Human Sigma

作者 John H. Fleming著
出版社 Perseus
出版时间 2007年10月第1版
ISBN 9781595620163
定价 224.00

内容简介

ThegroundbreakingmethodologySixSigmachangedthefaceofmanufacturingquality.Now,HumanSigmaispoisedtodothesameforsalesandservice.Inthefaceofwidespreadperceptionsofabysmalcustomerserviceanddisengagedemployees—andall-too-realdecliningprofitmargins—theneedforchangeisobvious.HumanSigmaaddressesthisneedwithanexcitingnewmethodformanagingcustomer-employeerelationsthatincreasesbothproductivityandprofitability.Itincorporatescutting-edgeresearchintheneurosciencesandbehavioraleconomics—includingbrainimagingresearchintocustomer’semotionalconnectionstothecompaniestheylove—withproventechniquesforimprovingworkforceperformanceandrevenuesgeneratedfromexistingcustomers.Thispracticalhandbookappealstoseniorleadersandlinemanagersalikewhoarelookingforawaytodramaticallyincreaseproductivity,retainhighvaluecustomers,andenhanceorganizationalperformance.

作者简介

JohnH.Fleming,Ph.D.,isaPrincipalFlemingisaco-authoroftheHarvardBusinessReviewarticle"ManageYourHumanSigma."JimAsplundisTheGallupOrganization'sChiefScientistforStrengths-BasedDevelopment.HeleadsGallup'sglobalresearchonthescienceofhumanstrengths,andhowtoapplythemtoimproveorganizationalperformance.

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