What is Employees First?
Employees First Customers Second (EFCS) is a journey of experiments which HCL started in 2005. It is a simple yet counter-intuitive philosophy that, at its heart, states that in the service industry, true value is not created by top management. Since employees are the closest interface with the customer, they are the new ‘value zone’ for companies: the place where value is truly generated for customers. And it is therefore the duty of the rest of the organization to foster and engender this value zone by creating the requisite enabling infrastructure.
And so, defying conventional wisdom, HCL decided to put its employees first and made every effort to provide them with a work environment and culture that they can take pride in. HCL’s approach to employee development focused on giving people the tools and enabling the infrastructure they needed to succeed. By doing so, our customers ultimately came first and gained the greatest benefit, but in a far more transformative way than through traditional ‘customer care’ programs and the like.
To create such a democratic and liberating environment required investment in several counter intuitive processes. All the initiatives undertaken at HCL aimed at creating a culture of transparency, inverting the organizational pyramid, reversing accountability by making management accountable to employees, and decentralizing decision-making.
The key enablers that made EFCS work -
Smart Service Desk (SSD) was introduced to make the enabling functions accountable to employees and resolve any issues that they may have within a stipulated time.
Directions, an annual interactive event, where the senior management along with the CEO meet employees to discuss company strategy, new processes and policies and what they think is the right agenda for HCL to adopt in the coming year.
U&I, an online discussion forum where every HCLite gets an opportunity to raise issues, share thoughts and ideas, as well as debate directly with the CEO.
Spot 360⁰ Feedback was launched to make the management accountable to employees and to increase organizational accountability. A system where anyone could rate managers on various aspects.
Employees First Customers Second (EFCS) is a journey of experiments which HCL started in 2005. It is a simple yet counter-intuitive philosophy that, at its heart, states that in the service industry, true value is not created by top management. Since employees are the closest interface with the customer, they are the new ‘value zone’ for companies: the place where value is truly generated for customers. And it is therefore the duty of the rest of the organization to foster and engender this value zone by creating the requisite enabling infrastructure.
And so, defying conventional wisdom, HCL decided to put its employees first and made every effort to provide them with a work environment and culture that they can take pride in. HCL’s approach to employee development focused on giving people the tools and enabling the infrastructure they needed to succeed. By doing so, our customers ultimately came first and gained the greatest benefit, but in a far more transformative way than through traditional ‘customer care’ programs and the like.
To create such a democratic and liberating environment required investment in several counter intuitive processes. All the initiatives undertaken at HCL aimed at creating a culture of transparency, inverting the organizational pyramid, reversing accountability by making management accountable to employees, and decentralizing decision-making.
The key enablers that made EFCS work -
Smart Service Desk (SSD) was introduced to make the enabling functions accountable to employees and resolve any issues that they may have within a stipulated time.
Directions, an annual interactive event, where the senior management along with the CEO meet employees to discuss company strategy, new processes and policies and what they think is the right agenda for HCL to adopt in the coming year.
U&I, an online discussion forum where every HCLite gets an opportunity to raise issues, share thoughts and ideas, as well as debate directly with the CEO.
Spot 360⁰ Feedback was launched to make the management accountable to employees and to increase organizational accountability. A system where anyone could rate managers on various aspects.
Employee Passion Indicative Count (EPIC) assits employees in identifying their passion drivers - factors that drive an employee to excel at work.
What it has Resulted in?
HCL’s EFCS journey led to real-world, rock-solid improvements over a very short time horizon. In the past three years,
HCL grew at a CAGR of 24 per cent
What it has Resulted in?
HCL’s EFCS journey led to real-world, rock-solid improvements over a very short time horizon. In the past three years,
HCL grew at a CAGR of 24 per cent
Market cap increased by 186 per cent
Number of $10 Mn, $20 Mn & $50 Mn customers doubled, and the number of $100 Mn customers tripled
Revenue per Employee is amongst the highest in the Indian IT segment today.
HCL has been featured as one of the most innovative and disruptive companies globally and was included in the First Ever ‘Executive Dream Team’ published by Fortune; has emerged as the top ranking IT Services company in APAC, in Forbes Asia's 'Fab 50 List', and ranked in the Top 6 Global Service Providers by TCV across ALL 3 Geos (Americas, EMEA, APAC) according to TPI.
The EFCS mantra has been beautifully captured in a book written by Vineet Nayar, Vice Chairman & CEO of HCL Technologies. The book explores the steps of HCLT’s transformational journey as the company recognized the need for change, created a culture of trust through transparency, turned the organizational pyramid on its head, and shifted the responsibility of change from the office of the CEO to the employees using small catalysts, or “blue ocean droplets,” that produced big results.
HCL has been featured as one of the most innovative and disruptive companies globally and was included in the First Ever ‘Executive Dream Team’ published by Fortune; has emerged as the top ranking IT Services company in APAC, in Forbes Asia's 'Fab 50 List', and ranked in the Top 6 Global Service Providers by TCV across ALL 3 Geos (Americas, EMEA, APAC) according to TPI.
The EFCS mantra has been beautifully captured in a book written by Vineet Nayar, Vice Chairman & CEO of HCL Technologies. The book explores the steps of HCLT’s transformational journey as the company recognized the need for change, created a culture of trust through transparency, turned the organizational pyramid on its head, and shifted the responsibility of change from the office of the CEO to the employees using small catalysts, or “blue ocean droplets,” that produced big results.
Here, Work is Fun
Here is a snapshot of few initiatives by HCL aimed to help employees manage their work-life balance and also to encourage their social and cultural interests.
Diversity
The definition and essence of diversity is vast; and goes beyond demographic differences including gender,nationality, culture, ethnicity, age or the differing abilities of individuals. It is about recognizing the differences which exist, harnessing and synergizing them, and creating an environment which is conducive to bring out the best in all.
Xtra Miles
XtraMiles is a unique initiative to recognize the ‘Xtra’ in you that differentiates you from the ordinary. It is a platform where your efforts will be recognized in a unique way. For every XtraMile you walk in your professional life at HCL, you stand a chance to earn a mile!
Genie
Genie is your personal shopper and assistant – specialized in giving you the gift of time. HCL has brought a Genie for you, with a sole objective to facilitate you in managing your petty tasks like bill payment of water, electricity etc. Genie will be always at your service.
Women Network
Immense potential has made them trailblazers and their contribution has become essential to the success to societies, governments and organizations of every kind. From being nurturers to business leaders – women are fulfilling their diverse roles and responsibilities with equal élan.
Mitr
Your MITR is just a phone call away to provide independent support, information and advice that's completely free and confidential. MITR is a specialized team of Personal Advisors, who will help you to prepare and meet challenges more effectively.
Find @ HCL
Find@HCL is your own ‘classifieds' portal where you have the option of listing the items you intend to sell, search for items you wish to buy and like a regular newspaper classifieds, it also has a matrimonial section that can help you find a matrimonial match!
EFCs
At HCL, we have 7 Employee First Councils, conducting lot of events and activities round the year.
At a time when India had a total of just 250 computers, Shiv Nadar, the founder of HCL, led a young team of eight people who passionately believed in the growth of the IT industry. That vision in 1976, born out of a Delhi “barsaati”, (akin to a garage start-up), resulted three and a half decades later into a global transformational technology enterprise.
Over the years, HCL witnessed many firsts which legitimized its status as a pioneer in modern computing. The most significant of these was the development of the first indigenous micro-computer in 1978 - at the same time as Apple and three years before IBM's PC. This micro-computer virtually gave birth to the Indian computer industry. The 80's saw HCL developing several know-hows in multiple areas of technology. HCL's in-depth knowledge of UNIX led to the development of a fine grained multi-processor UNIX in 1988 - three years ahead of Sun and HP.
HCL’s journey of 35 years has been truly transformational with the enterprise creating valuable Joint Ventures and alliances with marquee partners such as Hewlett Packard, Cisco, Perot Systems, Deutsche Bank and NEC Corporation, amongst others, to drive strategic growth.
After a strong focus on manufacturing for over two decades, HCL Technologies was spun off as the information technology and software services arm of the enterprise, with listing in 1999.
Presently, HCL Enterprise comprises two companies listed in India, HCL Technologies (www.hcltech.com) and HCL Infosystems (www.hclinfosystems.in). Over a period of time, both HCL Infosystems and HCL Technologies have emerged as institutions in their own right with HCL Technologies emerging as a leading player in the IT services sector.
Today, HCL is a $6.2 billion global behemoth with 90,000 professionals from diverse nationalities, operating from 31 countries - including over 500 points of presence in India alone. From designing India’s first PC at the same time as global IT peers in 1978, to working on the Boeing Dreamliner's airborne systems today, HCL has stayed a true pioneer of innovation and technology excellence. HCL’s range of offerings spans Product Engineering, Custom & Package Applications, BPO, IT Infrastructure Services, IT Hardware, Systems Integration, and distribution of ICT products across a wide range of focused industry verticals.
HCL has offices in 26 countries and operates in over 35 countries. HCL has an extensive global network of delivery centers to provide seamless service to customers worldwide. HCL’s GLocalTM IT Management is an IT management framework which marries the global service delivery framework to the local interface based on geo-adapted ecosystem.
HCL’s revenue distribution across geographies (Americas being 60%) is fairly balanced, ensuring that all geographies are serviced well with locally incorporated offices and senior leadership. HCL has built a distributed delivery presence with development capabilities in New Jersey, Texas, Illinois, and California in the United States. In Europe HCL has development capabilities in Frankfurt and has near-shore options in Northern Ireland, and Germany. In the APAC region, HCL has facilities in Singapore, Malaysia, and Japan. HCL is able to service large global accounts, which require a global presence and multiple touch points.
Americas
United States
Latin America
Canada
Europe
United Kingdom
France
Germany
Denmark
Finland
Netherlands
Norway
Poland
Sweden
Italy
Belgium
Asia
India
Hong Kong
Japan
Malaysia
Middle East
Singapore
China
Australia & New Zealand
United States
Latin America
Canada
Europe
United Kingdom
France
Germany
Denmark
Finland
Netherlands
Norway
Poland
Sweden
Italy
Belgium
Asia
India
Hong Kong
Japan
Malaysia
Middle East
Singapore
China
Australia & New Zealand
