Human Sigma: Managing the Employee-Customer Encounter
Written by John H. Fleming, Ph.D. and Jim Asplund
Narrated by Tom Parks
4.5/5
()
Currently unavailable
Currently unavailable
About this audiobook
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.
Human Sigma is based on five new rules to bring excellence to the way 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. This means that 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 today's 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.
Related to Human Sigma
Related audiobooks
Primed to Perform: How to Build the Highest Performing Cultures Through the Science of Total Motivation Rating: 4 out of 5 stars4/5The Magnetic Leader: How Irresistible Leaders Attract Employees, Customers, and Profits Rating: 3 out of 5 stars3/5Talent Keepers: How Top Leaders Engage and Retain Their Best Performers Rating: 4 out of 5 stars4/5Putting Your Employees First: The ABC's for Leaders of Generations X, Y, & Z Rating: 4 out of 5 stars4/5The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results Rating: 5 out of 5 stars5/5Team Genius: The New Science of High-Performing Organizations Rating: 3 out of 5 stars3/5Leading the Revolution Rating: 4 out of 5 stars4/512: The Elements of Great Managing Rating: 4 out of 5 stars4/5Talent Wins: The New Playbook for Putting People First Rating: 5 out of 5 stars5/5Culture Spark: 5 Steps to Ignite and Sustain Organizational Growth Rating: 5 out of 5 stars5/5Reinventing Talent Management: Principles and Practices for the New World of Work Rating: 4 out of 5 stars4/5Reengineering the Corporation Rating: 3 out of 5 stars3/5The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost Profits Rating: 4 out of 5 stars4/5Virtual Leadership: Practical Strategies for Getting the Best Out of Virtual Work and Virtual Teams Rating: 5 out of 5 stars5/5Organizational Behaviour: People, Process, Work and Human Resource Management Rating: 0 out of 5 stars0 ratingsHello Stay Interviews, Goodbye Talent Loss: A Manager's Playbook Rating: 0 out of 5 stars0 ratingsWorkplace Ethics: Mastering Ethical Leadership and Sustaining a Moral Workplace Rating: 0 out of 5 stars0 ratingsHigh-Impact Human Capital Strategy: Addressing the 12 Major Challenges Today's Organizations Face Rating: 5 out of 5 stars5/5What Is Six Sigma? Rating: 3 out of 5 stars3/5The Hour Guide to Management: The Fundamentals of Being an Effective Leader Rating: 0 out of 5 stars0 ratingsManagement Rating: 4 out of 5 stars4/5How Performance Management Is Killing Performance—and What to Do About It: Rethink, Redesign, Reboot Rating: 4 out of 5 stars4/5Employee Engagement Rating: 5 out of 5 stars5/5Team Building Strategies Rating: 0 out of 5 stars0 ratingsThe Idea-Driven Organization: Unlocking the Power in Bottom-Up Ideas Rating: 5 out of 5 stars5/5Move: How Decisive Leaders Execute Strategy Despite Obstacles, Setbacks, and Stalls Rating: 5 out of 5 stars5/5The Differentiated Workforce: Transforming Talent into Strategic Impact Rating: 0 out of 5 stars0 ratingsThe 2020 Workplace: How Innovative Companies Attract, Develop, and Keep Tomorrow's Employees Today Rating: 3 out of 5 stars3/5How to Be Good at Performance Appraisals: Simple, Effective, Done Right Rating: 4 out of 5 stars4/5
Management For You
The 7 Habits of Highly Effective People: 30th Anniversary Edition Rating: 5 out of 5 stars5/5Good to Great Rating: 5 out of 5 stars5/5Company Rules: Or Everything I Know About Business I Learned from the CIA Rating: 4 out of 5 stars4/5Radical Candor: Fully Revised & Updated Edition: Be a Kick-Ass Boss Without Losing Your Humanity Rating: 4 out of 5 stars4/5The 12 Week Year: Get More Done in 12 Weeks than Others Do in 12 Months Rating: 4 out of 5 stars4/5Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity Rating: 4 out of 5 stars4/5The Introverted Leader: Building on Your Quiet Strength Rating: 4 out of 5 stars4/5Spark: How to Lead Yourself and Others to Greater Success Rating: 5 out of 5 stars5/5The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers Rating: 5 out of 5 stars5/5The 7 Habits of Highly Effective People Rating: 4 out of 5 stars4/5The 6 Types of Working Genius: A Better Way to Understand Your Gifts, Your Frustrations, and Your Team Rating: 5 out of 5 stars5/5The E-Myth Revisited: Why Most Small Businesses Don't Work and Rating: 5 out of 5 stars5/5The Authentic Leader: Five Essential Traits of Effective, Inspiring Leaders Rating: 4 out of 5 stars4/5Thinking in Systems: A Primer Rating: 5 out of 5 stars5/5The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever Rating: 5 out of 5 stars5/5The New One Minute Manager Rating: 5 out of 5 stars5/5Multipliers, Revised and Updated: How the Best Leaders Make Everyone Smarter Rating: 5 out of 5 stars5/5Principle-Centered Leadership Rating: 4 out of 5 stars4/5Developing the Leader Within You 2.0 Rating: 5 out of 5 stars5/5The Effective Executive: The Definitive Guide to Getting the Right Things Done Rating: 4 out of 5 stars4/525 Ways to Win with People: How to Make Others Feel Like a Million Bucks Rating: 5 out of 5 stars5/5The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail Rating: 5 out of 5 stars5/5Primal Leadership: Realizing the Power of Emotional Intelligence Rating: 5 out of 5 stars5/5The Anxious Achiever: Turn Your Biggest Fears into Your Leadership Superpower Rating: 4 out of 5 stars4/5The First Minute: How to start conversations that get results Rating: 5 out of 5 stars5/5The 4 Disciplines of Execution: Revised and Updated: Achieving Your Wildly Important Goals Rating: 5 out of 5 stars5/5How to Talk to Anyone at Work: 72 Little Tricks for Big Success Communicating on the Job Rating: 5 out of 5 stars5/5
Reviews for Human Sigma
3 ratings0 reviews