Find Understanding in Misunderstanding: Renewing the Cycle of Change-A Defense of the "Employees First, Customers Second" Philosophy of Management

By: Vineet Nayar

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Synopsis: As author Vineet Nayar, CEO of HCL Technologies, points out, it is probably easier to misunderstand his "employees first, customers second" management philosophy than it is to understand it. So in this chapter, Nayar addresses the misunderstandings he hears most frequently as he travels around the world talking about his unconventional approach and how it enabled HCLT, under his leadership, to realize enormous profitable growth-even during the worst of the global financial crisis. Some of the objections he addresses head on: "Employees first, customers second" won't work in difficult times; it isn't necessary in good times; customers will never see its value; it requires large-scale initiatives; it doesn't improve a company's performance. In a narrative rich with anecdotes but reliant on solid business results, Nayar presents a compelling case for creating transformative change, even in a vast global corporation, by turning conventional management upside down. This chapter was originally published as Chapter 5 of "Employees First, Customers Second: Turning Conventional Management Upside Down."