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Author: Jim Asplund
Publisher: Simon and Schuster
ISBN: 1595620451
Category : Business & Economics
Languages : en
Pages : 320
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Book Description
Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, 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 rules to bring excellence to how 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. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.
Author: Jim Asplund
Publisher: Simon and Schuster
ISBN: 1595620451
Category : Business & Economics
Languages : en
Pages : 320
Get Book Here
Book Description
Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, 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 rules to bring excellence to how 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. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.
Author: Helen Edwards
Publisher: Pan Macmillan
ISBN: 1447228871
Category : Biography & Autobiography
Languages : en
Pages : 457
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Book Description
The powerful story of two sisters separated at birth, one abused and one loved, and their search to understand their past. Helen grew up in a pit village in Tyneside in the post-war years, with her gran, aunties and uncles living nearby. She felt safe with them, but they could not protect her from her neglectful mother and violent father. Behind closed doors, she suffered years of abuse. Sometimes she talked to an imaginary sister, the only one who understood her pain. Jenny was adopted at six weeks and grew up in Newcastle. An only child, she knew she was loved, and with the support of her parents she went on to become a golfing champion, but still she felt that something was missing. . . Neither woman knew of the other's existence until, in her fifties, Jenny went looking for her birth family and found her sister Helen. Together they searched for the truth about Jenny's birth - and uncovered a legacy of secrets that overturned everything Helen thought she knew about her family. Happily, they also discovered that they were not just sisters, they were twins. Inspirational and moving, this is the story of two women brave enough to confront their past, and strong enough to let love not bitterness define them.
Author: Charles Eliot
Publisher: Psychology Press
ISBN: 9780714616612
Category : History
Languages : en
Pages : 392
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Book Description
First Published in 1966. Routledge is an imprint of Taylor & Francis, an informa company.
Author:
Publisher:
ISBN:
Category : Academic achievement
Languages : en
Pages : 380
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Book Description
Author: Leslie Chan
Publisher: Perspectives on Open Access
ISBN: 9780776626666
Category : Education
Languages : en
Pages : 280
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Book Description
A fascinating look at Open Science and the democratization of knowledge in international development and social transformation.
Author: Willem Jonker
Publisher: Springer Science & Business Media
ISBN: 3540229833
Category : Business & Economics
Languages : en
Pages : 227
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Book Description
This book constitutes the refereed proceedings of the VLDB 2004 International Workshop on Secure Data Management in a Connected World, SDM 2004, held in Toronto, Canada in August 2004 in association with VLDB 2004. The 15 revised full papers presented were carefully reviewed and selected from 28 submissions. The papers are organized in topical sections on encrypted data access, privacy perserving data management, access control, and database security.
Author: Ho-Ming Tong
Publisher: Springer Science & Business Media
ISBN: 1441957685
Category : Technology & Engineering
Languages : en
Pages : 562
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Book Description
Advanced Flip Chip Packaging presents past, present and future advances and trends in areas such as substrate technology, material development, and assembly processes. Flip chip packaging is now in widespread use in computing, communications, consumer and automotive electronics, and the demand for flip chip technology is continuing to grow in order to meet the need for products that offer better performance, are smaller, and are environmentally sustainable.
Author: Jens Rydström
Publisher:
ISBN:
Category : History
Languages : en
Pages : 322
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Book Description
This book provides a coherent history of criminal law and homosexuality in Scandinavia from 1842 to 1999, a period during which same-sex love was outlawed or subject to severe legal restrictions in the Scandinavian penal codes. This was the case in most countries in Northern Europe, but the book argues that the development in Scandinavia was different, partly determined by the structure of the welfare state. Five experienced scholars of the history of homosexuality describe how same-sex desire has been regulated in their respective countries during the past 160 years. With backgrounds in history, sociology, and gender studies, the contributors represent an interdisciplinary approach. Their contributions present for the first time a comprehensive history of homosexuality in Scandinavia. Among other things, it includes the most extensive study yet written in any language about Iceland's gay and lesbian history. Also for the first time, the book discusses in detail same-sex sexuality between women. Female homosexuality was outlawed in Eastern Scandinavia, but not in the Western parts of this region. It also analyzes the modern tendency to include lesbian women in the criminal aspect of the medicalization of homosexuality and the growing influence of medical discourse on the law. Jens Rydstrm is lecturer in history, particularly gender history, at Stockholm University (Sweden) and the author of Sinners and Citizens: Bestiality and Homosexuality in Sweden, 18801950. He is currently working on the history of laws on registered partnership in the Nordic countries. Kati Mustola is a research fellow at the Department of Sociology of the University of Helsinki (Finland). She is currently involved in research on the situation of lesbians, gays, bisexuals, and transgender people in the workplace. She also specializes in Finnish lesbian and gay history. She has edited several books in lesbian and gay studies and for many years was responsible for the teaching of lesbian studies at the Christina Institute for Women's Studies at the University of Helsinki.
Author: Elizabeth Cruce Alvarez
Publisher: Texas A&M University Press
ISBN: 1625110065
Category : Reference
Languages : en
Pages : 1603
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Book Description
FEATURES OF THE TEXAS ALMANAC 2014–2015 • Sketches of eight historic ranches of Texas by Texana writer Mike Cox. • Article on the Texas art and artists by Houston businessman and art collector J.P. Bryan, who has amassed the world’s largest Texana collection. • Coverage of the 2012 elections, redistricting, and the 2012 Texas Olympic medalists. • An update on Major League Baseball in Texas. • Lists of sports champions — high school, college, and professional. MAJOR SECTIONS UPDATED FOR EACH EDITION • The Environment, including geology, plant life, wildlife, rivers, and lakes. • Weather highlights of the previous two years, plus a list of destructive weather dating from 1766. • Two-year Astronomical Calendar that shows moon phases, times of sunrise and sunset, moonrise and moonset, eclipses, and meteor showers. • Recreation, with details on state and national parks and forests, landmarks, and fairs and festivals. • Sports, including lists of high school football and basketball champions, professional sports teams, Texas Olympians, and Texas Sports Hall of Fame inductees. • Counties section, with detailed county maps and profiles for Texas’s 254 counties. • Population figures from the 2010 US Census and State Data Center estimates as of 2012. • Comprehensive list of Texas Cities and Towns. • Politics, Elections, and information on Federal, State, and Local Governments. • Culture and the Arts, including a list of civic and religious Holidays. • Religion census of 2010 by denomination and adherents; breakdown on metro areas and counties. • Health and Science, with charts of vital statistics. • Education, including a complete list of colleges and universities, and UIL results. • Business and Transportation, with an expanded section on Oil and Gas. • Agriculture, including data on production of crops, fruits, vegetables, livestock, and dairy. • Obituaries of notable Texans. • Pronunciation Guide to Texas town and county names.
Author: Adrian Lesenciuc
Publisher: Adrian Lesenciuc
ISBN: 9789738415997
Category :
Languages : en
Pages : 291
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Book Description
