Human Sigma: Managing the Employee - Customer Encounter

Overview

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 ...

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Overview

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.

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Product Details

  • ISBN-13: 9781595620163
  • Publisher: Gallup Press
  • Publication date: 10/28/2007
  • Edition number: 1
  • Pages: 216
  • Sales rank: 436,567
  • Product dimensions: 5.90 (w) x 9.10 (h) x 1.50 (d)

Meet the Author

John H. Fleming, Ph.D., is a Principal of Gallup and Chief Scientist for Gallup's Customer Engagement and HumanSigma practices. He consults with Gallup's global clients to help them improve customer engagement and enhance their business effectiveness. Fleming is a coauthor of the Harvard Business Review article "Manage Your Human Sigma."
Prior to joining Gallup, Fleming spent six years as a member of the psychology faculty at the University of Minnesota. He received his doctorate in social psychology and master's degree in psychology from Princeton University and his bachelor's degree from the College of William and Mary in Williamsburg, Virginia. He lives near Princeton, New Jersey, with his wife, Robin, and their daughters, Allison and Emma.

Jim Asplund is a Principal of Gallup and Chief Scientist for Strengths-Based Development. He leads Gallup's global research on the science of human strengths and how to apply them to improve organizational performance. Asplund is also one of Gallup's leading methodologists, specializing in complex research and development efforts.
Prior to joining Gallup, Asplund spent eight years as a policy expert and lobbyist at the Minnesota Legislature, representing clients in the areas of taxation, education funding, and economic development. He earned his master's degree in public policy with emphasis in mathematical demography from the University of Minnesota and his bachelor's degree in mathematics from Grinnell College in Iowa. Asplund lives near St. Paul, Minnesota, with his wife, Susan, and their sons, Jakob and Jonas.
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Table of Contents


Acknowledgements     9
Introduction: The Terminator School of Management     13
Quality Control     29
Human Systems and Vital Signs     51
Feelings Are Facts     65
Customer Engagement and Emotional Attachment     87
Emotional Attachment: Confidence and Integrity     99
Emotional Attachment: Pride and Passion     119
Win Their Brains and Their Hearts Will Follow     141
Employee Engagement     151
Engaging Your Employees     171
The Scourge of Local Variation     187
HumanSigma     199
The Strategy and Tactics of HumanSigma: Evaluate, Intervene, and Encourage     223
The Demand for Evaluation     235
The Demand for Intervention     245
The Demand for Encouragement     269
Conclusion     277
Learn More     281
About the Authors     283
Appendix A     285
Endnotes     289
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  • Anonymous

    Posted June 21, 2008

    This is a profound piece of work

    Would you believe that there's an insignificant difference to the bottom line of a company between a dissatisfied customer and a satisfied one? Would you believe that the old '1' 'very dissatisfied' to '5' (very satisfied) scale of measuring customer satisfaction is totally useless for making decisions? This breakthrough piece of work creates a shift in context similar to the manufacturing quality approach upon which it's title is based. It doesn't give a very good explanation of Six Sigma (which doesn't lower its value) however, for some readers, it may be confusing and for others it may keep them from reading on. Six Sigma, unfortunately but understandably, is criticized by many who don't actually understand it's profound significance in the history of manufacturing quality. Human Sigma, like Six Sigma, is a shift in context and all important changes start with just such a shift. Don't look for a formula in this book (although there are very good instructions on the keys to implementation). See it for what it is: a data-based research paper that should shake the foundations of the subject of customer satisfaction. It demonstrates ways of seeing where there are degrees of customer satisfaction that are above the '5' and below the '1' on the classic customer satisfaction measurement scale. It makes it clear that hearing from customers 'I really like the shoes I buy at Nordstroms' may feel good, but it doesn't have much importance to the bottom line of a company. 'I will only buy my shoes at Nordstroms' does. Human Sigma divides its 'time' into two topics. The first is to shatter the understanding of the relationship between customer satisfaction and the company's bottom line. The other is to show how to move customers to the satisfaction levels that do. Don't read this book if you're looking for a customer satisfaction formula (although it does a very good job of showing how to implement a new way of interacting with customers.) But if you've been struggling with the topic of customer satisfaction or, better yet, have an organization with employees that come in direct contact with customers, let Human Sigma give you a new way to see the employee-customer relationship.

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    Posted May 24, 2009

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    Posted November 17, 2009

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  • Anonymous

    Posted February 19, 2009

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