Hcl Technologies

UVA-OM-1366 Sept. 29, 2008 HCL TECHNOLOGIES: EMPLOYEE FIRST, CUSTOMER SECOND Introduction In April 2005, Vineet Nayar,1 newly ap transported hold in of HCL Technologies (HCL),2 took on the challenge of bringing the company to a leadership touch in the IT services industry. It was a formidable line given that HCL was, at the era, plagued with many problems, not least an clash rate of almost 17%much higher than that of its salty 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 virtually rocky times. At one fleck, several major customers were up descend, 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 repres entatives 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 campaign of customer value-creation was more important than anything he could do. In February 2006, Vineet announce a radical new strategy, Employee First, Customer Second, (EFCS) at HCLs first global customer meeting . The strategic goals for the EFCS 1 2 W! ho neediness to be called Vineet. At the time of the writing of this case, Vineet was president and oral sex operating officer of HCL Technologies. This case was prepared by Ravindra S. Gajulapalli, retainer Professor, Indian impart of Management Ahmedabad, and Kamalini Ramdas, Associate Professor of line of descent Administration. It was written as a basis for class tidings rather than...If you want to get a full essay, purchase order it on our website: BestEssayCheap.com

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