Hrm - Taj Hotel Group

672 Words3 Pages
Three major transformations The Taj as we know is an icon not only of the Tata Group but of our country. Ten years ago, Vice Chairman Mr. R.K.Krishnakumar, who was then the Managing Director decided to get his management team to implement the Balanced Scorecard and drive the business. At that time, as part of the Tata Business Excellence Model - TBEM, the BSC was owned and monitored mostly at the top and getting information to populate the scorecards was a task in itself. This was because the customer information system, the Guest Satisfaction System (GSTS), uniform system of accounts and consolidated corporate purchases processes, were still being put in place. There was one single brand called the Taj group of hotels and the company was organized into strategic business units of Luxury, Business, Leisure and International hotels, all driven by the one CEO. The initiatives defined in the corporate scorecard were a focused set of TQM processes that, were designed to dazzle and delight the customer with the highest quality of hotel services and standards. The first break through was when the scorecards were cascaded to every hotel unit (without automation). The GMs owned the objectives and defined their own set of actions, hotel by hotel, unit by unit. Each operational head put a series of processes that were measurable and were aligned to the Vision. It took more than four years of a bottom up approach, from the hotel to the corporate office, to achieve a uniform and common set of Taj Group Business processes. The BSC at the corporate office implemented through COVENARK® STRATEGIST, played a very critical role in triggering this change. A couple of years ago, under the leadership of Mr. Raymond Bickson as Managing Director and Mr. R.K. Krishnakumar as Vice Chairman, the Taj group went through its second critical transformation of differentiating the SBUs as
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