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.”