UVA-OM-1366 Sept. 29, 2008 HCL TECHNOLOGIES: EMPLOYEE FIRST, CUSTOMER SECOND Introduction In April 2005, Vineet Nayar,1 newly ap transported prexy of HCL Technologies (HCL),2 took on the challenge of bringing the company to a leadership bewilder in the IT services industry. It was a formidable job given that HCL was, at the clock, plagued with many problems, not least an contriteness rate of almost 17%much higher than that of its briny competitorsand 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 just about rocky times. At one read, several major customers were up raise, 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 repres entatives 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 campaign of customer value-creation was more important than anything he could do. In February 2006, Vineet proclaimed a radical new strategy, Employee First, Customer Second, (EFCS) at HCLs first global customer meeting. The s trategic goals for the EFCS 1 2 Who nee! diness to be called Vineet. At the time of the writing of this case, Vineet was president and honcho operating officer of HCL Technologies. This case was prepared by Ravindra S. Gajulapalli, henchman Professor, Indian impart of Management Ahmedabad, and Kamalini Ramdas, Associate Professor of job Administration. It was written as a basis for class word rather than...If you want to get a full essay, lay it on our website: OrderCustomPaper.com
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