HUMAN SIGMA

Presented by, Rajesh k v

Sagarkumar s s Yatish

Human Sigma

John H Fleming and Jim Asplund

A Branch of Six Sigma that focuses on improving the quality of employee-customer encounter, particularly within sales and service organizations.

Human Sigma is the process of improving and reducing variability in the engagement levels of employees and customers.

Human Sigma And Six Sigma

• Six sigma helps how to focus an organization on improving itself but it was developed in a manufacturing context only and the role of people was relatively small.

• Human Sigma was developed as a response to the lack of effectiveness of Six Sigma methodology for increasing productivity from people.

Human Sigma Rules

The Human Sigma combines a proven method for assessing the health of the employee-customer encounter with a disciplined

process for improving it. It is based on five rules to bring excellence to the way employees

engage and interact with customers.

RULE #1: E Pluribus Unum

Employee and customer experiences must be managed together -- not as separate entities.

RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter.

RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level.

RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this

interaction can be quantified and summarized with a single performance metric.

RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. This means that good intentions alone do not constitute a plan of action. Sustainable

improvement in the employee-customer encounter requires disciplined local action coupled with a company wide commitment to changing how employees are recruited, positioned in

roles, rewarded and recognized, and importantly, how they are managed.

Human Sigma Five Rules

Human Sigma Approach

• The most volatile and valuable assets are your customers and employees ±the people

• Human sigma approach helps in Measuring, Managing and Improving the performance of these valuable assets

• Paradoxically, this does not rely on reducing the variability in how employees are managed or how they serve the customers but likely to increase the variability

• Human sigma approach starts by accepting human nature and then uses it to manage employees, motivate them, accelerate their development, and customer’s emotions

• Contrary to popular wisdom, emotional traits are quite predictable

Measuring Human Sigma

Asking the people involved in an interaction how it made them feel.

That is based on simple question like,what to ask them, how to ask them, and why

asking them.

Questions to measure Employee Engagement Scoring: 1=not at all in agreement, 5=extremely in agreement

1. Do I know what is expected of me at work?2. Do I have the materials and equipment I need to do my work right?3. At work, do I have the opportunity to do what I do best every day?4. In the last seven days, have I received recognition or praise for doing good work?5. Does my supervisor, or someone at work, seem to care about me as a person?6. Is there someone at work who encourages my development?7. At work, do my opinions seem to count?8. Does the mission/purpose of my company make me feel my job is important?9. Are my co-workers committed to doing quality work?10. Do I have a best friend at work?11. In the last six months, has someone at work talked to me about my progress?12. This last year, have I had opportunities at work to learn and grow?

Questions to measure Customer Engagement

1. Overall, how satisfied are you with [Brand]?2. How likely are you to continue to choose/repurchase/repeat (if needed) [Brand]?3. How likely are you to recommend [Brand] to a friend/associate?

Customers are given the next eight statements and asked to rate them from “strongly agree” (5) to “strongly disagree” (1).

4. [Brand] is a name I can always trust. 5. [Brand] always delivers on what they promise. 6. [Brand] always treats me fairly.7. If a problem arises, I can always count on [Brand] to reach a fair and satisfactory resolution. 8. I feel proud to be a [Brand] [customer/shopper/user/owner].9. [Brand] always treats me with respect. 10. [Brand] is the perfect [company/product/brand/store] for people like me. 11. I can’t imagine a world without [Brand].

Scoring: 1=not at all in agreement, 5=extremely in agreement

Formula

The Sigma Score summaries the overall effectiveness of the employee-customer encounter that is reliably related to that organization’s.

Thank you