Human Sigma : Managing The Employee Customer Encounter
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Six Sigma changed the face of manufacturing quality. Now, Gallup’s HumanSigma is poised to do the same for sales and service organizations by offering an innovative research-based approach to one of the toughest challenges facing companies today: how to effectively manage the employee-customer encounter to drive business success. In Human Sigma, Gallup shows you how to manage human systems for growth. This book blends strategic analysis with hands-on, practical steps and advice. Based on research spanning 10 million employees and 10 million customers around the world, the HumanSigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.