Employees First, Customers Second: Turning Conventional Management Upside Down

Foreword: A Practical Narrative

It is not very often we get a firsthand account from a CEO about how he transformed his organization from a slow decline to an engine of vitality and growth. That is what Vineet Nayar provides in this detailed first-person narrative of his company’s journey over the last five years.

The book offers three perspectives. First, we get a glimpse of a major transformation from Vineet’s viewpoint as the CEO—his doubts, his process of discovery, the validation of his ideas, and the building of consensus. Second, we witness the migration in his thinking about management from the old to the new—from a focus on the traditional hierarchical structure to one that decentralizes power, responsibility, and accountability for ...