Here are some of the major book projects CHC has already helped launch in the past:
Past Work:
Human Sigma
Creating Value At The Employee Customer Encounter
by John H. Fleming, PhD and James Asplund
Gallup Press
November, 2007
Six Sigma transformed the manufacturing side of business, bringing excellence, quality and conformity to finished goods. HUMAN SIGMA will bring the same excellence to the greatest challenge in business today - managing people.
When it comes to human systems - a company's employees and their relationship with customers - businesses have dropped the ball. By moving the customer experience out of the face-to-face, bricks-and-mortar channels, outsourcing call centers, and turning to automated systems, companies have ripped the face and soul out of business.
By studying 10 million customers and 10 million employees around the globe, Gallup has created a five-step approach it collectively calls HUMAN SIGMA to bring excellence to the way employees engage and interact with customers. The book offers a first-of-its-kind method (first outlined in a 2005 article in The Harvard Business Review) to measure and improve the employee and customer experiences and make them scalable across large and complex organizations.
The book presents new meta-analytic research from 10 companies and almost 2000 business units in the financial services, professional services, retail and sales industries. Each of the 10 companies using HUMAN SIGMA has outperformed their five largest peers during a recent one-year period by 26 percent in gross margin and 85 percent in sales growth.
This book will change the way you think about your work, your employees and your customers, forever.
Purchase Online:
