Human Sigma

Managing the Employee-Customer Encounter

By: John H. Fleming, Jim Asplund

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Hardcover | 28 October 2007

At a Glance

Hardcover
313 Pages

Dimensions(cm)
23.6 x 16.2 x 3.2

Hardcover

$48.75

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Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success.

Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success.

Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers:

RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together &; not as separate entities.

RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter.

RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level.

RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric.

RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed.
Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

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You Can Find This Book In

Non-Fiction Business & Management Management & Management Techniques Sales & Marketing Customer Services

Acknowledgements	p. 9
Introduction: The Terminator School of Management	p. 13
Quality Control	p. 29
Human Systems and Vital Signs	p. 51
Feelings Are Facts	p. 65
Customer Engagement and Emotional Attachment	p. 87
Emotional Attachment: Confidence and Integrity	p. 99
Emotional Attachment: Pride and Passion	p. 119
Win Their Brains and Their Hearts Will Follow	p. 141
Employee Engagement	p. 151
Engaging Your Employees	p. 171
The Scourge of Local Variation	p. 187
HumanSigma	p. 199
The Strategy and Tactics of HumanSigma: Evaluate, Intervene, and Encourage	p. 223
The Demand for Evaluation	p. 235
The Demand for Intervention	p. 245
The Demand for Encouragement	p. 269
Conclusion	p. 277
Learn More	p. 281
About the Authors	p. 283
	p. 285
Endnotes	p. 289
Table of Contents provided by Ingram. All Rights Reserved.

Human Sigma

Managing the Employee-Customer Encounter

At a Glance

Hardcover

Shipping

How to return your order

Defective items

You Can Find This Book In

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