Human Sigma

Managing the Employee-customer Encounter

by John H. Fleming , Jim Asplund

Number of pages: 216

Publisher: Gallup Press

BBB Library: Operations Management

ISBN: 9781595620163

About the Authors

John H. Fleming : John H. Fleming is Chief Scientist for Gallup's Customer Engagement and


Jim Asplund : Jim Asplund is Chief Scientist, Strengths-Based Development and Performance Impact Consulting


Editorial Review

Six Sigma black belts around the world have gotten good at improving four of the root causes of quality defects, machines, materials, measurement, and methods, but there is another root cause identified in the Six Sigma methodology: people. This root cause has largely been ignored. This is not too surprising because it’s probably the hardest to fix. But, it may also be the most important.

Book Reviews

"This book describes an innovative management approach that improves the financial performance of sales and service companies by managing employees and their interaction with customers." Accounting Web

"The Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. It is based on five new rules to bring excellence to the way employees engage and interact with customers. Companies that follow these principles are outpacing their competition by 26% in gross margin and 85% in sales growth." Bloomberg Business

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Wisdom to Share

To implement the right changes, a rigorous process of monitoring engagement and defining appropriate support and activities is needed.

Human Sigma can make your human system a true competitive advantage.

Human sigma is designed to measure and aid in reduced local performance variability.

Employee engagement does have a direct and measurable relationship to, impact on customer engagement.

Engaged employees want their organization to succeed because they feel connected emotionally, socially and even spiritually to its mission, vision and purpose.

Employees who build and nurture strong customer relationships have an indirect impact on corporate financial health.

The Human Sigma management approach starts by accepting human nature and then uses it to manage employees.

Customers who feel strongly connected to your company spend more and stay loyal. When employees and customers are happy, your profits can soar.

Energized and committed employees engage customers and work more productively.

Use each person’s unique talents to maximum effect.

Companies that keep their promise create trust, a sense that promises they make today will keep in the future.

Confidence is the bedrock upon which higher levels of emotional attachment are built.

With a great company, customers always know what to expect.