White Papers
Manage Your Human Sigma
by
John H. Fleming, Curt
Coffman, and
James K. Harter
The Idea in Brief
Companies routinely assess the quality of manufacturing
processes. But what about the quality of employees' dealings with
customers? Each employee -customer encounter - every sale, every
call-center conversation - creates or erodes value for a
company.
Yet most businesses don't measure or manage the quality of
employee-customer encounters. If they did, they'd discover extreme
differences in employee and customer satisfaction across units. For
example, some stores operated by the same retail chain are
exceptional places to work and shop; others, awful. Unpleasant
employee-customer encounters damage revenues and profits.
How to elevate the quality of these shared experiences in
every part of your company? Start by measuring employees'
and customers' emotional engagement with your organization. Why?
Energized and committed employees engage customers and work more
productively. Customers who feel strongly connected to your company
spend more and stay loyal. When employees and customers are happy,
your profits can soar. By measuring employee-customer encounters in
each part of your company, you manage them better-spotting and
addressing problems before they poison your bottom
line.
In one study, companies that applied these practices outperformed
peers by 26% in gross margins-and 85% in sales growth.
COPYRIGHT © 2005 HARVARD BUSINESS SCHOOL PUBLISHING
CORPORATION. ALL RIGHTS RESERVED.
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