Human Sigma: Managing the Employee-Customer Encounter. By John H. Fleming and Jim Asplund. Gallup Press.
Submitted by iw on October 25, 2007 – 5:12 pmNo Comment
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.
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