Human Sigma: Managing the Employee-Customer Encounter Review

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Human Sigma: Managing the Employee-Customer Encounter Review
In this volume, John Fleming and Jim Asplund present and then examine with both rigor and eloquence what they characterize as "a new set of rules and a different way of thinking about managing [a] company's complex human systems, which we believe can serve as an antidote to Terminator Management. It's about a model and an approach that we call HumanSigma."
Many of those who read this brief commentary have seen the second Arnold Schwarzenegger film in which the Terminator acknowledges to John O'Connor (portrayed by Edward Furlong) that he has been programmed not to think. Fleming and Asplund suggest that is also true of a common management style, "an institutional mind-set that views people - customers and employees - as a necessary evil, a nuisance, or in extreme cases, as adversaries in doing business. Rather than viewing people as the reason a business exists, the Terminator School of Management views them as impediments to business that breed inefficiency, cost, and errors."
They offer HumanSigma as an alternative, indeed an antidote to that mind-set. They characterize it as a "map of the terrain" within which employee-customer encounters occur. They recommend five "new rules" that are best revealed within the narrative, in context. These rules have been validated by studies of 10 million customers and 10 million customers around the globe. They note that a recent Gallup study of 89 companies showed that the companies that built a critical mass of engaged employees grew earnings per share at 2.6 times the rate of low-engagement companies. Fleming and Asplund's conclude their book with the assertion that people who own their improvement makes them "more innovative, productive, and confident. Are there a better set of characteristics for companies facing an unknown future? We think not, and millions of employees and customers agree." As do I.
Those who share my high regard for this book are urged to check out Paul Spiegelman's Why Is Everyone Smiling? The Secret Behind Passion, Productivity, and Profit.Human Sigma: Managing the Employee-Customer Encounter Overview

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