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 reading 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.
