Employees First Customer Second Book Analysis Essay

Words: 1372
Pages: 6

After having read the book ´Employees first, customers second´ by Vyneet Nayar, reflect upon the following questions and elaborate your answers. The project must be done in groups of 2-3 max. and be approx. 5 pages long, 12 Times New Roman, 1,5 spacing.
Please consult the materials posted in the blackboard first:

1. What was the leadership style Vyneet came with at the beginning of his mandate? Can you give 3 examples of actions he took and which reflect this leadership style and explain? 2. Why does he decide to turn management upside down? How does he do it? 3. What communication techniques does Vyneet use in order to inspire his employees to follow him and to gain their support of his mission?
SSD, 360 Feedback
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7. Can you name 2 of the riskiest decisions he took and explain how they could have back-fired? Why do you think they didn´t backfire?
Opening the window of information, making financial reports public to everyone in the company. U&I portal, Opening up the 360. 8. Vyneet answering the employees´ questions directly takes up to 7 hours a week. Don´t you think a CEO´s time is too precious for that? 9. Why does Vyneet place so much importance on trust within an organization? What are his main arguments? How does Vyneet create a culture of trust?
He believes trust is a big value for his organization as it opens the communication channels and allows employees to express their thoughts and ideas. He also understood the four dimensions of trust as being the foundation for transparency in his company. These were the elements: Credibility, Reliability, Intimacy, Self Orientation. He wanted to create a family environment, his analogy about having a strong trust like the Institution family is very interesting as it really shows that he cares for his employees. 10. How are generation Y employees different from other employees in Vyneet´s view?
Generation Y employees need to be constantly challenged and have freedom to take decisions so they contribute more to the organization. He stated that for Gen Y members of his workforce transparency is a given, due to the use of social networks, posting their life stories in public domains is normal and they expect