Six Sigma changed the face of manufacturing quality. Now, HumanSigma
is poised to do the same for sales and services. Human Sigma offers an
innovative research-based approach to one of the toughest challenges
facing sales and services companies today: how to effectively manage the
employee-customer encounter to drive business success.
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.
