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Employees First, Customers Second: Turning Conventional Management Upside Down

Vineet Nayar

MORE THAN 100,000 COPIES SOLD One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea--putting employees first and customers second--sparked a revolution at HCL Technologies, the IT services giant.

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Book Information

Publisher: Harvard Business School Press
Publish Date: 06/07/2010
Pages: 198
ISBN-13: 9781422139066
ISBN-10: 1422139069
Language: English

What We're Saying

September 19, 2011

Break Your Own Rules

By Sally Haldorson

Author of Employees First, Customers Second, Vineet Nayar, recently wrote a couple of blog posts included on the HBR Blog Network that started a bit of a dust-up in comments. First, at the beginning of the month, he asked the question: "Are Women Dissatisfied Enough? " and went on to assert two "pre-conditions" were needed--in addition to an enabling corporate environment--to improve the successes of women in business. READ FULL DESCRIPTION

July 19, 2010

Culture Building

By 800-CEO-READ

Vineet Nayar's Employees First, Customers Second: Turning Conventional Management Upside Down, and Ed Muzio's Make Work Great: Supercharge Your Team, Reinvent the Culture, and Gain Influence - One Person at a Time, are two recent books for managers about making a difference through culture change. Why is culture change the solution? Both authors stress that creating stronger teams is the best way to adapt to changes in industry, and being prepared for future changes. READ FULL DESCRIPTION

December 30, 2010

The Bestsellers of 2010

By 800-CEO-READ

This year saw a big development in our monthly bestseller lists, as Inc. magazine decided to partner with us to spread the word about what books businesspeople are purchasing for themselves and their teams. Thus was born the Inc. READ FULL DESCRIPTION

Full Description

MORE THAN 100,000 COPIES SOLD One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea--putting employees first and customers second--sparked a revolution at HCL Technologies, the IT services giant. In this candid and personal account, Vineet Nayar--HCLT's celebrated CEO--recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around. By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world.
Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by: - Creating a sense of urgency by enabling the employees to see the truth of the company's current state as well as feel the "romance" of its possible future state - Creating a culture of trust by pushing the envelope of transparency in communication and information sharing - Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone - Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of "change" to the employee in the value zone Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.

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