What is the general issue addressed by the authors of this

Question

Research Assignment, Strategy Obtain from your library a copy of following article: John H. Flemming, Curt Coffman, and James K. Harter, "Manage Your Human Sigma," Harvard Busi- ness Review (July-August, 2005), pp. 107-114. The authors of this article state (p. 114): "Ask any CEO to list his or her most pressing business challenges, and you will no doubt hear con- cerns about customer and employee retention, authentic and sustainable growth, eroding margins, and cost efficiencies. We are confident that measuring and managing two simple factors- employee and customer engagement-can lead to breakthrough improvements in all aspects of your business."

Required: After reading the above-referenced article, answer the following questions:

1. What is the general issue addressed by the authors of this article? That is, what managerial problem are they discussing?

2. How, conceptually, is the Human Sigma approach developed by the authors of this article similar to or distinct from Six Sigma?

3. How do the authors propose to measure the effectiveness of the employee-customer encounter? What evidence do they offer regarding the predictive value of the performance metric they are proposing?

4. According to the authors, what strategies can an organization use to improve the quality of the employee- customer encounter?

Answer 1

Please read the article written by John H. Flemming, Curt Coffman and James K. Harter, named - 'Manage Your Human Sigma’, Harvard Business Review (July-August, 2005), pp. 107-114. After reading the above-referenced article, respond to the given questions: Problem 1: Determine the general issue addressed via the authors of this article? That is, explain what managerial problems are they talk about? Problem 2: Explain how, conceptually, is the Human Sigma approach built up by the authors of this article identical to or dissimilar from Six Sigma? Problem 3: Explain how do the authors recommend measuring the efficiency of the employee-customer encounter? What proof do they propose concerning the predictive value of the performance metric they are recommending? Problem 4: In accordance to the authors, what policies can an organization use to enhance the quality of the employee-customer meet?