Skip to content

Human SIGMA: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human SIGMA: Managing the Employee-Customer Encounter Hardcover - 2007 - 1st Edition

by John H. Fleming; Jim Asplund

In the face of widespread perceptions of abysmal customer service and disengaged employees--and all-too-real declining profit margins--the need for change is obvious. "Human Sigma" addresses this need with an exciting new method for managing customer-employee relations.


From the publisher

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.

Details

  • Title Human SIGMA: Managing the Employee-Customer Encounter
  • Author John H. Fleming; Jim Asplund
  • Binding Hardcover
  • Edition number 1st
  • Edition 1
  • Pages 320
  • Volumes 1
  • Language ENG
  • Publisher Gallup Press, New York
  • Date 2007-10
  • ISBN 9781595620163 / 1595620168
  • Weight 1.45 lbs (0.66 kg)
  • Dimensions 9.1 x 6.4 x 1.3 in (23.11 x 16.26 x 3.30 cm)
  • Library of Congress Catalog Number 2007929466
  • Dewey Decimal Code 658.812

Media reviews

Citations

  • Reference and Research Bk News, 02/01/2009, Page 131

About the author

John H. Fleming, Ph.D., is a Principal at The Gallup Organization and Chief Scientist for Gallup's Customer Engagement and HumanSigma practices. He consults with Gallup's global clients to help them improve customer engagement and enhance their business effectiveness. Fleming is a coauthor of the Harvard Business Review article "Manage Your Human Sigma." Prior to joining Gallup, Fleming spent six years as a member of the psychology faculty at the University of Minnesota. He received his doctorate in social psychology and master's degree in psychology from Princeton University and his bachelor's degree from the College of William and Mary in Williamsburg, Virginia. He lives near Princeton, New Jersey, with his wife, Robin, and their twin daughters, Allison and Emma. Jim Asplund is The Gallup Organization's Chief Scientist for Strengths-Based Development. He leads Gallup's global research on the science of human strengths, and how to apply them to improve organizational performance. His consulting expertise focuses on how strengths, employee engagement and customer engagement interact to drive financial performance. Jim is also one of Gallup's leading methodologists, specializing in complex research and development efforts. Prior to joining Gallup, Asplund spent eight years as a lobbyist and policy expert at the Minnesota Legislature, representing clients in the areas of taxation, education funding, utilities, land use, and economic development. Asplund earned his bachelor's degree in mathematics from Grinnell College in Iowa and his master's degree in public policy with emphasis in mathematical demography from the University of Minnesota. He lives near St. Paul, Minnesota, with his wife, Susan, and their sons, Jakob and Jonas.
Back to Top

More Copies for Sale

Human Sigma: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma: Managing the Employee-Customer Encounter

by John H. Fleming, Jim Asplund

  • Used
Condition
Used - Very Good
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
Waltham, Massachusetts, United States
Seller rating:
This seller has earned a 5 of 5 Stars rating from Biblio customers.
Item Price
$1.04
$3.00 shipping to USA

Show Details

Description:
Gallup Press. Used - Very Good. . . All orders guaranteed and ship within 24 hours. Your purchase supports More Than Words, a nonprofit job training program for youth, empowering youth to take charge of their lives by taking charge of a business.
Item Price
$1.04
$3.00 shipping to USA
Human SIGMA: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human SIGMA: Managing the Employee-Customer Encounter

by Fleming, John H.

  • Used
Condition
Used - Very Good
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
Frederick, Maryland, United States
Seller rating:
This seller has earned a 4 of 5 Stars rating from Biblio customers.
Item Price
$3.99
$3.99 shipping to USA

Show Details

Description:
Gallup Press. Used - Very Good. Very Good condition. Very Good dust jacket.
Item Price
$3.99
$3.99 shipping to USA
Human SIGMA: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human SIGMA: Managing the Employee-Customer Encounter

by Fleming, John H.

  • Used
Condition
Used - Like New
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
Frederick, Maryland, United States
Seller rating:
This seller has earned a 4 of 5 Stars rating from Biblio customers.
Item Price
$3.99
$3.99 shipping to USA

Show Details

Description:
Gallup Press. Used - Like New. Like New condition. Like New dust jacket. A near perfect copy that may have very minor cosmetic defects.
Item Price
$3.99
$3.99 shipping to USA
Human Sigma: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma: Managing the Employee-Customer Encounter

by Fleming, John H.

  • Used
Condition
UsedGood
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
Imperial, Missouri, United States
Seller rating:
This seller has earned a 5 of 5 Stars rating from Biblio customers.
Item Price
$4.52
FREE shipping to USA

Show Details

Description:
UsedGood. The item shows wear from consistent use, but it remains in good condition and works perfectly. All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May NOT include discs, access code or other supplemental materials.
Item Price
$4.52
FREE shipping to USA
Human Sigma : Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma : Managing the Employee-Customer Encounter

by Asplund, Jim, Fleming, John H

  • Used
Condition
Used - Good
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
Mishawaka, Indiana, United States
Seller rating:
This seller has earned a 5 of 5 Stars rating from Biblio customers.
Item Price
$5.00
FREE shipping to USA

Show Details

Description:
Gallup Press. Used - Good. Used book that is in clean, average condition without any missing pages.
Item Price
$5.00
FREE shipping to USA
Human Sigma: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma: Managing the Employee-Customer Encounter

by Fleming, John H.; Asplund, Jim

  • Used
  • good
  • Hardcover
Condition
Used - Good
Binding
Hardcover
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
2
Seller
Memphis, Tennessee, United States
Seller rating:
This seller has earned a 5 of 5 Stars rating from Biblio customers.
Item Price
$5.20
FREE shipping to USA

Show Details

Description:
Gallup Press, 2007-10-28. Hardcover. Good. 0x0x0.
Item Price
$5.20
FREE shipping to USA
Human Sigma: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma: Managing the Employee-Customer Encounter

by Fleming, John H.; Asplund, Jim

  • Used
  • good
  • Hardcover
Condition
Used - Good
Binding
Hardcover
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
4
Seller
Houston, Texas, United States
Seller rating:
This seller has earned a 4 of 5 Stars rating from Biblio customers.
Item Price
$5.24
FREE shipping to USA

Show Details

Description:
Gallup Press, 2007-10-28. Hardcover. Good. 9x6x1.
Item Price
$5.24
FREE shipping to USA
Human Sigma: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma: Managing the Employee-Customer Encounter

by Fleming, John H.; Asplund, Jim

  • Used
  • good
  • Hardcover
Condition
Used - Good
Binding
Hardcover
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
2
Seller
Kingwood, Texas, United States
Seller rating:
This seller has earned a 5 of 5 Stars rating from Biblio customers.
Item Price
$5.24
FREE shipping to USA

Show Details

Description:
Gallup Press, 2007-10-28. hardcover. Good. 6x1x9.
Item Price
$5.24
FREE shipping to USA
Human Sigma : Managing the Employee-Customer Encounter

Human Sigma : Managing the Employee-Customer Encounter

by Jim Asplund; John H. Fleming

  • Used
  • Hardcover
Condition
Like New
Binding
Hardcover
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
Seattle, Washington, United States
Seller rating:
This seller has earned a 4 of 5 Stars rating from Biblio customers.
Item Price
$5.99
FREE shipping to USA

Show Details

Description:
Gallup Press, 2007. Hardcover. Like New. Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Item Price
$5.99
FREE shipping to USA
Human Sigma: Managing the Employee-Customer Encounter
Stock Photo: Cover May Be Different

Human Sigma: Managing the Employee-Customer Encounter

by John H. Fleming; Jim Asplund

  • Used
  • good
  • Hardcover
Condition
Used - Good
Binding
Hardcover
ISBN 13
9781595620163
ISBN 10
1595620168
Quantity Available
1
Seller
HOUSTON, Texas, United States
Seller rating:
This seller has earned a 4 of 5 Stars rating from Biblio customers.
Item Price
$7.44
FREE shipping to USA

Show Details

Description:
Gallup Press, 2007-10-28. Hardcover. Good.
Item Price
$7.44
FREE shipping to USA