Case Discussion

Read Employee First, Customer Second: Vineet Nayar Transforms HCL Technologies, and prepare answers to the following questions:

How does case relate/apply to chapter? Terminology Theories Models Ideas and Practices "EMPLOYEE FIRST, CUSTOMER SECOND": VINEET NAYAR TRANSFORMS HCL TECHNOLOGIES Headquartered in Noida, a suburb of New Delhi, HCL Technologies competed in India's hyperdynamic information technology (IT) sector. Founded in 1976, HCL defined itself as "one of India's original IT garage startups." For its first 25 years, HCL found success offering IT hardware. However, as the global IT indus- try shifted from hardware to software and to offering infrastructure services, HCL proved to be less than nimble. In April 2005, the company looked within and promoted Vineet Nayar to the position of president. Nayar immediately set his goal for HCL: transformar tional change within the company in order to position HCL as a global leader in transformational outsourcing services "working with clients in areas that impact and redefine the core of their business." 120 Chapter 5 Strategic Renewal Strategic renewal at HCL would involve, Nayar announced, a movement away from "small time engagements" and toward high value-added integrated service consulting and outsourcing. In order to turn that vision into reality, Nayar would oversee transformational change at his $1.5 billion, 46,600-employee company. (HCL had operations in 11 countries including the United States, France, Germany, China, and Japan, with 96 percent of its employees worldwide being Indians.)