interview_ why indian outsourcer hcl technologies puts employees first - article on _ cio

8/12/2019 Interview_ Why Indian Outsourcer HCL Technologies Puts Employees First - Article on _ CIO

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3/15/2014 Interview: Why Indian Outsourcer HCL Technolog ies Puts Employees Fi rst - Ar ticle on | CIO.in

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Pr int Emai l

Infosys, Wipro?

Global outsourcing vendors do not demonstrate transparency or flexibility. They are

contractually driven.

We're customer-focused, not contract-focused. We give customers transparency in pricing, in what

our input costs are. We open our books. We offer transparency in performance: how many

people are working on an account, what's going right and what's going wrong. We offer a huge

amount of flexibility to scale up or down. We're interested in developing long-term relationships,not meeting contractual requirements.

Within reason, we work with our customers. The reason we have been able to grow to a $2 billion

(about Rs.9000 crores) company [during a recession] is because we present ourselves as the

complete opposite of the competition.

Have you found that your customers have reasonable expectations of you?

The customer is very dependent on you [as the service provider]. The only reason they would be

on the other side of the table from you is if you are hiding something or you're not performing.

As long as you're performing, very few customers would shoot themselves in the foot by aligning

against you. Most of our customers have been very reasonable--and very generous. They getengulfed in this [employees first] policy and are hugely involved in enabling and energizing our

employees.

Have you thought about monetizing this management philosophy by helping your

customers adopt the "employees first" approach?

We conduct workshops free of cost for boards and executive teams related to this philosophy.

We offer our "employees first" tools and software to our customers free of cost. But that's not

our business.

The theory behind sharing this is that the customer will begin to see us not as an IT company, but

as a thought leader. When they think of HCL, we want them to think of innovation.

If you think about Apple, for example, they have defined their core value not as customer

centricity, but innovation. As long as they keep innovating faster and better, their products will

find the customer. No one buys an iPad because they need it. (I'm still trying to figure out what

to do with mine.) They buy it because it's from Apple.

HCL Technologies has 55,000 employees worldwide. How do you institutionalize and sustain the

"employees first" philosophy on such a large scale?

There's a huge investment in this, particularly as we expand into new geographies and hire new

people. We spend a tremendous amount of time on induction. I've been traveling for a month

and a half talking to employees and customers, explaining what we're doing, why we want to do

it, and who our role models are.

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