Employees First, Customers Second Audio Book
When Vineet Nayar took the helm of HCL Technologies in 2005, the company's legacy of success was threatened by global shifts in the IT services market that left HCLT struggling to keep up with its bigger rivals. Five years later, the company had become one of the fastest-growing IT services partners on the planet, world-renowned for its radical management practices. In fact, its bold management experiments enabled it to enjoy continued rapid growth through the economic recession.
What did HCLT do to effect such a transformation? As Vineet Nayar describes in this refreshing book -- EMPLOYEES FIRST, CUSTOMER SECOND: Turning Conventional Management Upside Down -- HCLT's success resulted from putting employees first, especially those working in the "value zone" where company and customer interact. To do so, they did not institute any employee satisfaction programs, undertake any massive restructurings, or pursue any major technology initiatives. Instead, they employed a number of relatively simple catalysts that produced big (and often unexpected) results and proceeded through four phases:
Mirror: Nayar traveled around the world, bluntly speaking the truth about the company's situation to employees and getting them to turn their eyes away from the past and toward a better future.Trust Through Transparency: A culture of trust was created by opening the financial books, sharing information that would make other companies cringe, and enabling employees and managers (including the CEO) to ask questions of each other.
Inverting the Pyramid: The company redefined processes to make the enabling functions and company management accountable to employees -- with resulting improvement in both their effectiveness and their passion for their work.
Recasting the Role of the CEO: Nayar sought to transform the company into a self-governing organization by transferring the responsibility for change from the office of the CEO to the employees in the "value zone".
Rumour is that Vineet Nayar has invented a whole new way of configuring and managing an enterprise. I think there's more than a grain of truth to that. I'm on the verge of declaring that Mr. Nayar could be the next Peter Drucker. - Tom Peters, Author of In Search of Excellence "Vineet Nayar has a revolutionary idea-the business relationships are personal relationships, and that a successful company will understand and integrate that philosophy. Nayar's notions of 'trust, tranparency, and the romance of tomorrow' will rejuvenate the corporate soul." - Judy McGrath CEO, MTV.