HCL Tech: An employee’s trust in the management today is the lowest

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Vineet Nayar, vice-chairman and joint MD of HCL Technologies.

Can a philosophy that reads, 'Employees First, Customers Second' ever help a company's revenue to increase fivefold? Vineet Nayar, vice-chairman and joint MD of HCL Technologies Ltd who architected this unconventional strategy tells Viren Naidu why the time now is right to put the 'human' back in 'human resource'

'Employee first, customer second' has become a global phenomenon and set a benchmark for good people-management practices. What was the philosophy behind this?
High-performance individuals just want an opportunity. A painter seeks an opportunity to paint, a singer to sing and a football player to play. In that opportunity, they find the inner strength to ignore all that is wrong around them and focus on that one thing that they are passionate about. Highperformance organisations are those that help you discover what you are passionate about and then give you the opportunity and support to excel in that one thing that matters the most.
The questions we asked ourselves in 2005 were: Could we create such an organisation? Could we excite our employees by openly sharing with them challenges and problems and not instructions and tasks? Could we invert the organisational pyramid and make the management equally accountable to the employees as they are to the management? The answers to these questions took shape as a series of experiments we undertook, which eventually evolved into an idea called 'Employees First, Customers Second' (EFCS).

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