Transform your culture and Profitability with our HumanSigma Process
HumanSigma is a powerful new approach to Culture Management which includes measuring and managing human performance.
The Workplace Challenge...
How do you ensure success? You Ensure Commercial success by effectively managing the hi impact moments... when youe employees interact with your customers.
This is often relegated to a "lowly viewed" call center, staffed by low paid prisoners, monitored to extremes, and expected to deliver 95% producitivy! No other position in a company comes close the performance levels expected and demanded from call center staff
It's no wonder why many clients are frustrated, annoyed and highly disengaged. Ask them a simple question... "Would you refer your friends or family to our services? The answer is a direct reflection on your leadership effectiveness, your workplace culture and your true perception and valuing of the front-line contact "slaves".
Gallup has research spanning 10 million employees and 10 million customers. HumanSigma offers a proven method for evaluating the effectiness and health of employee and customer encounters.
HumanSigma comprises 5 main principles that enabe excellence in the workplace and enhance the way employees engage, communicate and interact with your clients:
- 1. Employee & customer experiences need to be managed together.
2. Emotional energy drives and shapes the employee-customer encounter. - Emotionetics prevails...
- 3. Employee-customer encounters must be measured and managed at the local level, and local leaders held responsibile at the local level. Senior leaders need to be held accountable for enabling and empowering to best Human Sigma results.
- 4. Employee and customer engagement interact to drive enhanced financial performance. These interactions can be quantified and summarized with a single insightful measure.
- 5. Sustainable improvement in the employee-customer contacts arena needs focussed structured local action, linked to a company-wide culture transformation commitment inthe areas of... altering how employees are recruited, how they are positioned in roles and responsibilities, how they are rewarded, recognized and rejuvented, and importantly, how they are effectively managed and lead.
HumanSigma shifts how leaders view their world of work, their employees, and their clients.
Human Sigma provides a Proven ROI
Recently, organizations employing new HumanSigma management principles, over 1 year, outperformed their 5 largest competitors.
Reults 26% in gross margin and 85% in sales growth. Ccustomers buy more, spend more, return more often, and stay longer.
Smart companies that built this Appreciative critical mass of sustainable employee and customer engagement grew earnings per share (EPS) at 2.6 times the rate of companies that did not
This general performance pattern is consistent across every organization Gallup has studied in multiple industries across the globe.
"HumanSigma reminds us of an important principle that is often overlooked inside the boardrooms and offices where business decisions are made: the world was built on relationships between human beings."
-- Brian J. Dunn, President & COO, Best Buy Co, Inc.
