Human Sigma: Managing the Employee-Customer Encounter @ richardeward.com

Human Sigma: Managing the Employee-Customer Encounter
by John H. Fleming, Jim Asplund
from Gallup Press

Customer Reviews:

• Avg. Customer Rating: 4.5 / 5.0

• Insights for enhancing the employee-customer relationship
  John H. Fleming and Jim Asplund make a convincing case for building quality into your employee-customer relationships. Their method parallels the way that Six Sigma emphasizes increasing quality by controlling defects in your manufacturing process. The authors - who generously explain a great deal about their program, but who also make the value of their consultancy's services and research quite clear - show that it is backward to try to enhance your customer interface by eliminating human contact. Instead,... more info

• HumanSigma, a refreshing new take on the employer & employee/customer interaction
  HumanSigma is about what drives people and changing your processes to create emotionally attached customers and employees. The JDS (Just Don't Suck) approach is not enough. The actions many companies take when they view employees as the source of error is called the "Terminator" style of management. You get rid of the people and leave the machines. But people don't develop an attachment to computers and automated processes.
  People are all about feelings. Businesses understand the value of the customers... more info

• Interesting approach, but will require consulting
  This book takes an interesting approach to customer and employee relations. Just as Six Sigma is about building in quality and eliminating waste rather than trying to fix mistakes, HumanSigma (as they spell the term) is about understanding what makes people tick and redesigning your products and processes to create emotionally attached customers and employees. The traditional JDS (Just Don't Suck) approach to management is simply not competitive enough. The response many companies take when they view... more info

• A Book-Length Ad for an Expensive Service
  While I agree with the reviewers who cited this book's fascinating stories and compelling insights, ultimately I was disappointed because it promised but did not deliver actionable advice on how to employ Human Sigma. I felt like the kid in "A Christmas Story" whose secret decoder ring helps him unscramble the message "Drink more Ovaltine."

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