HCL TECHNOLOGIES

EMPLOYEES FIRST, CUSTOMER SECOND

INTRODUCTION

In 2005 Vineet was newly appointed HCL

president
Head of Comnet
Meeting with disappointed customer, which was
turning point
Having right employees deeply engaged in the task
of customer value creation is more important than
any thing he could do.
New strategy of Veenat EFCS

TRANSFORMATION IN HCL
Change in strategic focus

Volume to value
Processes to people

Three phases of transformation

To create more engaged employees through EFCS

Strategic partnership with other companies to offer more
value and end-to-end services to customer
Implement radical shift in HCLs core business model

SMART SERVICE DESK (SSD)

To help create uniformity of experience, HCL

implemented SSD , a ticket base online system that

decrease resolution time and provide more
transparency across all enabling function.

360 DEGREE FEEDBACK

Employees can rate their managers, even the CEO,

and the feedback rating is made public across the

organization. This invent the pyramid and makes the
employees a part of the development journey of the
managers and the CEO.

OPINION POLL

Vineet firmly believe that high employee

engagement and innovative climate required

bidirectional flow of ideas. For policy making that
would affect a large part of the organization.

Direction
Direction was an annual company wide event that

took strategic discussion out of close door meeting

to all employees. Direction allowed every one in HCL
to the speak same language and understand how
their individual contribution fit in a larger
organization framework.

U & I INITIATIVE
Its an online forum for employees to interact directly

with CEO- allowing them to raise seemingly

irresolvable issues. It gives a voice to all it employees
and ensured that its heard.

CEO blog
Vineet posed questions or posted information about

events, and the employees responded.

iGen
An idea generation portal that allowed an employees

to submit an idea aimed at either improving and

existing business or rolling out a completely new
process.

MAJOR INNOVATION
Value instead of volume
Global risk reward partnership

GATHERING EVIDENCE
Employees perspective
Customer perspective
Share holder perspective