“Our people are our best asset” often look as empty slogans displayed on companies front office.

The Indian IT company HCL Technologies (55.000 people, 3.6 billions US$ turnover) has made it real. To the extend that the CEO of the group, Vineet Nayar, proudly state : “Employees first, customer second” (E1C2).

First implemented in 2006, the E1C2 model has strenghtened since then at HCL Technologies, with success. The company is one of the most succesful IT services organisation in the world.

Management reversed accountability

The key principle of the E1C2 model is defined as “reversed accountability” and is described in the following way :

“The value generated by an organisation if created by its employees, mostly those in contact with the customers. The managers are not creating the value. Managers should be their to listen and support the employees. Not the opposite”, says Vineet Nayar.

For HCL Technologies, it’s in the interest of the company to understand that the employees create the value, not the CEO or management. If the staff members feels good about their job, it they get enough autonomy, support and transparency from the top, the impact for the customer will be positive.

A 360° evaluation system is put in place. Anyone in the organisation can comment the work of a colleague, no matter what’s his/her position otr department. A transparent online questioning system is available for all the company members. More actions are explained in the herebellow slideshow.

Employee First Customer Second

“With Geny Y, we are digitalizing the corporation. This change who is in power, really. Where will the solutions be found ?”, observes Vineet Nayar, interviewed by the Harvard Business Review.

Bring the human back to business

But how to convince traditional managers to endorse this new management values ?

“Good question, says the CEO of HCL Technologies. There is a number of beliefs that have to be accepted by today’s anagers. First, believe that you don’t have all the answers. Believe that it’s ok for brighter people to exist in the world. Believe that the future answers you need to make the right decision for your company will come from manager and CEO but from the rest of the organisation or from the outside. Believe that the command and control way of runninging an organisation will not work if you believe democracy value  is the best way to run a country. And believe that by opening yourself to accounbility to evaluation, you will unleashed a new potential for your company”.

“Bring human back to business !“

According to him, no business school in Europe teaches the spirit neither the vision of a startup runner.

“In Business Schools, we learn to replicate a business model that works elsewhere. Not to be and entrepreneur inventing something new. Operate a company is easy to learn. That is no rocket science. Starting a company requires another set of competences, though”.

That is the reason why Alex Barrera (who has his own startup, Inkzee) has launched, along with other, a startup academy.

It brings coaching, vision and entrepreneur solidarity. Here is his interview

Nowadays, Gregg Fraley advises companies all around the world. Beside, the author gives speeches about the ways innovation shoud be implemented.

Globe Corp.biz met the creativity and innovation expert at the Creawal Forum 2009 in Liège.

[dailymotion:http://www.dailymotion.com/video/x99e10_gregg-fraley-soyez-innovant-les-ide_news]

Innovation: not a isolated process

Two tips to avoid ineffective and without brainstorming overnight

Though, brainstorming requires some precaution: “Pay attention to what comes before and after the brainstorming. Before it must be prepared, be well aware of market needs. Clearly identify challenges that must be met. If you brainstorming out of a vacuum. You may come with great ideas but they wont necessarily sells or be applicable. After brainstorming it is important to  keep track of all ideas and take action on the basis of some of them. This step is strategic, by doing so you show that you take these sessions seriously. This way, your employees will be keen to generate quality ideas”

“Generate new ideas  doesn’t cost money”, Fraley stresses. Only their implementation requires an investment. You can even sell some of your ideas “because what attracts investors if it is a good idea?”

Difference between creativity and innovation, the definition of Gregg Fraley

Eventually, the consultant explains the difference between creativity and innovation. For Gregg Fraley Creativity is “a novelty that is useful” while innovation is “using a novelty that is useful and generate one way or another value. Whether it is money or improvement in processes. However, we should not limit the creativity to art and self expression, adds Gregg Fraley. Being creative can also mean making decisions or doing some analysis. “There can be no innovation without creativity, any business needs to encourage it”, sums up the expert.

Worth reading on the topic:

Emphasis on Innovation, Brand Building during Recession

Open innovation and other foolish ideas

Creative Problem Solving, interview with Gregg Fraley (Jack’s notebook)