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Related Experiment Videos

Manage your human sigma.

John H Fleming1, Curt Coffman, James K Harter

  • 1Gallup Organization, Princeton, NJ, USA. fleming_hs@gallup.com

Harvard Business Review
|July 21, 2005
PubMed
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Sales and service quality improve by managing employee-customer interactions using Human Sigma. This approach integrates engagement and financial performance, emphasizing local management for better outcomes.

Area of Science:

  • Business Management
  • Organizational Behavior
  • Service Quality

Background:

  • Traditional quality improvement methods like Six Sigma are limited in human interaction contexts.
  • Sales and service organizations require effective strategies to enhance employee-customer encounters.

Purpose of the Study:

  • Introduce Human Sigma, a novel quality improvement approach for employee-customer interactions.
  • Provide principles for measuring, managing, and improving service quality.

Main Methods:

  • Developed the Human Sigma framework, integrating assessment and management processes.
  • Emphasized emotional intelligence over purely economic or engineering perspectives.
  • Advocated for local-level measurement and management of interactions due to variability.

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Main Results:

  • Human Sigma offers a disciplined process for assessing and improving the employee-customer encounter.
  • Recognized the interconnectedness of employee and customer engagement with financial performance.
  • Highlighted the critical role of local managers in driving performance improvements.

Conclusions:

  • Holistic management of employee-customer relationships is crucial for financial success.
  • Local managers are key to implementing interventions like training and coaching.
  • Short-term transactional and long-term transformational interventions are both necessary for quality improvement.