The "Employees first,Customers second" is a radical initiative adopted by HCL technologies under the leadership of Mr.Vineet Nayaar,Vice chairman and CEO.
I feel this concept really makes sense and sooner or later is going to be embraced by other service firms,not just limited to IT.
When I joined my first job after engineering,during our induction program,a lot of focus was on drumming the fact into the trainees's head that "Customer is God". But there wasn't any focus on motivating the trainees to treat customers as God.In a service business,the quality of your services is lot dependent on the employees.So,if the employees aren't genuinely happy about their job and aren't motivated enough to serve the customers better,customer centricity philosophy couldn't be put into practice.
Employees are like ambassadors of a company and are the face of the organization.The customer sees the organization through the eyes of the employees.If the employee is well engaged and motivated,his productivity would be increased by a significant margin.Improved productivity would mean greater business for the company.
The employees first approach can be implemented by having an extremely decentralized organization where the accountability and decision making power is pushed down the hierarchy.Every employee has to be feel that he's accountable for his actions and his actions have bearing on the company's topline.After all the biggest assets are the company's employees and they are instrumental in generating the cashflows for the company.
I feel this concept really makes sense and sooner or later is going to be embraced by other service firms,not just limited to IT.
When I joined my first job after engineering,during our induction program,a lot of focus was on drumming the fact into the trainees's head that "Customer is God". But there wasn't any focus on motivating the trainees to treat customers as God.In a service business,the quality of your services is lot dependent on the employees.So,if the employees aren't genuinely happy about their job and aren't motivated enough to serve the customers better,customer centricity philosophy couldn't be put into practice.
Employees are like ambassadors of a company and are the face of the organization.The customer sees the organization through the eyes of the employees.If the employee is well engaged and motivated,his productivity would be increased by a significant margin.Improved productivity would mean greater business for the company.
The employees first approach can be implemented by having an extremely decentralized organization where the accountability and decision making power is pushed down the hierarchy.Every employee has to be feel that he's accountable for his actions and his actions have bearing on the company's topline.After all the biggest assets are the company's employees and they are instrumental in generating the cashflows for the company.
