Nayar, Vineet
August 2010
People Management;8/12/2010, p26
The author describes how a strategic management focus on front-line employees helped protect his company, HCL Technologies, from the effects of the recession. The management approach called "employees first, customers second" (EFCS) prioritizes employees who interact with clients. He argues that customers who are worth doing business with are the ones who want value from their suppliers and partners. The role of human resources (HR) professionals in implementing EFCS is described, including their facilitation of communication across various areas.


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