Employee firstcustomer secondworlds most modern management ideafor tune magazine 2. He was able to take the it services firm hcl technologies on that journey from losing market share to unbelievable growth during his tenure as ceo. I worked at hcl technologies fulltime for more than 3. This strategy transformed hcl technologies into one of the most fastest growing technology companies in the world.
Employees first, customers second quotes by vineet nayar. At hclt, vineet nayar adopted an employees first structure in which management is accountable to employees, as well as the other way around. By doing so, it fired the imagination of both employees and customers and set hclt on a journey of transformation that has made it one of the fastest. Everyday low prices and free delivery on eligible orders. In todays column i interview vineet nayar, ceo of hcl technologies, one of the. Strategic goals was to create a unique efcs employee organization, to conduct an inverted organizational structure, create transparency and accountability within the organization, and to encourage valuedriven culture. Hcl technologies locations, hcl technologies updates and more at business standard news. Born in 2005, the employees first, customers second efcs philosophy turned basic management principles upside down and changed business as usual at hcl technologies. Appraisal bonuses are not satisfactory for most of the employees compensation letter some times released only by nov process keeps changing and one needs to be adaptable, delayed compensation letter release is one such example. Hcl technologies locations business standard news page 1. The customer is the worlds largest aerospace and defense company.
Mar 11, 2015 hcl technologies employees first, customers second hcl technologies, a tech solutions company that was started in india is pioneering new forms of management and internal practices that truly do put the employee first. Buy employees first, customer second book online at low. Turning conventional management upside down by nayar, vineet isbn. Vineet is recognised as one of the worlds foremost voices on human potential management and workplace transformation, thanks to his groundbreaking employees first, customers second philosophy which puts humans at the centre of businesses.
Vineet, ceo hcl technologies takes two weeks each year to prepare for the event and. Hcl technologies, a tech solutions company that was started in india is pioneering new forms of management and internal practices that truly do put the employee first. Employee first customer second case study solution, hcl technologies, large indian it services company, has rolled out a radical new strategy, an employee of the first, second client efcs in 2005. But his way of doing it runs counter to much of the received wisdom in the broader business world, and that way is captured in the title of. One such idea putting employees first and customers second sparked a revolution at hcl technologies, the it services giant. Employee first customer second hcl technologies slideshare. Predictably, social media helped bring the protesters together. In this candid and personal account, vineet nayarhclts celebrated ceorecounts how he defied the conventional wisdom that. Thank you for your interest in fosters, the premier lawn and garden hard goods wholesaler in the upper midwest our goals are to serve our market with. It was the first in indian market offering technological trends like dos. Hcl provides a wide range of growth opportunities, suitable to the skills and caliber of employees. Its central philosophy is employee first, customer second, which. Pro active and self starter with the great ability of leadership.
Page 1 by continuing to use this site you consent to the use of cookies on your device as described in our cookie policy unless you have disabled them. Employee first customer second case analysis, hcl technologies. Employee first customer second case study analysis, subjects covered change management innovation it management organizational change organizational management. Its reputation as a company which conceived and pioneered the employee first customer second hcl technologies employee first customer second.
Employees first, customers second and millions of other books are available for amazon. Then each company should find its own methods and catalysts, like those employed by hclt, to increase transparency. One such ideaputting employees first and customers second sparked a revolution at hcl technologies, the it services giant. Mar, 20 the company happens to be hcl technologies, whose vicechairman vineet nayar till recently the ceo had made employees first, customers second a major slogan, winning global recognition for turning conventional management wisdom on its head. Innovating customer engagement in the retail industry using customer relationship management to analyze the. Founded in 1976, hcl is one of indias original it garage startups. Unless the employees are sufficiently tuned in, the customer will rush out of the premises. Employees first customers second each company should undergo a mirror exercise on a regular basis to identify the true situation within the company. Or should they put employees first, as hal rosenbluth suggests in his book the customer comes second.
Hcl technologies offers ser vices in pr oduct engineering and technolog y ser vices, custom applications and package implementation. We invite our customers as thought leaders to talk about what they are doing. Nayar joined hcl technologies in 1985 after earning his m. If you want to continue this discussion or have a follow up question, please post it on the network. Through this philosophy the aim was to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value driven culture. Mar 14, 2016 customer experience is the one area where a business can truly differentiate itself from competitors. Another great comment for hcl would be the worklife balance you can manage with your time both at and off work, as they follow a strict weekends off schedule. Use features like bookmarks, note taking and highlighting while reading employees first, customers second. Hcl technologies, large indian it services company, has rolled out a radical new strategy, an employee of the first, second client efcs in 2005. The employees first, customers second transformation. Employees first customers second by vineet nayar rajs lab. Prem sundar from hcl technologies is helping the customer in optimising its database and improving database query performance. The strategic goals for efcs were to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a valuedriven culture.
Employee first customer second case study solution, hcl technologies. Employees first, customers second vineet nayar tedxaix. One such ideaputting employees first and customers secondsparked a revolution at hcl technologies, the it services giant. Hcl technologies, philippines has been a great stepping stone in my career. Definitely customer is the king, but who has to take care. In february 2005, vineet nayar, ceo, hcl technologies announced a radical new philosophy, employee first, customer second efcs. The premise somewhat provocatively named employees first, customers second is that often most value in companies is generated at the bottom layers of the pyramid and that it is exactly those people there that should be empowered by management, so as to deliver the maximum value to the customer. Their website is filled with interesting information about their culture of ideapreneurship which puts employees at the forefront of innovation, their employee centric mission statement and their reverse management style. Hcl technologies innovation and change has been impacted through trends of change in the organizational culture, leadership, proactive assumption, and from learning culture concepts.
For example, in one panel at the 2009 meeting, four ceos discussed how employees first, customers second had helped customers. Hcl is good company to gain experience, i like my schedule i come in at 7. One small idea can ignite a revolution just as a single matchstick can start a fire. In this candid and personal account, vineet nayarhclts celebrated ceo recounts how he defied the conventional wisdom that companies must put customers first, then turned the. In this candid and personal account, vineet nayar hclts celebrated ceo recounts how he defied. Gamification tools and apps can promote customer first behaviors and collaboration tools help foster a spirit of teamwork. The company has a network of offices in 26 countries. Read about the honda worker, who rushes in a traffic to clean a dirty looking honda car, for he cant stand that sight. Aug 23, 2016 among the great variety of customer service and support solutions, there are many that offer creative ways to foster a customer first culture without abandoning the ability to quantify employee performance. Hcl technologies hclt, the corporation was doing all right. In february 2005, vineet nayar, ceo, hcl technologies announced a radical new philosophy, employee first, customer second. Employees first, customers second quotes showing 11 of 1 the role of the ceo is to enable people to excel, help them discover their own wisdom, engage themselves entirely in their work, and accept responsibility for making change.
Hcl technologies employees first, customers second. Employee first, customer second efcs is a radical new philosophy of hcl technologies. The employees first, customers second transformation journey. Company works on employee first customer second policy.
Capable to delve into the new leading technologies. By putting employees first and leveraging the power of social technology. Hcl technologies employee first customer second human. As nayar wrote in his reserve, employees first, customers second, the position in the ceo will be to empower people to excel, support them uncover their particular wisdom, interact them selves entirely in their function, and acknowledge hcl technologies employee first customer second responsibility for. The tactical goals for efcs were to create an unique employee organization, drive an organizational structure that is inverted, create accountability and transparency within the organization, and. Vineet nayar is author of the highly acclaimed management book employees first, customers second. Then each company should find its own methods and catalysts, like those employed by hclt, to increase transparency and trust and cultivate a culture for change. In this candid and personal account, vineet nayar hclts celebrated ceo. In order to view or print the documents provided in pdf, i may have to obtain the adobe acrobat reader, which is available free of charge at adobes website.
Ability to work well in both a team environment and. Jun 18, 2010 vineet nayar is chief executive officer of hcl technologies, the indiabased global information technology services company, and author of employees first, customers second. Vineet nayar born 1962 is an indian business executive, author and philanthropist. Hcl technologies, a leading indian it services firm, rolled out a revolutionary new strategy, employee first, customer second efcs in 2005. I worked at hcl technologies fulltime for more than 3 years. Hcl technologies employee first customer second case study. Download it once and read it on your kindle device, pc, phones or tablets. Employee firstcustomer second hcl technologies pdf. Jun 08, 2010 buy employees first, customer second book online at best prices in india on. Is there inherent value in every employee in his or her knowledge, creativity, commitment and capacity to. The information provided is from their perspective. Videowhen i worked for ibm, the customer was always right.
Should they put customers first as so many businesses are quick to claim in their annual reports. Vineets implementation of efcs at hcl technologies, where he was appointed ceo from 200720, was a noted phenomenon in the business world. Hcl technologies employee first customer second glassdoor. I was offered a great salary package, and benefits among others. Hcls policy of relationship beyond contract has enabled expansion of our business and wide job opportunities. Through this philosophy the aim was to create a unique employee organization. Jun 08, 2010 the premise somewhat provocatively named employees first, customers second is that often most value in companies is generated at the bottom layers of the pyramid and that it is exactly those people there that should be empowered by management, so as to deliver the maximum value to the customer. Its reputation as a company which conceived and pioneered the employee first customer second hcl technologies employee first customer second glassdoor best jobs in america new.
Jan 30, 2009 employee first customer second initiative by hcl described by fortune magazine as worlds most modern management idea. Good work ethics with excellent communication and interpersonal skills. For the first time ever, a leading indian it company has witnessed a street protest by its own prospective employees. Employee firstcustomer second hcl technologies pdf download. If you do not put the employee first if the business of management and managers is not to put employee first there. The strategic objectives for efcs were to create a unique employee organization, driving an inverted organizational structure, create transparency and accountability within the organization and promotion. Leaders interview with vineet nayar, vice chairman and. Hcl technologies history company was founded by shiv nadar with fellow engineers having wonderful rnd capabilities in 1976, shortly after indian govt. Feb 02, 2009 employee first, customer second efcs is a radical new philosophy of hcl technologies. Vineet nayar is the former ceo of hcl technologies, founder of the sampark foundation and author of a book that is considered as a revolution in management, employees first, customers second. What is nayars ideas about human resource development being transferable to other industries and other. April 2005, vineet became hcl technologies president at the request of.
Employee first, customer second hcl technologies a measuring the benefits of employee engagement managing closing time to enhance manager, employee, and customer satisfaction ebays connected technologies. In this candid and personal account, vineet nayar hclts celebrated ceo recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by. Turning conventional management upside down kindle edition by nayar, vineet. The strategic goals for efcs were to create a unique. Hcls employeefirst slogan takes a beating latest news. More than 100,000 copies sold one small idea can ignite a revolution just as a single matchstick can start a fire. Employees first, customers second 6 photos website. He recommends an alternative that includes some unconventionaleven radicalmanagement practices. Hcl technologies, a major indian it services company, rolled out a radical new strategy, employee first, customer second efcs in 2005. At hcl, it is not just our business but our social responsibility to ensure that our customers, particularly those delivering critical servicessuch as healthcare, pharmacy, food supply and distribution, and civic amenities such as power, safety and governanceremain up and running with the requisite it support as the world battles the unprecedented. Were already seeing some exciting innovations in 2016 as businesses continue to realize the value exceptional customer experiences cx yield for their bottom line.
First, customers second, is the first person account of hclts transformation from a company mired in complacency into a one of the fastestgrowing global it service firms. Employee first customer second case solution,hcl technologies. The company happens to be hcl technologies, whose vicechairman vineet nayar till recently the ceo had made employees first, customers second a major slogan, winning global recognition for. Turning conventional management upside down harvard business press, june 2010. Its aviation electronic systems and products are installed in the flight decks of nearly every aircraft in the world. Employees decide own salary, and employee appraise their bosses 1 concept 1 solution douglas mcgregor. In todays column i interview vineet nayar, ceo of hcl technologies, one of the largest i. This is the employers chance to tell you why you should work for them. May 01, 2010 buy employees first, customers second. Vineet nayars employees first, customers second the. I wrote about this on my blog a few months back without naming anyone specifically.
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