Manage Your Human Sigma (HBR OnPoint Enhanced Edition) @ richardeward.com

Manage Your Human Sigma (HBR OnPoint Enhanced Edition)
by John H. Fleming, Curt Coffman, James K. Harter
from Harvard Business Review

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• An alternative measure for the employee-customer encounter
  John H. Fleming is Chief Scientist for customer engagement, Curt Coffman is a Global Practice Leader, and James K. Harter is the Chief Scientist for employee engagement at the Gallup Organization. This article was published in a special issue of the Harvard Business Review in July-August 2005, which focused on the high-performance organization.
  The authors believe that "it is essential that organizations learn to measure and manage quality in all kinds of business settings." In order to address the... more info

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