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A Esquina do Desencontro

Histórias de Desencontros Ficcionais (ou Não) na Esquina da Vida

A Esquina do Desencontro

Histórias de Desencontros Ficcionais (ou Não) na Esquina da Vida

Manage Your Human Sigma

Human Sigma focuses on reducing variability and improving performance. But while Six Sigma applies to processes, systems, and output quality, our approach looks at the quality of the employee-customer encounter, weaving together a consistent method for assessing it and a disciplined process for managing and improving it.

As we developed our thinking about Human Sigma, we arrived at several core principles for measuring and managing interactions between customers and employees:

  • It’s important not to think like an economist or an engineer when you’re assessing the employee-customer interaction. Emotions, it turns out, inform both sides’ judgments and behavior even more powerfully than rationality does.
  • The employee-customer encounter must be measured and managed locally, because there are enormous variations in quality at the work-group and individual levels.
  • It’s possible to arrive at a single measure of effectiveness for the employee-customer encounter; this measure has a high correlation with financial performance.
  • To improve the quality of the employee-customer interaction, organizations must conduct both short-term, transactional interventions (such as coaching) and long-term, transformational ones (such as changing the processes for hiring and promotion). In addition, the company’s organizational structure often must be adjusted so that the employee-customer encounter can be managed holistically.


by John H. Fleming, Curt Coffman and James Harter (adapted)

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