HCL Technologies, a major Indian IT services company, rolled out a radical new strategy, “Employee First, Customer Second” (EFCS) in 2005. The strategic objectives for EFCS were to create a unique employee organization, driving an inverted organizational structure, create transparency and accountability within the organization and promotion of a value-based culture. The case describes the various aspects of this program, and its impact on employee engagement, customer experience, financial performance … Read more »

HCL Technologies, a major Indian IT services company, rolled out a radical new strategy, “Employee First, Customer Second” (EFCS) in 2005. The strategic objectives for EFCS were to create a unique employee organization, driving an inverted organizational structure, create transparency and accountability within the organization and promotion of value-based culture. The case describes the various aspects of this program, and its impact on employee engagement, customer experience, financial performance and innovation in 2005-08.
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from
Kamalini Ramdas,
Ravindra Gajulapalli
Source: Darden School of Business
25 pages.
Release Date: 29 September 2008. Prod #: UV1085-PDF-ENG
HCL Technologies: Employee First, Customer Second HBR case solution