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10 - Innovation Based on Value Co-creation through Employees at HCL Technologies

from Part II - Types of Innovation in Emerging Markets

Published online by Cambridge University Press:  15 March 2021

By
Anabella Davila
Edited by
Fernanda Cahen ,
Lourdes Casanova  and
Anne Miroux
Fernanda Cahen
Affiliation:
Centro Universitario FEI, Brazil
Lourdes Casanova
Affiliation:
Cornell University, New York
Anne Miroux
Affiliation:
Cornell University, New York
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Summary

The chapter presents the analysis of the “Employees First, Customers Second” (EFCS) management philosophy at HCL Technologies (Global IT consulting company, Indian origin). EFCS proposes that it is the employees who create real value for the customers and HCL Technologies transformed the entire organization to empower them and ensure their wellbeing. As a result, the “value zone” was identified in the interface between HCL Technologies employees and customers for value co-creation. The case study followed a longitudinal in-depth analysis of the sustainability or annual reports from 2011 to 2019. The study also included HCL Technologies' former CEO Vineet Nayar’s public speeches, news reports, and research papers related to EFCS. The case provides evidence of a model of innovation based on value co-creation through employees. The model has three pillars: (a) employees’ wellbeing, (b) employees’ empowerment, and (c) innovation through value co-creation. Each pillar contains supporting management and human resource practices.

Keywords

Value Co-CreationEmployees FirstWellbeingEmpowerment
Type
Chapter
Information
Innovation from Emerging Markets
From Copycats to Leaders
 , pp. 278 - 299
Publisher: Cambridge University Press
Print publication year: 2021

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