EMPLOYEES FIRST CUSTOMERS SECOND TURNING CONVENTIONAL MANAGEMENT UPSIDE DOWN PDF

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Goodreads helps you keep track of books you want to read. Want to Read saving…. Want to Read Currently Reading Read. Other editions. Enlarge cover. Error rating book. Refresh and try again. Open Preview See a Problem? Details if other :. Thanks for telling us about the problem. Return to Book Page. One such idea—putting employees first and customers second—sparked a revolution at HCL Technologies, the IT services giant. 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.

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Be the first to ask a question about Employees First, Customers Second. Lists with This Book. Community Reviews. Showing Average rating 3. Rating details. More filters. Sort order.

Apr 16, Prashant rated it it was ok. I read this book when a person from HCL was going to visit my department for a seminar. They sent information beforehand that the workshop is about this book and that they will also have gifts for all of us. Well, it turned out to be a gimmick to sell the books. As far as I can remember now the concepts are quite old and you will find almost nothing groundbreaking. Better work is done by Semlar in [Book: Maverick].

Nov 12, Kaustubh Kirti rated it liked it Shelves: india , management. Vineet Nayar's turnarond story is one of the masterpiece of evolving nature of corporate stakeholder management. While reading the book the authors story telling and flow makes it more appealing and important.

This book is all about emotions and understanding how people behave with the unknown. The best example is probably of a friend you meet after several years and he doesnot recognize you because you have changed so much. You never look into the mirror and think whether you have changed and t Vineet Nayar's turnarond story is one of the masterpiece of evolving nature of corporate stakeholder management.

You never look into the mirror and think whether you have changed and this question makes all the difference. Starting as a soul searching activity through checking self in Mirror and identifying the things pulling back in self the author drives the book into the cauldron of corporate reforms.

From soul searching to bringing in transparency and a culture of change the author successfully inverts the pyramid and makes the employee the center of all business activity. Whether it is the brightest or the weakest every employee is important. Author talks about empowerment through testimonials, degree feedback and better team building which made the change which HCL needed the most during that period circa THe book is all the more relevent today because of the proliferation of stratup and matrix structures and the changing nature of virtual and networked organisations.

With the IT sector facing another round of challenges during and the coming years the next phase of transformations would also be on similar lines. On a philosophical note author note that treating employees as human being with emotions and fears is key to make them work. Change is not so complicated as managing or evolving the culture of change and communicating what to do next. The book however fall short of just one aspect.

A more micro picture of how this employee first feature works. Management thought and learning is ongoing but micro picture of responses and detailed version of changes would make the read more illustrative. THe book is more of good read with bold understanding of how to drive organisations and thinking out of the box.

Nov 13, John G. It's a winner! Clearly and warmly exposes the myths of conventional business management and the wastefulness of hierarchy and command and control centered organizations.

It's a very simple idea, but almost revolutionary in the workplace, treat your employees well and they will take ownership of their workplace and deliver exceptional performance. In fifty years of living, I have never seen this attempted but yet we all know it's true!

Beyond business, this book is about following your own path and going against conventional wisdom and power structures. May 12, Paul Whitla rated it liked it. How inverting the organizational pyramid and building a culture of trust can enable a company to create a passion for customer facing. Change and long term growth. Written by an Indian tech services CEO and based upon his personal experience, liberally laced with tales from his childhood and what he learned sitting next to someone on a plane etc I.

Largely anecdotal Some satisfactory stuff about setting points A and B before setting off on a journey and the reasons the pyramid needs to be inve How inverting the organizational pyramid and building a culture of trust can enable a company to create a passion for customer facing. However, not much of it is really very new and there are few external examples to back up the ideas. I liked the discussed concepts and ideas in this book because it was based on practical experience of the author, however, What I didn't like is the showoff part and marketing i.

Jun 12, Karan Shah rated it really liked it. I'm leading an IT services company myself and thus perhaps I could relate a lot but I liked the humbleness and the way with which the book is presented. There were some good takeaways I could see such as those regarding trust and transparency. I would have loved to see something more concrete but it was designed to be an easy read I suppose. Jul 03, Jogy Abraham rated it it was amazing.

I didn't know that something like this has happened around us. I like viewing things in a different perspective and that's what I liked about Vineet's experiments at HCL.

Would like to see HCL continue doing what Vineet has started and becoming one of the great example how an organisation can grow by focusing on employees. May 29, Azzam Ayoub added it. A great book describing a true success story of HCL company and how they managed to thrive in tough times by following a Philosophy of putting employees first and making top management accountable for them.

Jul 11, Vijay Shrotryia rated it it was amazing. Dec 24, Pradip Caulagi rated it really liked it. A real war story explaining ideas simply and clearly! And as far as I can tell, in line with modern theory as well. Enjoyed it a lot. Oct 03, Sandeep Sharma rated it it was amazing.

Vineet has provided an insight view of how he was able to transform HCLT. Also the examples he co-related from family system are very practical. A recommended read for every professional Apr 06, Todd McQueen rated it liked it. Worth reading for management ideas. Apr 08, Rohan Hattangdi rated it it was amazing. Amazing read on how to put your employees at the center of your organization. Jun 23, Pratik Garg rated it it was amazing. Yet another management book which discusses a simple idea of change in the manner an organisation typically functions.

What is it about? The author lamenting his success story at HCLT presents an idea of focusing more on your team members and empowering them for improved results and enhanced customer engagement as compared to focusing primarily on customer needs. How is it helpful? Such an environment provides with high level of employee engagement that nurtures a culture of empowerment and initiati Yet another management book which discusses a simple idea of change in the manner an organisation typically functions.

Such an environment provides with high level of employee engagement that nurtures a culture of empowerment and initiative. The author showcases multiple examples wherein empowering employees helped the company he was heading, HCLT. Faster deliver of output and enhanced employee satisfaction were the very basics the author expected out of the idea, and what turned out of this experiment at HCLT.

He primarily talks about how opening the company to its employees, building a transparent system of working and open dialogue system of communication instead of monologues actually helped driving better results.

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So, by putting employees first, you can bring about fundamental change in the way a company creates and delivers unique value for its customers and differentiates itself from its competitors. I was very excited to read this book about a management philosophy that had interested me for years. The Employees First, Customers Second management philosophy is brilliant. The eponymous book is not. Your comment.

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Employees First, Customers Second: Turning Conventional Management Upside Down

Below are the available bulk discount rates for each individual item when you purchase a certain amount. Publication Date: June 08, 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.

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