(Gallup Press: Washington, D.C.) -- Six Sigma changed the face of manufacturing quality, creating excellence by reducing variation in finished goods, revolutionizing businesses, and boosting profits. Now, human Sigma is poised to do the same for sales and service organizations.

Human Sigma(Gallup Press, 2007), by John H. Fleming, Ph.D., and Jim Asplund, offers an innovative, research-based approach to one of the toughest challenges facing business today: How to drive success by effectively managing the moments where employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

Human Sigma is based on five new 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.

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