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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For a company to truly transform and get better, it needs plumbers—people who are interested in finding the leaks and fixing them. Nayar also proudly tells the story of his philanthropic venture—The Sampark Foundation. In order to really grow, a company will need to make two changes: Does your team believe in you?

Does your boss have that vision for you? Nayar continues to share his knowledge and build his thought leadership through numerous articles, speaking engagements, and intellectual partnerships. Five years later, the company had become one of the fastest-growing IT services partners on the planet, world-renowned for its radical management practices. The purpose of the business is to create and deliver differentiated value to the customers.


For Nayar, building a high-performance team is all about embracing impossibility. So as a leader, you need to be able to provide your people with a vision that resonates with them.

The system had a guaranteed resolution time. To do so, they did not institute any employee satisfaction programs, undertake any massive restructurings, or pursue any major technology initiatives. They were anonymous, electronic, and published company-wide. The value zone in action. But all the plumber is there to find out is where the leak is. Instead, they employed a number of relatively simple catalysts that produced big and often unexpected results and proceeded through four phases:.

Culture of Creativity by: A culture of trust was created by opening the financial books, sharing information that would make other companies cringe, and enabling employees and managers including the CEO to ask questions of each other.

Nayar used the four questions and four steps in Indian schools to vastly improve educational outcomes—specifically in English and math. What is the core business?

Employees First, Customers Second: If you doubt that it’s possible to turn the pyramid upside downor wonder whether it’s really necessaryI urge you to read this thoughtful and timely book! The company redefined processes to make the nayyar functions and company management accountable to employees — with resulting improvement in both their effectiveness and their passion for their work.


Vineet Nayar: Employees First, Customers Second

Benefits cannot be that. 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: What did HCLT do to effect such a transformation? A passionate and disruptive thinker, Vineet has introduced to the world a unique brand of energetic and inspirational leadership.

They give orders, but the orders are not executed because there is no trust. Nayar has his eyes on something more: Why do you—the company—exist?

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

It means thinking outside of the normal boundaries of logic and reason. Nayar tells an interesting story to illustrate that point. That, in and of itself, seems impossible. I think there’s more than a grain of truth to that.

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