HumanSigma

A Powerful Alternative to Cutting Costs

Tue, 06 Oct 2009 12:00:00 GMT

Cost curtailment and downsizing aren’t the only approaches to remaining viable in this relentlessly sluggish economy, according to Gallup research. Companies can focus on optimizing the human element of their business by engaging their staff and customers, says the coauthor of Human Sigma.

HumanSigma Rule #3

Tue, 11 Aug 2009 10:00:00 GMT

“Think globally, act locally.” Microbiologist Rene Dubos’ famous quote applies directly to Gallup’s HumanSigma science: A business can achieve consistent performance improvement and sustainable growth when it focuses its energy on managing the employee-customer interactions at the local level.

HumanSigma Rule #2

Thu, 05 Feb 2009 10:00:00 GMT

Emotion frames the employee-customer encounter. This is the second rule of HumanSigma management, and Alegent Health applied it to create a culture that emotionally engages its employees and customers. The result has been greater performance in the metrics that matter most.

HumanSigma Rule #1

Thu, 13 Nov 2008 00:00:00 GMT

Organizations can’t measure and manage employee and customer experiences as separate entities. This is the first rule of HumanSigma. Here’s how two very different companies -- ASB Bank and Waste Management, Inc. -- applied the rule to make their businesses more productive and profitable.

Knowing Your Company’s Vital Signs

Thu, 13 Mar 2008 00:00:00 GMT

Employee and customer engagement are leading indicators of financial performance. The authors of Human Sigma: Managing the Employee-Customer Encounter explain.

Understanding the Nature of Talent

Thu, 10 Jan 2008 00:00:00 GMT

When evaluating and developing employees, managers must distinguish what’s innate in them (talent) from what can be changed or acquired (knowledge and skills). The authors of Human Sigma: Managing the Employee-Customer Encounter dig deeper into this crucial distinction.

How Employee and Customer Engagement Interact

Thu, 13 Dec 2007 00:00:00 GMT

Conventional management wisdom holds that engaged employees create engaged customers who foster organizational success by delivering positive financial outcomes. Though this theory has some validity, the reality is more complex, according to the authors of Human Sigma.

Where Employee Engagement Happens

Thu, 08 Nov 2007 00:00:00 GMT

Executives cannot legislate a high-performing culture with just mission statements. Engagement must grow organically, one workgroup at a time, according to the authors of Human Sigma: Managing the Employee-Customer Encounter.

Human Sigma: Managing the Employee-Customer Encounter

Wed, 17 Oct 2007 00:00:00 GMT

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.

Five New Rules for Management

Thu, 11 Oct 2007 00:00:00 GMT

The world’s best companies unleash the power of their human systems, and the worst fail to do so. So write the authors of Human Sigma: Managing the Employee-Customer Encounter, due out next month from Gallup Press. Here, they reveal key lessons from leading-edge organizations.