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Title: Human Sigma
Subtitle: Managing the Employee-Customer Encounter
Author: John H. Fleming, Jim Asplund
Narrator: Tom Parks
Format: Unabridged
Length: 7 hrs and 43 mins
Language: English
Release date: 11-29-16
Publisher: Brilliance Audio
Ratings: 4.5 of 5 out of 3 votes
Genres: Business, Management
Publisher's Summary:
Six Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, Human Sigma is poised to do the same for sales and service organizations.
This book offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, 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 new rules to bring excellence to the way 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. This means that 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 listening for today's 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.
Members Reviews:
Good start - online resources
Interesting approach to connect engagement with profit. It would be good to have more complementary resources on line to complement theory with application.
We Are in the Human Business!
Fleming has done a great job here of explaining what it means to be human in the workplace. It's hard and it's messy, but it can be a beautiful thing when we understand what people need and want. We have woven the 4 universal customer expectations into our service training, and linked each individual's talents and strengths to meeting those customer expectations in their specific role. Although I love his idea of all front line folks reporting to one area responsible for quality service and building customer loyalty, this is a tall order for organizations that have many "silos".
Great reading for anyone passionate about quality service and building customer loyality.
Great Book - Worth the Investment and Time
Excellent value add in this book. The way they wrote it is not my style but the content , cases, and Analise are of great quality for any reader. By using their own company Gallup data, they brought to the readers a very rich content, well connected and very well organized.
