Human Sigma Managing the Employee-Customer Encounter
Human Sigma Managing the Employee-Customer Encounter by John H. Fleming, published by Simon and Schuster on October 28, 2007, spans 313 pages and is presented in English. This book introduces a research-based approach aimed at addressing the challenges of managing the employee-customer encounter, which is crucial for driving business success in sales and services. Drawing from extensive research involving 10 million employees and customers globally, the text outlines a method for assessing and improving interactions between employees and customers.
Readers will discover five fundamental rules that guide the management of these encounters, emphasizing the interconnectedness of employee and customer experiences. The book highlights the importance of emotions in shaping interactions and advocates for local measurement and management of these encounters. Additionally, it underscores the necessity of disciplined action and a companywide commitment to enhancing how employees are recruited, positioned, and managed. Human Sigma serves as a resource for business leaders seeking to navigate the complexities of customer relations and human resources in a global economy.
Official synopsis Publisher
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.
Based on research spanning 10 million employees and 10 million customers around the world, the HumanSigma 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.
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