HCL Technologies: Employee First, Customer Second
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Publication Date:
September 29, 2008
Industry:
Professional Services
Source:
Darden School of Business
HCL Technologies, a major Indian IT services company, rolled out a radical new strategy, “Employee First, Customer Second” (EFCS) in 2005. The strategic goals for EFCS were to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value-driven culture. The case describes the different aspects of this program, and its impact on employee engagement, customer experience, financial performance, and innovation in 2005-08.
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HCL Technologies: Employee First, Customer Second
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