Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His qemployee first, customer secondq mantra has been recognized globally as an example of organizational innovation, and was deemed a qnew and radical management philosophyq ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as qhuman resourceq or as qintellectual capitalq or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The qEmployee Firstq philosophy should be the fulcrum of the transformation journey of any organization.In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as aquot;human resourceaquot; or as aquot;intellectual capitalaquot; or even as an asset like all its other assets-and how his unique perspective led to an ...
|Title||:||Employees First, Customers Second|
|Publisher||:||Harvard Business Press - 2010-01-01|