Employees First, Customers Second: Turning Conventional Management Upside Down

By Vineet Nayar

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 and, according to BusinessWeek, one of the twenty most influential companies in the world. 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.



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About the Hardcover

Publisher Harvard Business School Press
Publish date 06/08/2010
Pages 198
Availability Available
ISBN-13 9781422139066
ISBN-10 1422139069
Language English

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