When it comes to transforming your business for profitable growth, where do you begin? For CEO Vineet Nayar, who took the reins of IT services giant HCL Technologies in 2005, it began with an honest look in the corporate mirror. Although HCLT had surpassed $700 million in annual revenue and had a good track record of growth, it had begun to lose market share and, worse, mindshare-some of the company's most talented employees were leaving to work for competitors. In this chapter, Nayar describes what he calls the "Mirror Mirror" approach that set HCLT on the road to change. By communicating openly with employees and challenging them to acknowledge the reality of their company's trailing position, Nayar was able to clarify that the "value zone" of the company lay not in its array of technologies, but in the work of his frontline employees who, in their daily interactions, created customer value. In a bold move, he turned the corporate hierarchical pyramid upside down, making management accou

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