The document summarizes strategies adopted by HCL Technologies to implement an "Employee First, Customer Second" (EFCS) philosophy. It highlights how HCL transformed from slow decline to growth under CEO Vineet Nayar by prioritizing employee engagement and initiatives like conversations, feedback surveys, employee councils, and work-life balance programs. As a result, HCL saw lower employee attrition rates, higher revenue, better employee utilization, and was featured as having one of the most modern management approaches in the world.

1. EMPLOYEE FIRST
CUSTOMER SECOND
(EFCS)
A case study of strategies adopted by HCL Technologies

2. Employee Engagement
 Employee engagement describes the system
through which a worker develops positive social and
emotional ties to an employer.
It is required to:
To Retain
To Retain
Important Talent
Important Talent To maintain
To maintain
Resource
Resource the Reputation
the Reputation
of the To save the
To save the
of the
organisation cost of new
cost of new
organisation
Recruitment
Recruitment To safeguard the
To safeguard the
and Training
and Training organisation’s
organisation’s
performance and
performance and
result
result For Happy
For Happy
Customers
Customers

3. Quick Facts
 Vineet Nayar’s, CEO of HCL Technologies, first hand
account on transformation of HCL from slow decline to
vitality and growth.
 In the year 2000-2005, HCL started loosing its market
share and started falling after remaining number one for
many years.
 After being appointed as the CEO by Shiv Nadar, the
Chairman and Founder of HCL, Vineet said “ I want to be
free to adopt and unconventional approach” and Shiv
agreed.

4. Five Pillars of EFCS Philosophy
• U&I • My Page
Conversations • My Projects
• Opinion Poll Portal
• 360 degree • My Human
feedback Capital
• Directions • My Sales
• Employee First World
Councils • My Resource
• Career Power Management
• Wiki Portal • Xtra Miles
• Smart Services
• Business • O2 League
Desk • Innovations@
Quotient
• Natasha
• Knock Out HCL
• Work Life
• T2ID • Champions
• E-zines Balance
• I-fly

5. Result
as
Feat ured
ost
in “Wo rld M
rease
in
Increase rn
ion Inc yee Mode ment
r Attrit venu
e/
mplo n Rate ge
Lowe Re yee
E
tio Mana
Rate Emplo Utilisa
Idea”

6. Key Learnings

7. Thank You !