Human Sigma: Creating Value at the Employee-Customer Encounter
- 5h 35m
- Jim Asplund, John H. Fleming
- Gallup Press
- 2007
The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, Human Sigma 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.
About the Authors
John H. Fleming, Ph.D., is a Principal at The Gallup Organization and Chief Scientist for Gallup's customer engagement and Human Sigma 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.
Jim Asplund is a Principal of The Gallup Organization, 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 bachelor's degree in mathematics from Grinnell College in Iowa and his master's degree in public policy with emphasis in mathematical demography from the University of Minnesota.
In this Book
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Quality Control
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Human Systems and Vital Signs
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Feelings are Facts
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Customer Engagement and Emotional Attachment
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Emotional Attachment: Confidence and Integrity
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Emotional Attachment: Pride and Passion
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Win their Brains and their Hearts Will Follow
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Employee Engagement
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Engaging Your Employees
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The Scourge of Local Variation
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Humansigma
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The Strategy and Tactics of Humansigma: Evaluate, Intervene, and Encourage
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The Demand for Evaluation
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The Demand for Intervention
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The Demand for Encouragement
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Conclusion
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Learnmore
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Endnotes
