Human Sigma

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Managing the Employee-Customer Encounter

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Human Sigma

Managing the Employee-Customer Encounter

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.

Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face 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 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 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.

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مغایرت عنوان کتاب با توضیحات و تصویر جلد
عدم رعایت حقوق نشر طبق قوانین جمهوری اسلامی ایران
محتوای مستهجن
توهین به قومیتها و محتوای نژادپرستی
توهین به اقیلیتهای مذهبی
اهانت به مقامات سیاسی و مذهبی
اشاعه ی کودک آزاری
سایر موارد

بستن

فرمت کتاب

ebook

زبان

german

تاریخ انتشار

2007

نویسنده

Jim Asplund

ناشر

Gallup Press

شابک

9781595620163

20,000 تومان

خرید کتاب مطالعه نمونه درخواست ترجمه کتاب

خرید کتاب Human Sigma

Human Sigma

گزارش تخلف

فرمت کتاب

ebook

زبان

german

تاریخ انتشار

2007

نویسنده

ناشر

شابک

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