Human Sigma
Subtitle: Managing the Employee-Customer Encounter
Publisher: Gallup Press
Published: October 28, 2007
Language: eng
Format: Hardcover
Number of pages: 216
ISBN-13: 9781595620163
Subjects: Customer services; Business & Economics; Business / Economics / Finance; Business/Economics; Customer Service; Management - General; Business & Economics / Management
Description: "Six Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, Human Sigma is poised to do the same for sales and service organizations." "This book offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it."--BOOK JACKET.