Summary of Human Sigma

Managing the Employee-Customer Encounter

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Human Sigma book summary
Build quality into your company’s employee-customer encounters to enhance the value of that pivotal relationship.


7 Overall

7 Applicability

7 Innovation

7 Style


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.

In this summary, you will learn

  • How to use five rules to foster customer relationships and attachment
  • How to engage, develop and reward customer-contact employees
  • Why fairness and integrity matter


Causing Quality
Six Sigma has had a profound impact on how companies build quality into their processes and products. Its demand for “zero defects” has lowered manufacturing costs, while increasing customer satisfaction. However, customer service performance needs a similar tune-up.
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About the Authors

Psychologist John H. Fleming, Ph.D., and Jim Asplund are principals and chief scientists at a research and consulting firm that specializes in customer engagement, HumanSigma and strength-based development.

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