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Book Description Hardcover. Condition: New. Seller Inventory # 1595620168-11-15247101
Book Description Hardcover. Condition: New. 1. 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. Seller Inventory # DADAX1595620168
Book Description Hardcover. Condition: new. Seller Inventory # 9781595620163
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Book Description Hardcover. Condition: new. Hardcover. 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. Synopsis coming soon. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Seller Inventory # 9781595620163