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EMPLOYEE FIRST
CUSTOMER SECOND
            (EFCS)




 A case study of strategies adopted by HCL Technologies
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
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.
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
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”
Key Learnings
Thank You !

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Employee first customer second an approach to employee engagement

  • 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”