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Human Sigma: Managing the Employee-Customer Encounter
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Binding: Hardcover
Dewey Decimal Number: 658
EAN: 9781595620163
Edition: 1
ISBN: 1595620168
Label: Gallup Press
Manufacturer: Gallup Press
Number Of Items: 1
Number Of Pages: 216
Publication Date: October 28, 2007
Publisher: Gallup Press
Studio: Gallup Press
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Editorial Review:
The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees — and all-too-real declining profit margins — the need for change is obvious. Human Sigma addresses this need with an exciting new method for managing customer-employee relations that increases both productivity and profitability. It incorporates cutting-edge research in the neurosciences and behavioral economics — including brain imaging research into customer’s emotional connections to the companies they love — with proven techniques for improving workforce performance and revenues generated from existing customers. This practical handbook appeals to senior leaders and line managers alike who are looking for a way to dramatically increase productivity, retain high value customers, and enhance organizational performance.
Customer Reviews
Average Rating: 
Rating:  - Insights for enhancing the employee-customer relationship
John H. Fleming and Jim Asplund make a convincing case for building quality into your employee-customer relationships. Their method parallels the way that Six Sigma emphasizes increasing quality by controlling defects in your manufacturing process. The authors - who generously explain a great deal about their program, but who also make the value of their consultancy's services and research quite clear - show that it is backward to try to enhance your customer interface by eliminating human contact. ... Read More
Rating:  - HumanSigma, a refreshing new take on the employer & employee/customer interaction
HumanSigma is about what drives people and changing your processes to create emotionally attached customers and employees. The JDS (Just Don't Suck) approach is not enough. The actions many companies take when they view employees as the source of error is called the "Terminator" style of management. You get rid of the people and leave the machines. But people don't develop an attachment to computers and automated processes.
People are all about feelings. Businesses understand the value ... Read More
Rating: - Interesting approach, but will require consulting
This book takes an interesting approach to customer and employee relations. Just as Six Sigma is about building in quality and eliminating waste rather than trying to fix mistakes, HumanSigma (as they spell the term) is about understanding what makes people tick and redesigning your products and processes to create emotionally attached customers and employees. The traditional JDS (Just Don't Suck) approach to management is simply not competitive enough. The response many companies take when they ... Read More
Rating:  - A Book-Length Ad for an Expensive Service
While I agree with the reviewers who cited this book's fascinating stories and compelling insights, ultimately I was disappointed because it promised but did not deliver actionable advice on how to employ Human Sigma. I felt like the kid in "A Christmas Story" whose secret decoder ring helps him unscramble the message "Drink more Ovaltine."
Rating: - Add Human Sigma to Your Diagnostic Toolkit
Human Sigma: Managing the Employee-Customer Encounter is a great addition to the growing collection of books about improving employee or customer engagement. While much of the writing on this topic is based on the edgy experiences or best practices of an innovative company, this is a book based on extensive survey work. These findings provide some of the missing foundational understandings that will help you explain why this is the path to take.
While it is packed with "ah ha" insights, ... Read More
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