An Overview of the "Employees First, Customers Second" Approach to Management-How Empowering Your Employees Sets the Stage for Transformative Growth

By: Vineet Nayar

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Synopsis: If yours is a knowledge-based business, you know that your company's assets lie increasingly in the talent and creativity of your employees. Vineet Nayar, CEO of HCL Technologies, a global IT services company, draws on his own experience to show how a company can focus on its value creators-its frontline employees-to achieve remarkable growth and profitability through innovation. In this chapter, he describes how his company turned the conventional wisdom-that the customer always comes first-upside down. By putting employees first, writes Nayar, you can bring about a fundamental change in the way you deliver value to your customers and differentiate your company from its competitors. This is the story of one company's journey to transformation and accelerated growth, but it's one that can be adapted and applied in a thousand different ways-in any company, industry, or culture. This chapter was originally published as the Introduction of "Employees First, Customers Second: Turning Conventional Management Upside Down."