Indeed, there are numerous reasons behind Vineet Nayar’s “Employee first; Customer Second” philosophy is playing a significant role in enabling companies to understand better the conventional wisdom in putting customers first. He then inverts the pyramid upside down and opts to make the organization’s management to cater for the employees as a prime responsibility, as opposed to the said conventional way. Nayar used the same approach as the new President of HCL Technologies (HCLT), a renowned global IT firm in India. The author managed to extend his imagination of how employees need to treated and set HCLT on a trend of growth that has since then made the company become one of the most rapidly expanding IT-service enterprises in the world. Among the ineffectiveness of Nayar’s philosophy include the critics who claim the approach as being different from the commonly understood of putting customers first, as well as on the fact that such a slogan may prove to be contradictory to marketing and advertising strategies. Nevertheless, as the President, the author took the best action in the countering the downward slide that was prevalent at HCLT at the time.
Among the best performers appraisals deserved by Vineet Nayar’s “Employee First, Customer Second” lies in the author's incredible ability to a sense of urgency. That through equipping employees with an avenue of seeing the truth in the HCLT’s current state as well as feeling the likely trend of its possible state in the future. Nayar managed to create a culture of trust through promoting transparency in the communication between the management and its employees, as well as improving information sharing. His realization of the fact that no one is in a position of fully explaining the future is a concept that has indeed proved to be effective in not on HCLT as a global company, but to other numerous successful companies as well.
References
Bergen, T. (2012, June 13). Vineet Nayar’s ‘Employees First, Customers Second.' Retrieved Jan 23, 2017, from www.washingtonpost.com: https://www.washingtonpost.com/blogs/leadership-books/post/vineet-nayars-employee-first-customer-second/2011/03/07/gJQARyynaV_blog.html?utm_term=.dd0165d57fc4
Nayar, V. (2010). Employees first, customers second: turning conventional management upside down. Boston: Harvard Business Press. Retrieved Jan 2017
