HCL Technologies, a leading Indian IT services firm, rolled out a revolutionary new strategy, "Employee First, Customer Second" (EFCS) in 2005. The tactical goals for EFCS were to create an unique employee organization, drive an organizational structure that is inverted, create accountability and transparency within the organization, and encourage a value-driven culture.
The case describe the different aspects of this program, and its impact on employee involvement, customer experience, fiscal performance, and initiation in 2005-08.
PUBLICATION DATE: September 29, 2008 PRODUCT #: UV1085-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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