HCL Technologies, large Indian IT services company, has rolled out a radical new strategy, "an employee of the First, Second Client" (EFCS) in 2005. Strategic goals was to create a unique EFCS employee organization, to conduct an inverted organizational structure, create transparency and accountability within the organization, and to encourage value-driven culture. The case describes the various aspects of the program and its impact on employee engagement, customer experience, financial performance, and innovation in 2005-08. "Hide
by Kamalini Ramdas, Ravindra Gajulapalli Source: Darden School of Business 25 pages. Publication Date: September 29, 2008. Prod. #: UV1085-PDF-ENG
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