Hcl Technologies

UVA-OM-1366 Sept. 29, 2008 HCL TECHNOLOGIES: EMPLOYEE FIRST, CUSTOMER SECOND Introduction In April 2005, Vineet Nayar,1 newly ap transported chasten of HCL Technologies (HCL),2 took on the challenge of bringing the company to a leading fleck in the IT services industry. It was a formidable undertaking given that HCL was, at the clip, plagued with many problems, not least an clash rate of almost 17%much higher than that of its brackish 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 well rocky times. At one closure, several major customers were up act, 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 military greeting him, the customer repre sentatives 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 compass 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 meeti ng. The strategic goals for the EFCS 1 2 ! Who neediness to be called Vineet. At the time of the writing of this case, Vineet was president and captain operating officer of HCL Technologies. This case was prepared by Ravindra S. Gajulapalli, yoke Professor, Indian impart of Management Ahmedabad, and Kamalini Ramdas, Associate Professor of note Administration. It was written as a basis for class intelligence rather than...If you want to get a full essay, separate it on our website: BestEssayCheap.com

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