Summary of Employees First, Customers Second

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Employees First, Customers Second book summary
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8 Overall

8 Applicability

7 Innovation

8 Style


When Vineet Nayar stepped in as president (in 2005) of India’s storied global IT firm, HCL Technologies (HCLT), the corporation was doing all right. That was the problem – just all right; it needed to do better. HCLT was beginning to stagnate, allowing its competitors to jump ahead. Realizing the need for unconventional thinking and management, Nayar derived the “Employees First, Customers Second” (EFCS) philosophy. In this short, personable book, he explains EFCS’s principles and how he put it to work at HCLT, turning the organization’s fortunes around in just five years. The good news: EFCS strategies can work at your company, too. getAbstract found Nayar’s tale thought provoking, entertaining as well as enlightening and recommends it to CEOs, managers and all employees seeking renewed effectiveness.

In this summary, you will learn

  • Why India’s HCL Technologies (HCLT) decided to put employees first and how it implemented a four-step series of changes; and
  • How you can use a new and counterintuitive approach to change management practices within your organization.

About the Author

Vineet Nayar joined HCL in 1985 and today functions as HCLT’s CEO and vice chairman. Nayar is part of the Thinkers50, a listing of the world’s top 50 business thinkers, and he appeared in Fortune magazine’s first ever Executive Dream Team.



Falling Behind
India’s HCL Technologies, founded in 1998, steadily garnered increasing fame as a leading global IT provider. However, by around 2005, its internal mind-set was complacent, its market share was slipping and the company had begun to lose some of its luster. That’s the situation...

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    Vivek Thomas Thanuvelil 5 years ago
    Thought provoking and actionable as well. Enforces the fact to constantly challenge status quo and look for opportunities for change.

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