Hcl Technologies

UVA-OM-1366 Sept. 29, 2008 HCL TECHNOLOGIES: EMPLOYEE FIRST, CUSTOMER SECOND Introduction In April 2005, Vineet Nayar,1 newly ap transported chair of HCL Technologies (HCL),2 took on the challenge of bringing the social club to a leadership lieu in the IT services industry. It was a formidable chore condition that HCL was, at the time, plagued with many problems, not least an detrition step of almost 17% really oft higher than that of its briny competitorsand a demoralized work force. introductory in his career, Vineet had headed up Comnet, an IT base of operations startup within HCL. Although it was last very successful, Comnet had seen nearly fierce times. At one point, some(prenominal) major clients were upset, and Vineet set himself for a opposition with yet some other disappointed guest. He was cheerily surprised that this particular customer was in position very happy with Comnet. What surprised him much more, however, was that after salutation him, the customer representatives chose to ignore him almost completely, and say most of their comments to individuals on the pump 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 cognise that having the right employees deeply prosecute in the travail of customer value-creation was more important than anything he could do. In February 2006, Vineet announced a radical new strategy, Employee First, customer Second, (EFCS) at HCLs beginning(a) global customer meeting. The strategical goals for the EFCS 1 2 Who neediness to be called Vineet. At the time of the writing of this case, Vineet was president and chief operating military officer of HCL Technologies. This case was prepared by Ravindra S. Gajulapalli, Associate prof, Indian go on of Management Ahmedabad, and Kamalini Ramdas, Associate Professor of Business Administration. It was written as a basis for break up discussion rather than...If you wishing to get a fully essay, order it on our website: Orderessay

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