The World's Most Modern Management System

NeoPrime writes "CNN has a story about an Indian IT outsourcing firm HCL Technologies, whose president feels that 'employees come first and customers second.' He further feels that every employee should 'rate their boss, their boss' boss, and any three other company managers they choose, on 18 questions using a 1-5 scale. There is even an electronic ticket system to flag anything they think requires action in the company. The company president explains, 'It can be I have a problem with my bonus, or My seat is not working, or My boss sucks.' This ticket is then routed to a manager for resolution. The article's argument: India has the most modern management system in the world."

Comments

Sounds great

[Unlikely_Hero]

but what happens when the employees start blackmailing managers?
"We all want a raise of $AMOUNT or several of us will make tickets about you"
I know blackmail like this always existed, but not its a lot easier.

Ticket #000314: My Boss Sucks

[El_Muerte_TDS]

Ticket status:
[ ] Open
[ ] Assigned
[ ] Not a bug
[ ] Feature request
[x] Won't fix
[ ] Closed

Well... that's useful.

Wrong Article Title

[mark_jabroni]

employees come first and customers second

Suggested Title : India discovers Government.

Re:Hmpf

[dgrati]

"Unless they've also managed to upgrade all of their employees' emotional and intellectual IQ, I'd say they have the world's most modern recipe for unmitigated workplace anarchy."

You make an assumption first, indicating that this is an assumption.

And based on that assumption, without verifying or qualifying it further, you make a conclusion: "This sounds like a PR stunt."

I categorically disagree with your conclusion. Personal humility of a CEO is not sought after in the US (despite ground-breaking work by Jim Collins http://www.jimcollins.com/). If this indeed was a PR attempt, given that their market is the US, they would have chosen a different message.

I work for a company where we rank managers the same way they do. The results are unbelievable for innovation and for employee satisfaction, which in turn leads to more innovation.

It's part of a new school of thought called "bottoms-up" instead of "top-down". Interesting things happen when a non-linear dynamic system (such as an organization) embraces "bottoms-up".http://en.wikipedia.org/wiki/Emergenc e/

I sincerely hope that you and likes of you embrace the new revolution silently going about. Expression, communication and change are no longer a virtue of the powerful, may it be the Government, CEOs of a company or anyone else. Expression, communication and change are now emerging from the masses. Why should a company be any different? You get a whole lot of smart people, give them stock options and let them decided, bottoms-up, where they want to go, and see what happens. $.

More yikes from TFA...

[jpellino]

A ticket can only be closed by the originating employee.
I dare them to implement tickets that can only be closed by the customer.
Hoo boy. Someone comes in off the street to do phone drone work, and they can hang a manager up indefintely because they don't like the food in sector 24?
Also according to TFA the managers are pretty well vetted & trained, and then have to put up with every whine from a new hire? Think of the hire you've seen that punched a hole in your least expectations in record time and is the low water mark of your work experience - now hand them a pile of tickets that they can use to complain about anything. Anything. Endlessly. And I mean anything. And did I mention endlessly? Is this annoying yet? How about now? Huh? Hello?