Employee First Customer Second
 
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Employee First Customer Second : Turning Conventional Management Upside Down

 

One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea - putting employees first and customers second - sparked a revolution at HCL Technologies, the IT services giant. In this candid and personal account, Vineet Nayar - HCLT's celebrated CEO - recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around. By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies. Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by:

Creating a sense of urgency by enabling the employees to see the truth of the company's current state as well as feel the "romance" of its possible future state ·

Creating a culture of trust by pushing the envelope of transparency in communication and information sharing ·

Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone ·

Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of "change" to the employee in the value zone Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.

 

About the Author

 


Vineet Nayar is Vice Chairman and Joint Managing Director of HCL Technologies Ltd. (HCLT), and author of “Employees First, Customers Second: Turning Conventional Management Upside Down.” He is also an acknowledged management visionary and a radical thinker who developed the company’s ‘Employees First, Customers Second' philosophy.

Nayar relates the story of his company’s success in the book and also outlines the intellectual basis for the transformation and the lessons learned. The book has been praised by some of the world’s leading business leaders including the late C.K. Prahalad, Tom Peters, Gary Hamel, Ram Charan, and Victor Fung.

 

Book Details

 

Author : Vineet Nayar

Pages : 208

Language : English

Binding : Paperback

ISBN : 9781422143872