Here’s a podcast from the BBC with Vineet Nayar of Indian IT firm HCL Technologies. He believes employees must come before the customer. Interesting thoughts.
Listen to the file at this link. You need to scroll about half way through to hear him.
His view is a simple one: Look after the employees well, and they will look after the customer. Can’t beat that for simplicity. His company seems to be doing very well as a result.
His own staff appraisal is open to all 70,000 employees and is available on the company’s website to employees. 3500 other senior managers operate under the same system.
The interview is worth taking a few minutes to listen to, I would suggest.
More on employee engagement, here.