Humansigma

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Humansigma

  1. 1. HUMAN SIGMA MANAGEMENT Managing the Employee - Customer Encounter RITU DHUNNA 2020070419
  2. 2. “ The world was built on relationships between human beings."
  3. 3. DEFINING HUMAN SIGMA
  4. 4. HUMAN SIGMA MANAGEMENT <ul><li>JOHN H.FLEMING & JIM ASPLUND </li></ul><ul><li>HUMAN SIGMA: </li></ul><ul><li>Managing the Employee Customer Relationship </li></ul><ul><li>(Gallop Press,2007) </li></ul><ul><li>A new branch of Six Sigma that focuses on improving the quality of employee-customer encounter, particularly within sales and service organizations. </li></ul><ul><li>The Human Sigma Management Approach takes human nature into account and then uses that knowledge to manage and motivate employees, and accelerate their development, as well as to engage customers’ emotions. </li></ul>
  5. 9. <ul><li>For instance, Consider any call from a customer to the call centre, the following opportunities might lead to defects, which ultimately causes customer dissatisfaction and hence lost customers:- </li></ul><ul><li>the manner in which the customer is greeted by the customer service agent or customer service representative; </li></ul><ul><li>the accuracy of information provided by the agent to the customer; </li></ul><ul><li>the queuing time before the customer gets hold of an available agent; </li></ul><ul><li>the number of rings before an agent responds to the call; </li></ul><ul><li>the accuracy of the data entry of customer identity to retrieve past data; </li></ul><ul><li>the listening, speaking and interpretive skills of the agent; </li></ul><ul><li>the accuracy of data entry if a fault or problem has been reported by the customer; </li></ul><ul><li>the time taken to restore the service if a fault has been reported; </li></ul><ul><li>the manner in which the call is ended; </li></ul><ul><li>the timely arrival of any requested follow-up………………………… </li></ul>
  6. 11. MEASURING HUMAN SIGMA
  7. 14. FORMULA: <ul><li>A company’s Human Sigma Score is calculated by converting the mean scores on employee and customer engagement into percentile equivalents and then taking the square root of the product of the two percentile values. </li></ul><ul><li>Human Sigma levels: HS1 through HS6. </li></ul><ul><li>The single score summarizes the overall effectiveness of the employee- customer encounter that is reliably related to that organization’s </li></ul><ul><li>or business unit’s overall financial vitality . </li></ul>
  8. 16. BASIC RULES
  9. 17. ####Feelings are Facts: Emotions Frame the Encounter <ul><li>People base their decisions on a complicated mixture of emotion and reason. Indeed, recent work suggest that emotions may a larger role than analysis. </li></ul>
  10. 18. THINK GLOBALLY: MEASURE & ACT LOCALLY
  11. 19. The Encounter must be measured Locally; <ul><li>Variability in level where it originates. </li></ul><ul><li>Customer Service Call Center </li></ul><ul><li>Bank </li></ul>
  12. 20. ##Customer Engagement <ul><li>The central premise of Human Sigma is that emotionally satisfied customers contribute far more to the bottom line than rationally satisfied customers do, even though they are equally “satisfied”. </li></ul><ul><li>In fact, the behaviour of rationally satisfied customers looks no different from that of dissatisfied customers. </li></ul>
  13. 22. ##Customer Engagement <ul><li>4 levels of Emotional Attachment </li></ul><ul><li>Confidence: </li></ul><ul><li>“ Does this company always deliver on its promises?” </li></ul><ul><li>Integrity: </li></ul><ul><li>“ Does this company treats me the way I deserve to be treated?” </li></ul><ul><li>Pride: </li></ul><ul><li>“ A sense of positive identification with the company” </li></ul><ul><li>Passion: </li></ul><ul><li>“ I cant imagine a world without it” </li></ul>
  14. 23. Employee Engagement <ul><li>Employee Engagement is the ability to capture the heads, hearts and souls of your employees to instill an intrinsic desire and passion for excellence. </li></ul><ul><li>Engaged Employees want their organization to succeed because they feel connected emotionally, socially and even spiritually to its mission, vision and purpose. </li></ul>
  15. 24. HUMAN SIGMA: Strong on Description; Weak on prescription
  16. 25. <ul><li>Why increase in Employee Engagement Don’t improve the Customer Experience? </li></ul><ul><li>Or </li></ul><ul><li>Why customer initiative fails? </li></ul>
  17. 26. EXAMPLES :
  18. 29. <ul><li>METHOD BLENDING: </li></ul><ul><li>Six Sigma & Human Sigma </li></ul><ul><li>SEE HOW IT WORKS IN </li></ul><ul><li>REAL LIFE </li></ul>
  19. 31. Issue of Calling Customer Care PC not functioning properly. <ul><li>By the eighth call </li></ul><ul><li>“ Clearly, we have not solved your issue”, the agent said. Then he surprised me by asking a different set of questions: </li></ul><ul><li>Agent: Who uses the computer? </li></ul><ul><li>Me: My Father </li></ul><ul><li>Agent: What is his skill level operating it? </li></ul><ul><li>Me: My Father is more of a novice. </li></ul><ul><li>Agent: May I ask how old he is? </li></ul><ul><li>Me: Sure, he is 84 years old. </li></ul><ul><li>Agent : What types of applications does he commonly use ? </li></ul><ul><li>Me: Basically, only email and word processing . </li></ul><ul><li>Agent: Is an antivirus program loaded on the PC? </li></ul><ul><li>Me: Yes </li></ul><ul><li>Agent: Ok, here’s what we’re going to do………………… </li></ul>
  20. 32. <ul><li>The eighth agent solved my Father’s slow PC. While the previous seven agents flawlessly executed the carefully scripted troubleshooting steps. </li></ul><ul><li>Most of their emphasis was on how to do the job instead of the outcomes that would result if the job was done well done. </li></ul><ul><li>The Eighth agent not only followed the script ,but also –sensing the special situation –applied his own personal experience with a set of probing questions and a self-help approach- Leadership, Creativity & Customer Relations. </li></ul><ul><li>He combined the Six Sigma and Human Sigma to produce the desired outcome: a Satisfied Customer. </li></ul>
  21. 33. <ul><li>THANK YOU </li></ul>

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