Since time immemorial, we follow the tradition of “customer is
king”, “customer first”, “customer is always right” etc, but as things are drastically
changing in this contemporary business world, new philosophies of management are
evolving to survive & excel. I was
amazed when I heard first about the concept of ‘employees
first, customers second’ which has become a universal phenomenon & set
a benchmark for good people management practices. ‘EFCS’ is notified as the “world’s
most modern idea” by fortune magazine. The architect behind bringing employees
as priority for the organizational excellence is Mr Vineet Nayar, vice-chairman & joint MD
of HCL technologies Ltd.
Since employees are the face of the organization, if they
are delighted in turn the customers is delighted generating tangible &
intangible assets. Transformation doesn’t
happen in a day or two; the responsibility for change is not only for management
but for the entire human resource in the organization. Management is equally accountable for the employees
who create value. This generation is of employee
empowerment, two way dialogue mechanism, system transparency, common goals
& interest & understanding the needs & wants of employees. Turning
the organizational pyramid upside down will not only boost fresh talent,
creativity, profitability, growth, retention, customer satisfaction but in the
long run aid in recession proofing & change management.
I am a people person who believes if the employees grow the
organization grows, after all everybody needs a secured & happy work-life
balance. Only mutual trust & benefit can make dreams come true.
Hope this piece of information was refreshing & we all
aim to work with an organization practising ‘EFCS’ philosophy.
If you want some more in-depth knowledge about EFCS, you can
visit the link below:
http://www.slideshare.net/hcl/employee-first-customer-second
