Summary of Human Sigma

John H. Fleming and Jim Asplund make a convincing case for building quality into your employee-customer relationships. Their method parallels the way that Six Sigma emphasizes increasing quality by controlling defects in your manufacturing process. The authors – who generously explain a great deal about their program, but who also make the value of their consultancy’s services and research quite clear – show that it is backward to try to enhance your customer interface by eliminating human contact. Instead, warm up that connection by teaching workers properly, assessing results and rewarding people who get it right. getAbstract recommends this solid guide to using measuring, training and nurturing to boost your customer-employee relationships.