Human Sigma

Managing the Employee-Customer Encounter

By: John H. Fleming Ph.D., Jim Asplund

Narrated by: Tom Parks

Length: 7 hrs and 43 mins

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.

Each of the Q12 and Ce11 statements represents millions of dollars of investment by Gallup researchers, and as such, they are proprietary. They cannot be reprinted or reproduced in any manner without the written consent of Gallup, Inc. The Q12 statements © 1993-1998 Gallup, Inc. all rights reserved. The Ce11 statements © 1994-2000 Gallup, Inc. all rights reserved. Gallup®, a8™, Ce11®, Clifton strengthsFinder®, emotional economy™, Follow This path™, Gallup Management Journal®, Gallup press®, GMJ®, Humansigma®, l3™, Q12®, and The Gallup poll® are trademarks of Gallup, Inc. all other trademarks are the property of their respective owners.

Download the accompanying reference guide.

©2007 Gallup, Inc. (P)2016 Brilliance Audio, all rights reserved.

Customer Experience 101

Very well written and performed for the type of academic material presented. This is the stuff of boring lectures only it engaging, relevant and at times humorous. Buy it, own it because you will listen to it more than once.

Great book for Lean and Six Sigma practitioners and HR personnel

This book gives a good explanation on the importance of customer and employee engagement to drive company success