Book

Fleming, John Howland

Human sigma : managing the employee-customer encounter / John H. Fleming, Jim Asplund.

New York : Gallup Press, [2007]

©2007

313 pages : illustrations ; 24 cm

"Six Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, Human Sigma is poised to do the same for sales and service organizations." "This book offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it."--Jacket

Customer relations.

Consumer satisfaction.

Sales management.

Public relations.

Personnel management.

Asplund, Jim.

Includes bibliographical references (pages 289-313).

The terminator school of management -- Quality control -- Human systems and vital signs -- Feelings are facts -- Customer engagement and emotional attachment -- Emotional attachment : confidence and integrity -- Emotional attachment : pride and passion -- Win their brains and their hearts will follow -- Employee engagement -- Engaging your employees -- The scourge of local variation -- HumanSigma -- The strategy and tactics of HumanSigma : evaluate, intervene, and encourage -- The demand for evaluation -- The demand for intervention -- The demand for encouragement.

Table of contents

2007929466

9781595620163

1595620168

170956562

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201580

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658.812 Fleming