{"product_id":"human-sigma-managing-the-employee-customer-encounter-9781595620163","title":"Human SIGMA: Managing the Employee-Customer Encounter","description":"\u003cb\u003eSix Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and services. \u003ci\u003eHuman Sigma\u003c\/i\u003e 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.\u003c\/b\u003e \u003cp\u003e\u003c\/p\u003eBased 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. \u003cp\u003e\u003c\/p\u003e \u003ci\u003eHuman Sigma\u003c\/i\u003e is based on five rules to bring excellence to how employees engage and interact with customers: \u003cp\u003e\u003c\/p\u003e \u003cb\u003eRULE #1: \u003c\/b\u003eE Pluribus Unum. Employee and customer experiences must be managed together -- not as separate entities. \u003cp\u003e\u003c\/p\u003e \u003cb\u003eRULE #2: \u003c\/b\u003eFeelings Are Facts. Emotions drive and shape the employee-customer encounter. \u003cp\u003e\u003c\/p\u003e \u003cb\u003eRULE #3: \u003c\/b\u003eThink Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. \u003cp\u003e\u003c\/p\u003e \u003cb\u003eRULE #4: \u003c\/b\u003eThere 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. \u003cp\u003e\u003c\/p\u003e \u003cb\u003eRULE #5: \u003c\/b\u003eIf 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. \u003cp\u003e\u003c\/p\u003e Essential reading for global business leaders, \u003ci\u003eHuman Sigma\u003c\/i\u003e 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, \u003ci\u003eHuman Sigma\u003c\/i\u003e will change how you view your work, your employees and your customers forever.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Gallup Press\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 10\/01\/2007\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9781595620163\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 320\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.45lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.10h x 6.40w x 1.30d\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003eReview Citations: \u003c\/strong\u003e\u003ci\u003eReference and Research Bk News\u003c\/i\u003e 02\/01\/2009 pg. 131\u003cbr\u003e","brand":"John H. Fleming, Jim Asplund","offers":[{"title":"Default Title","offer_id":44608421724341,"sku":"9781595620163","price":22.06,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/files\/img_0912cbcd-3fd1-4742-b7d4-e5670d2ff197.jpg?v=1725374782","url":"https:\/\/pastforward.org\/products\/human-sigma-managing-the-employee-customer-encounter-9781595620163","provider":"Past Forward","version":"1.0","type":"link"}