Human Sigma

<p>Six Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, <i>Human Sigma</i> is poised to do the same for sales and service organizations.<p><p>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 <i>Human Sigma</i> approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.<p><p><i>Human Sigma</i> is based on five new rules to bring excellence to the way employees engage and interact with customers:<p><p><b>RULE #1:</b> E Pluribus Unum. Employee and customer experiences must be managed together a &quote; not as separate entities.<p><p><b>RULE #2:</b> Feelings Are Facts. Emotions drive and shape the employee-customer encounter.<p><p><b>RULE #3:</b> Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level.<p><p><b>RULE #4:</b> 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.<p><p><b>RULE #5:</b> 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.<p><p>Essential reading for today's global business leaders, <i>Human Sigma</i> 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, <i>Human Sigma</i> will change how you view your work, your employees, and your customers forever.<p>