred crore in re-building the property - why not spend equally on the employees who gave their life? This is NOT COVERED BY Any NEWS CHANNELS ! I Salute Mr. Ratan Tata..

Great respect to all the marters who laid down their life and to the management of Tata group who took great care of all the employees even when the hotel was not operational and paid them salaries and trained their staff to be Ambassadors to there Guests rather than to the company....

This video needs to be played in each and every High School and Business School to inculcate these qualities in the young boys & girls. Salute to the staff & management of Taj Hotel for inculcating this culture of serving & saving the guest first without caring for their own lives. Tata Group needs to be lauded for taking care of their employees. 🙏🌹

Hats off to TAJ Employess and TATA Team...

I am tata employee when this video see me and my team i am not control my emotion i relay proud... i am tata's employee and tata is Indian company as most prudebal

Proud to have such people in India

This is incredible. Our words cannot express what they actually lived in those horrible days. A big Salute to them all..

This is so powerful. When I use this in sessions, it leaves grown up experienced individuals from the corporate sector with tears in their eyes. It always gets a standing applause. Thanks to Prof. Rohit Deshpande for capturing this in totality and presenting a holistic version of a moment of crisis and what it unravelled...a DNA OF Indian values LEADERSHIP

I am speechless with tears in eyes. Can't forget those days.

Wow, i am amazed how people still learning from indian cultures and values. I proud to be an indian. Jai hind

Taj is not only the Iconic image of Mumbai, but also the most humane experienced at every nook and corner of the massive home to many from the world over. I for one am truly proud of the TATA'S who have amazingly managed to keep the level of ethics around for such a long time and they still do... Doing their best to this very day... All over the country...in all their ventures...

Amazing!!! We still have lots to feel proud about. Such an inspirational story. Hats off to all the staff present at that time of crisis .Mr Ratan Tata is a brand ambassador of an ideal corporate culture.

I started my career with TATAs as a Triainee engineer and after an assiciation of almost 1 1/2 decade (I left them in early 80's), I still recall how the root culture that was imbibed on my young mind that helped me in my career. What I have seen is a bunch of professionals having 101% loyalty and dedication coupled with high moralistic values. Very honest in their dealings and commanding lots of respect from the Vendors/Suppliers/Contractors. My salutations to TAJ Heroes!

Wow , heart warming lesson from a tragic disaster!! Narrated by and in a captivating voice . Thank you

These guys are heroes! 👏🏼 What I want to understand apart from the conclusions made based on the hiring decision of Taj is also the way a human respond during threats. During such situations- 1. One of the key qualities of these staffs had was the ability to assess the risk, respond to it and think under pressure. 2.Aren't humans designed in a way where they feel being in a pack (group) is safer than being out alone during threat/danger? 3. Humans when they overcome their biggest threat their morale goes up and they gain confidence. That could be the reason why staff members even after escorting the guests out came back to rescue others.

Really amazing to know real story. Big salute to Tata and their staffs. Small town people and financially not so good people have fire in their belly.

THANK GOD for every employee of the TAJ, police officer, fire and rescue team for their heroic acts of kindness......I will NEVER FORGET this event because i was terrorized living half way around the world witnessing the event unfold.....I could never imagine the terror and trauma everyone experienced.... I pray that everyone will someday heal from this tragic event....I love this hotel it is so gorgeous and prastine....I own the movie and i continue to watch it with my kids as a lesson of being aware of your surroundings...

Speechless, touched,moved n inspired by sacrifice of Mr.Kang n his staff....highest accountability n responsibility towards guests, Salute

Hats off to the staff of Taj Hotel. They added value to the country 🙏🙏

This is quite a good analysis of the employees' and company's culture. I wish, lot more companies across Indian or American corporate world hire for Character and Mental Strenght, rather than just marks, and cut-throat behavior!

Great !!! Your talk not only praised the employees and staff but laid a direction as in - an event of terror ,loss , shortcomings in terms of security and media could also be seen as a motivation of selflessness, hospitality, courage,presence of mind , team work , successful plan of execution by everyone altogether. A great lesson to world indeed !

WELCOME IN INDIA.. अतिथि देवो भवः GUEST IS TREATED LIKE GOD.

Wonderful Talk! Proud to be an Indian.

Absolutely amazing and salute to all the Taj employees and staff for their bravery and loyalty in the hour of terror. It speaks a lot about the culture and leadership at Taj. My heart goes out to all who lost their lives.

Have always been a die hard fan of taj hotels and will continue my faith in them. It’s the leadership with ethics and sincerity and with a empathy and heart that speaks volumes. My prayers always for this groups success and will always remain a fan 🙏👍

Salute to all the staff members and the soldiers on the mission.

Wat an amazing case study 😊🙏👌🏻 seriously so much to learn... thanku fr doing this effort to bring this out in the world and highlighting the culture of the brand and empathetic, courageous, loyal behaviour of staff!! Proud to be an Indian 🇮🇳

Really a great one my teacher suggested to see thus video and really really appreciable point of view what the prof rohit deshpande has and a big salute to the taj heroes

Been to the Taj Mahal Hotel many times before and a few times after the 26/11 attack. The place is simply oozing with warmth and respect for the guests/customers and even for people who simply walk in to simply view it's grandeur and/or to simply visit the washrooms! Hats off to the management, staff and the most respect worthy Mr. Ratan Tata sir. Thank you. It's because of all of you The Taj Mahal Hotel stands tall and firm as a symbol of hope and love. 🙏🙏🙏

Amazing case study by Deshpande ji. I salute all those employees of Taj Palace who dedicated their lives to rescue their guests during terriests attack. I also appreciate appointment of front workers as ambassador by management from small towns through recommendation of headmaster based on cultural values and not on grades basis.

Excellent presentation and research done by Mr Deshpande. Kudos to Taj Management and HR for selecting such staff with attitude and customer based training. The most important thing to motivate the staff is to recognize them based in the customer feedback on time. Great.

The dedicated services of the employees are exemplary and are beyond the call of their duties. Hats off to them.

Thank you for wonderful study and sharing it.. as truly said "a symbol of hope n courage n integrity" 💕

This video is sent to me by my father. I remember watching this sad time on tv as a growing up child. Today as a teacher I would definitely share this one with my students as part of grooming their values. Humanity should always remain.

the movie was so good and realist. It broke my heart. the staffs are heroes, they did everything they could to protect the guests!

LEADERSHIP FROM BELOW. 2013: I was a young doctor, i just passed my board exam. I was assigned in a community hospital. On ordinary days I give "doctor's orders" and the nurses carry them. Until one early morning, I was doing my rounds and the building was shaking so hard. It was the most devastating earthquake recorded in the Philippines. We ran out, I grabbed the last mother and her child I was doing rounds with. Outside was a different scenario, I was frozen. I never experienced anything like it. Lo and behold, it was the nurses giving orders now, they were guiding us in what we should do. Urging me to look at patients according to triage. It was amazing, they imposed orders, and we were operational even outside the hospital building.

Salut to each of the staff members for doing what they did to save lives...and Salut to TATA GROUP for leading by example for so many other organisations...

To understand why the staff not running away is so significant you must look at Daegu 2003 subway arson and Sewol ferry tragedy. Because the staff fled everyone died. Here because the staff stayed and assisted many lived.

This attitude and behavior correctly supports the mantra of “customer centric approach”. I have stayed at this hotel many a times and can vouch for their excellence in service. On my last trip to Mumbai I went to the hotel, sat in the lobby near the memorial/waterfall and shed many tears.

I am really inspired with the study. I salute to all people of TATA group for their contribution for growth of India.. Really great........👌👌👌👌👌

So much respect for the selfless staff who put their customers' safety above their own. Unbelievable that NOT EVEN ONE left leaving the others in the lurch. Truly commendable and Hats off! 👏 👏 👏

it's a great lesson from real incidents and one should learn to first be good in 'attitude' and then studies.. Proud of Indian🇮🇳 culture and Taj too

Bravery, responsibilty and ownership is there in our blood. Salute to those heros who faced the situation and took bullets for the guests, sacrificed thier lives...it is indeed a value system of Indians...

Very inspiring ❤❤ the real heros are the staffs who struggles day and night and serve the guests. They help in upkeeping the hotel.

Its inspiring to hear this story. There is lot to learn especially for those for whom selection of job and employees is only governed by money. There are very few organisations left in today's world which value loyalty and honour accountability.

Amazing and very inspiring! Regarding the case study and the conclusions, all the factors mentioned such as small town mindset towards guests, the training program were top notch but probably they should have actually talked to these brave employees and tried to understand what thoughts went through their minds at that time. Could have been even more insightful even though there is also some conflicting data which might have come up through this dialog.

Very unique presentation to consider in every field of life. Recruiting staff from small town is not the only example. It depended on how they were looked after and trained. These small level staff took a very big level responsibility to save guests of hotel and others too. My salute to them and their dedication.

Liked how he presented it.

What a nice way to teach with inspirational story! Thank you Prof. Deshpande and Tatas, above all. Tatas, keep it up. Your inspiration is heart whelming.

Really an amazing presentation. Thanks to Professor Despande.

Hats off to all the staff of Taj Hotel. Every person should see this video; lots and lots to learn. I salute all of them once again.

Bravery in times of adversity speaks volumes of their courage

Huge Respect to Taj Group and their employees and thanks for sharing this. Unbelievable facts, hats off to the Human Resources thought of recruiting 🙌🏻🙌🏻

This is an amazing inspirational tale which teaches to keep our calm and composure even in situations like these, to be ambassadors for guests/customers /patients, it teaches us to provide aid when we face likewise problems/hurdles.🙌❤

Amazing presentation and yea a Big salute to Taj hotel employees who gained huge respect by their deeds..

Truly Inspiring. Salute to all those who sacrificed their lives to protect others.

Fantastic! Amazing employees what courage! Truly a stunning case study for posterity. Thanks Harvard Business School. For this excellent presentation.

Huge respect for the brave hotel staff and rest in peace to all souls who died in the attack. 🙏

It's amazing and great courage of well trained staff of Sri Ratan Tata during terrorist attack on Taj Mahal Hotel.its a great appreciation management of staff.I salute Sri Ratan Tata for his fabulous training to staff and management

What a different perspective of that incident.... thank you so much Rohit Deshpande ... Kudos to your talk ..which changed my view

It's a great lesson from real incidents and we all should learn to first be good in attitude and then studies

Absolutely hair raising knowledge that I will carry all my life . Thank you for the way you have conveyed the essence of the same.

Thanks for sharing!!!! Really really very much amazing!!!! Hat's off to Ratan tata & their policies/trainings for staff. Well Done!!!! Keep it up!!!? Proud of you & proud to be true Indian!!!!!! 🙏🙏🙏🙏

Very Very Proud of all staff in Taj , that times. They have proven Ratan Sir as well as Indian culture! Hatts off to Them!🙏🙏🙏

Amazing and inspiring !!! Salute to Taj employees !!!!!