- 216 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
About this book
Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. 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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Information
Table of contents
- Cover
- Epigraph
- Acknowledgements
- Introduction: The Terminator School of Management
- Chapter 1: Quality Control
- Chapter 2: Human Systems and Vital Signs
- Chapter 3: Feelings Are Facts
- Chapter 4: Customer Engagement and Emotional Attachment
- Chapter 5: Emotional Attachment: Confidence and Integrity
- Chapter 6: Emotional Attachment: Pride and Passion
- Chapter 7: Win Their Brains and Their Hearts Will Follow
- Chapter 8: Employee Engagement
- Chapter 9: Engaging Your Employees
- Chapter 10: The Scourge of Local Variation
- Chapter 11: HumanSigma
- Chapter 12: The Strategy and Tactics of HumanSigma: Evaluate, Intervene, and Encourage
- Chapter 13: The Demand for Evaluation
- Chapter 14: The Demand for Intervention
- Chapter 15: The Demand for Encouragement
- Conclusion
- Appendix A
- About the Authors
- Endnotes
- Copyright