Licenciatura en Creación y Desarrollo de Empresas (CyDE)

Licenciatura en Negocios Internacionales (NI)

The Ordinary Heroes of The Taj Mahal

Analysis Questions
NAME: _________________________________________
DATE: _________

1. READING COMPREHENSION. From the perspective of the overall organizational

strategy: Which one is the main strategic argument presented in this reading? (Use no more
than 30 words in your answer)

2. REASONING. In the reading it is stated that: “How an Indian hotel chain’s organizational
culture, nurtured employees who were willing to risk their lives to save their guests”.

Three factors identified are:

- A Values-Driven Recruitment System

- Training Customer Ambassadors

- A Recognition-as Reward System

From your point of view, which one of those factors best explains the situation? (Choose one
and justify your answer in no more than 30 words)

3. APPLICATION. What can other organizations do to emulate that level of service, both in
times of crisis and in periods of normalcy? Propose two (2) very specific actions. (Use no more
than 30 words in your answer)