Employees First Customers Second

Author : Vineet Nayar
Publisher : Harvard Business Press
ISBN 13 : 1422139069
Total Pages : 210 pages
Book Rating : 4.66/5 ( download)

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Download or read book Employees First, Customers Second written by Vineet Nayar and published by Harvard Business Press. This book was released on 2010 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.

Author : Vineet Nayar
Publisher : Harvard Business Press
ISBN 13 : 1422159329
Total Pages : 209 pages
Book Rating : 4.23/5 ( download)

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Download or read book Employees First, Customers Second written by Vineet Nayar and published by Harvard Business Press. This book was released on 2010-06-08 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea—putting employees first and customers second—sparked a revolution at HCL Technologies, the IT services giant. In this candid and personal account, Vineet Nayar—HCLT’s celebrated CEO—recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around. By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world. Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by: • Creating a sense of urgency by enabling the employees to see the truth of the company’s current state as well as feel the “romance” of its possible future state • Creating a culture of trust by pushing the envelope of transparency in communication and information sharing • Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone • Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of “change” to the employee in the value zone Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.

Author : Vineet Nayar
Publisher :
ISBN 13 : 9781422143872
Total Pages : 0 pages
Book Rating : 4.72/5 ( download)

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Download or read book Employees First, Customers Second written by Vineet Nayar and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea, putting employees first and customers second, sparked a revolution at HCL Technologies, the IT services giant. In this candid and personal account, Vineet Nayar, HCLT's celebrated CEO, recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around. By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world. Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by: creating a sense of urgency by enabling the employees to see the truth of the company's current state as well as feel the "romance" of its possible future state; creating a culture of trust by pushing the envelope of transparency in communication and information sharing; inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone; unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of "change" to the employee in the value zone. Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.

Author : Josh Bernoff
Publisher : Harvard Business Press
ISBN 13 : 1422162338
Total Pages : 272 pages
Book Rating : 4.30/5 ( download)

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Download or read book Empowered written by Josh Bernoff and published by Harvard Business Press. This book was released on 2010-09-14 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints. In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up. This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits. According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing. While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.

Author : Jack Wiley
Publisher : John Wiley & Sons
ISBN 13 : 1118124014
Total Pages : 228 pages
Book Rating : 4.17/5 ( download)

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Download or read book RESPECT written by Jack Wiley and published by John Wiley & Sons. This book was released on 2011-09-09 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Is it possible that the way to win in business is to give employees exactly what they want? Yes. As RESPECT reveals, managers and organizations who give their employees what they want outperform those who don't. This is no hunch – it's a fact based on more than 25 years of global research. Drs. Jack Wiley and Brenda Kowske have amassed a research database unlike any other, and it all started with this simple question: "What is the most important thing you want from the organization for which you work?" Organizations that apply this research have more engaged employees, more satisfied customers, and better shareholder returns. It all boils down to seven key elements, summarized by the acronym RESPECT. These are the seven things that employees really want: Recognition, Exciting Work, Security, Pay, Education, Conditions and Truth. This book taps the authors' "in the trenches" consulting experience and offers real solutions on each element of RESPECT. Written for all types of leaders—from supervisors to the c-suite—readers can pick and choose the proven solutions that are relevant to their own organizations. By weaving stories and narrative, the authors make complex information easy to understand and fun to read. In addition, RESPECT meets the demands of the global economy, offering an international perspective with corresponding cultural nuances that are critical to helping leaders manage the needs of their workforces.

Author : Beverly Kaye
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1609946324
Total Pages : 143 pages
Book Rating : 4.26/5 ( download)

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Download or read book Help Them Grow Or Watch Them Go written by Beverly Kaye and published by Berrett-Koehler Publishers. This book was released on 2012 with total page 143 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaye and Giulioni identify three broad types of conversations that have the power to motivate employees more deeply than any well-intentioned development event or process to help with career development.

Author : Jim Asplund
Publisher : Simon and Schuster
ISBN 13 : 1595620451
Total Pages : 320 pages
Book Rating : 4.53/5 ( download)

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Download or read book Human Sigma written by Jim Asplund and published by Simon and Schuster. This book was released on 2007-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

Author : Katherine Graham Leviss
Publisher : Sourcebooks, Inc.
ISBN 13 : 1402214863
Total Pages : 214 pages
Book Rating : 4.68/5 ( download)

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Download or read book High-Maintenance Employees written by Katherine Graham Leviss and published by Sourcebooks, Inc.. This book was released on 2005-11-01 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every day, managers find themselves wondering what to do about Joe. That is, "Joe is a brilliant employee, a visionary. But no one can work with him because he's so unapproachable." What do they do? High-Maintenance Employees is the first book to give managers detailed guidance on how to get the best out of high-maintenance high-performers--visionary employees who are difficult to keep on track. Kathi Graham-Leviss has spent the last 20 years coaching companies on how to improve their results, and realized that the No. 1 problem facing companies was how to manage these essential employees. High-Maintenance Employees takes the reader on a step-by-step process that includes: --Identifying and appreciating high-maintenance high-performers --Understanding their behavior --Creating the best work environment --Rewarding and leading high-maintenance high-performers --Integrating them into teams By following these steps, managers will learn how to maximize their employees' performance, and thereby maximize their business.

Author : Ranjay Gulati
Publisher : Harvard Business Press
ISBN 13 : 1422156184
Total Pages : 288 pages
Book Rating : 4.86/5 ( download)

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Download or read book Reorganize for Resilience written by Ranjay Gulati and published by Harvard Business Press. This book was released on 2010-01-19 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer-focused," but they don't deliver solutions to customers' thorniest problems. Why? Because they're stymied by the rigid "silos" they're organized around. In Reorganize for Resilience, Ranjay Gulati reveals how resilient companies prosper both in good times and bad, driving growth and increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, and transform former competitors into collaborators. Based on more than a decade of research in a variety of industries, and filled with examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati exploresthe five levers of resilience: · Coordination: Connect, eradicate, or restructure silos to enable swift responses. · Cooperation: Foster a culture that aligns all employees around the shared goals of customer solutions. · Clout: Redistribute power to "bridge builders" and customer champions. · Capability: Develop employees' skills at tackling changing customer needs. · Connection: Blend partners' offerings with yours to provide unique customer solutions.

Author : Jeffrey D. Korzenik
Publisher : HarperCollins Leadership
ISBN 13 : 1400223105
Total Pages : 288 pages
Book Rating : 4.07/5 ( download)

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Download or read book Untapped Talent written by Jeffrey D. Korzenik and published by HarperCollins Leadership. This book was released on 2021-04-13 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tens of millions of people in the U.S. with criminal records are highly talented, reliable, and eager to work. Implement these second chance hiring practices to give your company a significant competitive advantage over those that do not. Researched, tested, and written by the chief investment strategist of one of the country’s leading business banks, Jeffrey Korzenik includes dozens of examples of businesses that have successfully implemented the second chance hiring practices outlined in this book. Korzenik shows those companies that have learned to go beyond the label and to evaluate the qualities of the individual applicant have tapped into an often-overlooked source of loyal and productive talent. In Untapped Talent, you will: Understand what goes into a successful second chance hire, from the support that will be needed internally to the resources that are available from outside agencies. Learn how businesses from a variety of industries have instituted successful second chance hiring programs and how this has positively impacted their culture and bottom line. Gain practical onboarding and coaching strategies that will help ensure a smooth transition and a productive, happy new employee. Acquire relevant knowledge of the criminal justice system to provide context in identifying the potential of second chance hiring. Your path to a loyal, engaged, and productive workforce starts with the clear competitive advantage you’ll gain by implementing the second-chance hiring practices within Untapped Talent.