Human Sigma: Managing the Employee-Customer Encounter by John H. Fleming (Englis

Description: Human Sigma by John H. Fleming, Jim Asplund 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 FORMAT Hardcover LANGUAGE English CONDITION Brand New Publisher Description 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 customers 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. Author Biography John H. Fleming, Ph.D., is a Principal at The Gallup Organization and Chief Scientist for Gallups Customer Engagement and HumanSigma practices. He consults with Gallups 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 masters degree in psychology from Princeton University and his bachelors 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 Organizations Chief Scientist for Strengths-Based Development. He leads Gallups 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 Gallups 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 bachelors degree in mathematics from Grinnell College in Iowa and his masters 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. Long Description 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 customers 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. Details ISBN1595620168 Author Jim Asplund Publisher Gallup Press Language English ISBN-10 1595620168 ISBN-13 9781595620163 Media Book Format Hardcover DEWEY 658.812 Year 2007 Imprint Gallup Press Place of Publication Omaha Country of Publication United States Edition 1st Short Title HUMAN SIGMA Subtitle Managing the Employee-Customer Encounter DOI 10.1604/9781595620163 UK Release Date 2007-10-28 NZ Release Date 2007-10-28 US Release Date 2007-10-28 Pages 320 Publication Date 2007-10-28 Audience Professional & Vocational AU Release Date 2008-01-06 We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:11572834;

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