Sept. 29, 2008
HCL TECHNOLOGIES: EMPLOYEE FIRST, CUSTOMER SECOND
Introduction In April 2005, Vineet Nayar,1 newly ap transported chair of HCL Technologies (HCL),2 took on the challenge of bringing the company to a leadership position in the IT services industry. It was a formidable chore given that HCL was, at the time, plagued with many problems, not least an detrition rate of almost 17%â€"much higher than that of its briny competitorsâ€"and a demoralized work force. Earlier in his career, Vineet had headed up Comnet, an IT infrastructure startup within HCL. Although it was eventually very successful, Comnet had seen nearly rocky times. At one point, several major customers were upset, and Vineet set himself for a meeting with yet another disappointed customer. He was pleasantly surprised that this particular customer was in position very happy with Comnet. What surprised him much more, however, was that after salutation him, the customer representatives chose to ignore him almost completely, and directed most of their comments to individuals on the core Comnet project team. Vineet heard these individuals praised at length for their contributions, time references to him were minimal. This meeting proved to be a turning point in the evolution of Vineets thinking on leadership.
He realized that having the right employees deeply engaged in the travail of customer value-creation was more important than anything he could do. In February 2006, Vineet announced a radical new strategy, Employee First, Customer Second, (EFCS) at HCLs first global customer meeting. The strategic goals for the EFCS
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Who neediness to be called Vineet. At the time of the writing of this case, Vineet was president and chief operating officer of HCL Technologies.
This case was prepared by Ravindra S. Gajulapalli, Associate Professor, Indian impart of Management Ahmedabad, and Kamalini Ramdas, Associate Professor of Business Administration. It was written as a basis for class discussion rather than...If you want to get a full essay, order it on our website: Ordercustompaper.com
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