Employees First, Customers Second: Turning Conventional Management Upside Down
Physical
AvailableWhat will you learn from this book
-
Employee-Centric Culture: Emphasizes the importance of creating a workplace culture where employees feel valued, empowered, and engaged.
-
Trust and Transparency: Promotes a transparent environment where trust between leadership and employees is fostered through open communication and sharing of information.
-
Inverting the Organizational Hierarchy: Challenges traditional top-down management by advocating for an inverted pyramid where leadership serves employees who, in turn, serve customers.
-
Accountability and Ownership: Encourages employees to take ownership of their roles, tasks, and contributions, promoting a sense of accountability and responsibility.
-
Continuous Feedback and Improvement: Advocates for continuous feedback loops that allow employees to voice opinions, share ideas, and participate in the decision-making process.
-
Investing in Employee Development: Prioritizes investing in employee training, skill development, and career growth opportunities to nurture talent within the organization.
-
Customer-Centric Approach through Employee Engagement: Believes that engaged and satisfied employees lead to better customer service and improved customer experiences.
-
Adaptability and Agility: Encourages organizations to be adaptable and agile in responding to changing market dynamics and customer needs, facilitated by an engaged workforce.
-
Measuring Employee Satisfaction and Performance: Advocates for metrics beyond financial indicators, focusing on measuring employee satisfaction, engagement, and performance.
-
Leadership's Role in Empowering Employees: Emphasizes the role of leadership in empowering employees by providing support, guidance, and removing obstacles that hinder their effectiveness.
| Language | English |
|---|---|
| ISBN-10 | 1422139069 |
| ISBN-13 | 9781422139066 |
| No of pages | 208 |
| Font Size | Medium |
| Book Publisher | Harvard Business Review Press |
| Published Date | 08 Jun 2010 |
About Author
Related Books
Sample font images
Small
Medium
Large
© 2024 Dharya Information Private Limited
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.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.
By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world. Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by:
• Creating a sense of urgency by enabling the employees to see the truth of the company’s current state as well as feel the “ romance” of its possible future state• Creating a culture of trust by pushing the envelope of transparency in communication and information sharing• Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone• Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of “ change” to the employee in the value zoneRefreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.