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