Vineet Nayar: Employees First, Customers Second. by: Mike Sturm. Vineet Nayar has a smile that implies that he knows something that many. In today’s column I interview Vineet Nayar, CEO of HCL one of the world’s largest IT firms is by putting employees first and customers second. Review the key ideas in the book Employees First Customers Second by Vineet Nayar in a condensed Soundview Executive Book Review. Summaries & book.

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The Discipline of Getting Things Done.

Vineet Nayar: Employees First, Customers Second

That, in and of itself, seems impossible. You can firzt more about his management philosophies at his own scrapbook and a blog at Harvard Business Review website.

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: To do so, they did not institute any employee satisfaction programs, undertake any massive restructurings, or pursue any major technology initiatives. What is the core business?

Nayar helped to break with the past, and helped to create a program using audio programs on boomboxes to help teach English to teachers and students at the same time, then empower teachers to reinforce and build upon the lessons to the students.


Where does your differentiated value get created? In fact, its bold management experiments enabled it to enjoy continued rapid growth through the economic recession.

They give orders, but the orders are not executed because there is no trust. In order to really grow, a company will need to make two changes:. Benefits cannot be that. Employees First, Customers Second by: That was until he met a coach who not only taught him Judo but helped him win an entire tournament.

In Judo, there is an aggressive move—the counter of which is to natar hold of the right arm of the opponent and spin them around. She comes and picks up the child and defines the vision for the child…. What creates the differentiated value? Given the fact that the value is created by the employees in their interface with the customers, what should the business of the managers be?

Nayar has his eyes on something more: His vision for HCL was simple: Why do you—the company—exist? Nayar used the four questions and four steps in Indian schools to vastly improve educational outcomes—specifically in English and math.

Vineet Nayar: Employees First, Customers Second – Nordic Business Report

The results tell the tale. And something which is unreasonable, not backed by data, completely disconnected from the past, suddenly becomes a reality of the future. Get seconc digital copy of the summary from the link below. A passionate and disruptive thinker, Vineet has introduced to tirst world a unique brand of energetic and inspirational leadership. The system had a guaranteed resolution time. Management also had appraisals done regularly by employees.


The purpose of the business is to create and deliver differentiated value to the customers. So as a leader, you need to be able to provide your people with a vision that resonates with them.

Given that the value is created in the value zone that exists between the customers and the employees, it seems obvious that it is the employees who create the differentiated value. Nayar tells the parable of a plumber who shows up at an expensive house, and the owner wastes 2 hours telling him about how great the house is.

I think there’s more than a grain of truth to that. Employees First, Customers Second: Does your team believe in you? She personally told them how hard everyone had worked on the presentation and how hard they will work to create value for them.

He wears that smile as he addresses the audience at the Nordic Business Forum. Culture of Creativity by: Numerous coaches turned him down, saying that a one-armed person could never excel at Judo. We call her the Amma.