Here at HCL Technologies we developed a management approach called Employees First, Customers Second that has become known around the world. It is not what you might think. It is not a human resources initiative, as many seem to assume. "It's an employee satisfaction program," one person who heard about it said. "It involves picnics." No. It is about employees, but it's not about HR.
I have nothing against programs designed to improve the lot of employees or at least make them feel a little better. And I have nothing against human resources departments and what they do. But Employees First, Customers Second is a management approach. It is a philosophy, a set of ideas, a way of looking at strategy and competitive advantage.
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