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Employees First, Customers Second: Turning Conventional Management Upside Down (2010)

by Vineet Nayar(Favorite Author)

3.8 of 5 Votes: 3

ISBN

1422139069 (ISBN13: 9781422139066)

languge

English

genre

Memoir & Autobiography

publisher

Harvard Business Review Press

review 1: 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 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 pr... moreimarily 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. One of the crucial changes brought to the system, as the author laments, was the introduction of an open platform wherein any employee could address an issue, expect fruitful feedback and follow up on the progress of his problem solution via a tracking process. The leaders also introduced online portals for executives of the company to participate in company leadership, providing ideas for the next big change. It is very well understandable that the level of employee satisfaction sky rocketed with it all.Of course, the company faced a lot of hurdles implementing the idea. Of many, the author majorly mentions about the 'everything good, but' problem. A lot of people are found skeptic about change. The author, being in no different spot, brought motivation from the lessons he learnt in school, addressing this issue with honesty and sincerity. His example of accepting not being able to see things beyond the horizon yet awaiting a view, sounds insightful.In most organisations not considering its size, it is the team members who engage with the customers mostly. HCLT was no different. And therefore, they play a very important role in how the customers feel about the company and their level of satisfaction. Empowering the employees and bringing them closer to management, HCLT created an environment of initiatives and openness. And hence, enhanced customer satisfaction.Why should you read it?The book is simple and straight forward. An idea is presented with a proof of its practical applicability. This is an idea which can be applied in most organisations albeit its size or industry, expecting positive results. If you're looking for a book that tells you something about spotting the next big paradigm shift, this is the book you should consider picking up. Its written down fairly simply with as many examples as required. The book would leave you with a thought for transformation. The author boasts tremendous growth at HCLT with the application of this idea. May be its helps you too. Check out its website.
review 2: 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] less

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