CHAPTER 8

Process of Employee Empowerment

Opening Case: The Valour of Employees that Saved Lives on a Day of Carnage

On 26 November 2008, during a high-profile corporate dinner party thrown at the second floor banquet hall of the Taj Mahal Palace Hotel in Mumbai, a young manager in charge of the party and her staff heard some gunshots. They initially thought that probably the sounds were coming from the crackers bursting at a nearby weeding, but soon they realized that something was terribly wrong. They realized that those were gunshots of the terrorists that had stormed into the Taj hotel. Sensing trouble, the manager and the staff took immediate charge of the guests’ safety. Getting the doors locked and lights turned off, the manager asked ...

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