EMPLOYEE FIRST CUSTOMER SECOND VINEET NAYAR PDF

He wears that smile as he addresses the audience at the Nordic Business Forum. But his way of doing it runs counter to much of the received wisdom in the broader business world, and that way is captured in the title of his bestselling book: Employees First, Customers Second: Turning Conventional Management Upside Down. Nayar emphasizes the literal definition of that term; to transform means to change the form of something. In order to really grow, a company will need to make two changes:. But how do you build such a team? How do you get together a group of people who are willing to take on the impossible, and get them to execute at a high level to do it?

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We created award mechanisms for recognizing and implementing ideas from the bottom of the pyramid. We measured progress on this front through KPIs such as how many decisions were being taken at the bottom; how many were succeeding; how many were going wrong; how passionate were employees; and, lastly, quarterly performance. With this final step, HCLT became a high performance organization virtually overnight.

We transformed excuses into a high degree of ownership. We had empowered employees to take charge and given them what they needed to perform, so we threw excuses out.

If your intent is to give them what they need to excel and perform as well as a true delegation of authority and the permission to make mistakes, then yes, employees will embrace that responsibility.

But if the intent is not clear, and your execution is in fits and starts, doubt and fear will dominate that if things go wrong, they will be blamed, and they will resist the responsibility. To keep informed in trends in management and leadership Subscribe to our newsletter. Leadership , Management , Interview. Tagged with : trust , leadership , management , teams.

Share this post. Caroline is our editor-in-chief. She play a key role in shaping our editorial strategy, keeping a sharp eye on business research, publications, and trends and interviewing business experts and leaders from around the world. Newsletter Register your email below to receive our alerts Your email. Read also: Business Digest welcomes Vineet Nayar,…. What can you do to retain restless younger…. Keep in touch! To keep informed in trends in management and leadership Subscribe to our newsletter Your email.

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Employees First, Customers Second

As a result, 25, people looked up to him and waited for his direction. But there was a problem. It employs - nowadays - more than , people and operates globally. It is one of the pioneers on our Bucket List we yet have to visit. Back in , HCL had a strong desire to transform into 'the best company in the world'. In his TED-talk , Vineet revisits a moment in history: "Transform is a very interesting word: changing the form of something permanently". First, by innovating in what you do which is the obsession of the word.

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Employees First, Customers Second: Why It Really Works in the Market

If this is your first time registering, please check your inbox for more information about the benefits of your Forbes account and what you can do next! When I worked for IBM , the customer was always right. Vineet argues that how it got to be one of the world's largest IT firms is by putting employees first and customers second. Sounds radical, but when he explains, it makes sense. What is the central idea of your book?

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Vineet Nayar: Employees First, Customers Second

We created award mechanisms for recognizing and implementing ideas from the bottom of the pyramid. We measured progress on this front through KPIs such as how many decisions were being taken at the bottom; how many were succeeding; how many were going wrong; how passionate were employees; and, lastly, quarterly performance. With this final step, HCLT became a high performance organization virtually overnight. We transformed excuses into a high degree of ownership. We had empowered employees to take charge and given them what they needed to perform, so we threw excuses out. If your intent is to give them what they need to excel and perform as well as a true delegation of authority and the permission to make mistakes, then yes, employees will embrace that responsibility.

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