The groundbreaking methodology Six Sigma changed the face of
manufacturing quality. Now, HumanSigma is poised to do the same for
sales and service. 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 that increases both
productivity and profitability. It incorporates cutting-edge
research in the neurosciences and behavioral economics — including
brain imaging research into customer’s emotional connections to the
companies they love — with proven techniques for improving
workforce performance and revenues generated from existing
customers. This practical handbook appeals to senior leaders and
line managers alike who are looking for a way to dramatically
increase productivity, retain high value customers, and enhance
organizational performance.
關於作者:
John H. Fleming, Ph.D., is a Principal Fleming is a co-author
of the Harvard Business Review article "Manage Your Human Sigma."
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.