Putting employees first brings in the money

by 31 Mar 2009

While the service industry has long lived by the mantra that customer service is the only thing that matters, a paradigm shift whereby employees come first and customers second is more important, according to J Kalya naraman, Asia Pacific head of IT and soft ware development firm HCL Technologies.

“This approach places employees on top of the organisational pyramid, with the belief that the real value gets created in the interface between employees and customers,” he said.

“So it is prudent that the organisational pyra mid is inverted and the entire organisation be made accountable to the person who has the potential to create this value – the employee.”


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