| Synopsis
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.
Editorial Reviews
"I love [the authors'] idea of increasing the application of measurement in the human dimension." Marshall Goldsmith, in BusinessWeek
"What Six Sigma did for manufacturing, Human Sigma will do for the service economy." Ralph Oliva, Executive Director, Institute for the Study of Business Markets, Penn State University
"This book is a
powerful new tool for improving your company's performance and creating
high-value engagements with your customers." Philip Kotler,
S.C. Johnson; Son Distinguished Professor of International Marketing,
Northwestern University's Kellogg Graduate School of Management
"Human Sigma reminds
us of an important principle that is often overlooked inside the
boardrooms and offices where business decisions are made: The world was
built on relationships between human beings." Brian J. Dunn, President and COO, Best Buy Co., Inc.
"Human Sigma
is essential reading for executives and managers everywhere. The
concepts that John Fleming and Jim Asplund spell out in this book will
help companies get the most out of their employees while inspiring deep
and lasting relationships with customers." Gerard Van Grinsven, President and CEO, Henry Ford West Bloomfield Hospital, Michigan
About the Authors
John H. Fleming, Ph.D., is a Principal of Gallup and Chief Scientist
for Gallup's Customer Engagement and HumanSigma practices. He consults
with Gallup's 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 master's degree in psychology from
Princeton University and his bachelor's degree from the College of
William and Mary in Williamsburg, Virginia. He lives near Princeton,
New Jersey, with his wife, Robin, and their daughters, Allison and Emma.
Jim Asplund is a Principal of Gallup and 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. Asplund is also one of Gallup's leading
methodologists, specializing in complex research and development
efforts. Prior to joining Gallup, Asplund spent eight years as a policy
expert and lobbyist at the Minnesota Legislature, representing clients
in the areas of taxation, education funding, and economic development.
He earned his master's degree in public policy with emphasis in
mathematical demography from the University of Minnesota and his
bachelor's degree in mathematics from Grinnell College in Iowa. Asplund
lives near St. Paul, Minnesota, with his wife, Susan, and their sons,
Jakob and Jonas.
Product Details
Hardcover: 216 pages
Carton Size: 24 books
Publisher: Gallup Press (October 28, 2007)
Language: English
ISBN-10: 1595620168
ISBN-13: 978-1595620163
Product Dimensions: 9.1 x 6 x 1.4 inches
Shipping Weight: 1.4 pounds
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An effective antidote to "Terminator Management" 
