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Employees First, Customers Second Turning Conventional Management Upside Down

Vineet Nayar

❶Aug 12, Verbiage rated it it was amazing.

by Vineet Nayar

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The author showcases multiple examples wherein empowering employees helped the company he was heading, HCLT. Faster deliver of output and enhanced employee satisfaction were the very basics the author expected out of the idea, and what turned out of this experiment at HCLT. He primarily talks about how opening the company to its employees, building a transparent system of working and open dialogue system of communication instead of monologues actually helped driving better results.

One of the crucial changes brought to the system, as the author laments, was the introduction of an open platform wherein any employee could address an issue, expect fruitful feedback and follow up on the progress of his problem solution via a tracking process. The leaders also introduced online portals for executives of the company to participate in company leadership, providing ideas for the next big change.

It is very well understandable that the level of employee satisfaction sky rocketed with it all. Of course, the company faced a lot of hurdles implementing the idea. Of many, the author majorly mentions about the 'everything good, but' problem. A lot of people are found skeptic about change. The author, being in no different spot, brought motivation from the lessons he learnt in school, addressing this issue with honesty and sincerity.

His example of accepting not being able to see things beyond the horizon yet awaiting a view, sounds insightful. In most organisations not considering its size, it is the team members who engage with the customers mostly. HCLT was no different. And therefore, they play a very important role in how the customers feel about the company and their level of satisfaction.

Empowering the employees and bringing them closer to management, HCLT created an environment of initiatives and openness. And hence, enhanced customer satisfaction. Why should you read it? The book is simple and straight forward. An idea is presented with a proof of its practical applicability. This is an idea which can be applied in most organisations albeit its size or industry, expecting positive results.

If you're looking for a book that tells you something about spotting the next big paradigm shift, this is the book you should consider picking up. Its written down fairly simply with as many examples as required. The book would leave you with a thought for transformation. The author boasts tremendous growth at HCLT with the application of this idea. May be its helps you too.

Check out its website. Sep 21, Anshul rated it it was amazing Shelves: I am the author of this book. Yes, that is correct. Even Vineet says, the book is not by him but by thousands of other employees who have written this book.

I am one of those thousands. Vineet is just an anchor person of thousands of us. Ray of hope of thousands of hope. Hope that we will be the largest IT company one day. And when that day comes, we will then turn around and say it was becua I am the author of this book. And when that day comes, we will then turn around and say it was becuase that one of thousands of us, Vineet, dared to dream a simple thought, called Employees First Customers Second.

Go ahead and read the book. You will enjoy it. Apr 29, Parxyr rated it really liked it Recommends it for: Vineet challenges the traditional concepts of command and control management structures by leading the charge with fully empowered employees and transparency through his organization.

By adopting these new management models, Vineet takes you through his journey to bring HCL Technologies to the forefront of the Indian outsourced IT offerings. There are interesting concepts in this book that appealed to me directly. The dismissal of old techniques, the use of social media tools internally to the o Vineet challenges the traditional concepts of command and control management structures by leading the charge with fully empowered employees and transparency through his organization.

The dismissal of old techniques, the use of social media tools internally to the organization to enable the transparency and empowerment of the workforce, and the new eyes approach to overall organizational transformation is an interesting adventure. Sep 23, Vinay Jain added it. It is a wonderful book. Written in same same fashion as it should be - upside down. I mean the chapter that should ideally be the first is included in the end. It is must read for every HCLite.

Further, it gives a lot of insight into the management pratices' followed by the company and how it has turned saved the company form the turbulent waters in the time of dot com bust. It also gives a good picture of how CEOs see the organisation form others mind. Al in all a good word by Vinnet It is a wonderful book. Al in all a good word by Vinnet Nayar. Nov 10, Antony Dick rated it it was amazing. I came across this book when I was hearing one of Vineet's speeches in youtube.

Having the curiosity developed with the name of the book I wanted to read it. This book is all about his personal experience narrated in a subtle way which will provoke you to think across boundaries to help you develop personally and also professionally. A must read for someone who wants to do something to his organization and help the company develop.

With a different perspective about how we can win the hearts of th I came across this book when I was hearing one of Vineet's speeches in youtube. With a different perspective about how we can win the hearts of the customer by winning the hearts of the Employees first. Aug 12, Verbiage rated it it was amazing. This one had to be a must read for me especially when its written by one of the people I admire.

Tom Peters thinks he just might be the next Peter Drucker. Way to go Vineet". Feb 20, Jitender S. Writing about some management concepts is easy but implementing them is tough and that what Vineet Nayar has done.

Employee First Principle took the route of transparency, reverse-accountability, and collective wisdom. If Tom Peters says, "Mr. Nayar could be the next Peter Drucker", then its better have a close look at what Vineet has achieved.

Sep 01, Onkar rated it liked it. Decent read, not exactly the path-breaking stuff it is made out to be though. People from IT services background can relate better to the book.

Jul 27, Satia rated it liked it Shelves: Not a bad book. The suggestions are clear enough without giving specific "how-to's". The logic seems unsupportable but in practice makes more sense than anything else. I promised to pass this one on to my son when I was finished.

Jun 29, Ramakrishnan M rated it really liked it. Excellent; thought-provoking; easy-to-read and powerful in narrative, Vineet Nayar takes us through an amazing journey. A must-read for every corporate leader May 13, Manish Raj added it. A must read for aspiring business leaders.. Feb 03, Bryan added it. A concept that I generally support but not a terribly enlightening book. Basically one big case study. 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.

In Employees First, Customers Second , HCLT CEO Vineet Nayar describes how he helped his company grow from a middle player to a leader in its field by changing the rules of the game and implementing a short list of highly unconventional management ideas.

Years ago, HCLT was a leader in the technology field, attracting the best and brightest employees. But from to , the company was losing ground. Harvard Business School began to teach students about the company as a case study. When employees are put first, he points out, they become more engaged.

And when management is more accountable, the company creates more value for its customers. Nayar explains that there were four phases that the company passed through to reach its current success. Nayar calls the first phase of transformation "Mirror Mirror" because this is the time when a company looks at itself closely to determine where it needs to change.

This is also when it decides what it wants to look like in the future. The second phase is "Trust Through Transparency," which involves creating a culture that embraces the changes needed to transform the company into something better. By making managers and bosses accountable to the employees who create the most value, he made the changes in his company more sustainable because they could now "outlast the leader who initiated the transformation.


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employees first and customers second. So, by putting employees first can bring about fundamental change in the way a company creates .

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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.

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3 4 HCLT defied conventional wisdom when it turned the management structure upside down. By putting employees first and customers second, HCL was able. employees first customers second turning conventional management upside down Of course, you can select the book in various data kinds and also media. Seek ppt, txt, pdf, word, rar, zip, and kindle?

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This item: Employees First, Customers Second: Turning Conventional Management Upside Down by Vineet Nayar Hardcover $ Only 1 left in stock - order soon. Ships from and sold by AcjBooks/5(68). In Employees First, Customers Second, HCLT CEO Vineet Nayar describes how he helped his company grow from a middle player to a leader in its field by changing the rules of the game and implementing a short list of highly unconventional management ideas. His efforts, and those of his employees, were able to transform the company into a .