HCL Technologies: Employee First, Customer Second

Darden Business Publishing Cases

ISSN: 2474-7890

Publication date: 20 January 2017


HCL Technologies, a major Indian IT services company, rolled out a radical new strategy, “Employee First, Customer Second” (EFCS) in 2005. The strategic goals for EFCS were to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value-driven culture. The case describes the different aspects of this program, and its impact on employee engagement, customer experience, financial performance, and innovation in 2005–08.



Ramdas, K. and Gajulapalli, R. (2017), "HCL Technologies: Employee First, Customer Second", Darden Business Publishing Cases. https://doi.org/10.1108/case.darden.2016.000149

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