Hcl employee-first-customer-second
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  • 1. Employee FirstCustomer Second“World’s most modern management idea”For tune Magazine
  • 2. Quick Facts
  • 3. Quick FactsHCL Technologies is a leading global IT services companywith over $2 billion revenues.
  • 4. Quick FactsHCL Technologies is a leading global IT services companywith over $2 billion revenues.In February 2005, Vineet Nayar, CEO, HCL Technologiesannounced a radical new philosophy, “Employee First,Customer Second” (EFCS).
  • 5. Quick FactsHCL Technologies is a leading global IT services companywith over $2 billion revenues.In February 2005, Vineet Nayar, CEO, HCL Technologiesannounced a radical new philosophy, “Employee First,Customer Second” (EFCS).Through this philosophy the aim was to create aunique employee organization, drive an invertedorganizational structure, create transparency andaccountability within the organization, and encouragea value driven culture.
  • 6. Why it began?HCL realized that in service industry the value getscreated not in the back office but in face to faceinteraction between the customer and employees.Hence it is important to empower employees so that theydeliver more value to the customers. When an employeeis delighted, he will delight the customer.This gave birth to a path breaking philosophy called :Employee First, Customer Second‘, termed by Fortune as"The most modern management idea".
  • 7. Five pillars of Employee First philosophy
  • 8. Employee First Initiatives Employee First Initiatives
  • 9. Smart Service DeskAn automated query resolution mechanism foremployees. SSD enables employees raise theirconcerns for adequate redressal in just threeclicks. On an average 31,000 tickets are raisedevery month.
  • 10. i4excelEmployee performance portal which handles endto end appraisal process of all employees. 24,000appraisals are completed in 30 days in 2007 vs 9,200in 45 days. i4excel transparently shares ratings andviews of manager’s manager (reviewer) with theemployee.
  • 11. Directions“Directions” is an annual company-wide event that takesstrategic discussions out of closed-door meetings to allemployees. The CEO and the leadership team present at thesemeetings share the vision and strategy of the company as wellas respond to questions in interactive sessions.Directions allows everyone in HCL to speak the same languageand understand how their individual contributions fit in a largerorganizational framework.Vineet, CEO HCL Technologies takes two weeks each year toprepare for the event and spends another two weeks attendingDirections events across the world.
  • 12. U&IA two way dialogue mechanism between CEOand the employees. Nearly 90% questions havebeen answered by Vineet himself.He spends 7 hrs. in a week replying to thequeries raised. U&I started a reverse blogging,where in CEO posts questions to the employees.
  • 13. EFCEmployee First councils work on goals that areof common interest to all employees and alsohelp maintain a balance between work and life.The councils allow employees to unleash theircreative talent. Last year over 1,500 eventswere conducted by EFC councils.
  • 14. Women First CouncilThe purpose of this council is to focus onwomen development and to create aninclusive, supporting and caringenvironment. A women exclusive website waslaunched which has information of all womenrelated policies, safety and security measures,work-life balance techniques.
  • 15. Career PowerA comprehensive career planning anddevelopment program, which provides aframework where each employee isempowered to plan desired career path.
  • 16. O2 league of ExtraordinaryO2 is a system created in HCL to recognize highperformers. The league constituted thoseemployees who have been outstanding performerssince last 2 years.
  • 17. XtramilesHCL’s created a unique reward and recognitionportal where all employees can see extraordinaryefforts & performances and appreciate them at aclick of a button. The purpose of Xtramiles is toensure timely and public instantaneousrecognition of employees who have displayedexemplary performance.
  • 18. MITRMITR lends helping hands to all HCLites andtheir family members by providing them expertcounseling 24X7 on any issue concerning them.
  • 19. GenieThe personal assistant, the all purposecoordinator, the private shopper, theentertainment guide, the travel planer,located within the office premises &programmed to take any request. Geniecan manage all trivial and not so trivialchores.
  • 20. F.U.N.D.O.O. F.R.I.D.A.YIs synonymous with fun @ work at HCL Technologies.
  • 21. Weekly PollsPolls are conducted on weekly basis to gatheremployee feedback on various issues. The results areshared on the intranet and guide decision making.
  • 22. CatalystA employee driven team buildingprogram, catalyst enables much ofthe desired work-life balance forhis/her team by rolling out variousactivities in a year.
  • 23. TrainingHCL has adopted a number of innovative methods of training anddeveloping talent within the organization. The extensive program includes:Five methodsComputer Based Training, Instructor Led Training, Web Based Training, Onthe Job Training and Blended Learning.Four tracksin Campus, Fresher, On-going, Re-skill.Three streamsTechnical Training, Domain Training, and Behavioral Training.Two channelsLeaders Teach (an internal training program),Talent Transformation and Intrapreneurship Development Team.
  • 24. Open 360 degree feedback‣ HCL’s annual survey of 20,000 people across the company rates 1,500 managers on 20 aspects of their performance.‣ There is nothing unusual in running such a process. But what is unusual is that the results of the survey are aggregated and published online for every employee to look at‣ This is a simple change in practice, but one with profound consequences. For the manager, there is nowhere to hide if he or she gets negative feedback. Most managers take the feedback very seriously and make changes; a few choose to move on‣ 360-degree feedback is not linked to the annual appraisal or to the compensation package. It is open for everyone to see, and that is enough to encourage changes in behavior.
  • 25. Results‣ HCL’s attrition rate has dropped significantly for nine consecutive quarters.‣ Employee utilization rate and revenue/employee has seen an increase .‣ Through Employee First initiative, HCL strives to provide excellent human resources leadership and expertise to the organization, and also attract and retain a workforce that is diverse, inclusive and committed to creating quality customer service.
  • 26. Results‣ ‘Employee First’ is featured as the ‘World’s Most Modern Management Idea’ by Fortune Magazine and termed as ‘Disruptive Force’ by a leading analyst group.
  • 27. Key Learnings‣ Make yourself the example Vineet Nayar’s idea of making 360 degree feedback public online was designed to hold managers accountable. The first year Nayar posted his own review before asking his team to follow.‣ Put your time on line Vineet spends about seven hours in each week to answer questions asked by employees.‣ Technology Leverage technology to make life simple. Automate process and empower employees to raise there voice.‣ Changes Put in place a series of small changes that will potentially have a dramatic effect on how people work.
  • 28. HCL Employee First initiativereveals how innovation can apply to organization systems as well.
  • 29. For more information visitwww.employeefirst.in