Devoted to the call center industry, the agents on the phones, and their managers

While I was busy looking for gifts last Christmas, I saw a book that was displayed in a bookstore that instantly made me go in and buy 2 copies.  When I started reading and was not even done with the first chapter, I called the bookstore and reserved 10 more to be given as gifts to all my managers and the big bosses.

I gave the second copy to our Six Sigma Director, a black belt.  I remember when we had a conversation and he stated, “We are spending too much on emotions and should focus on processes.”  I felt a chill in my spine and just stared at him in disbelief.  I knew the book was the perfect gift for him, hoping he would see the light!

Human Sigma authored by John H. Fleming, Ph.D. and Jim Asplund has not only validated what I’ve always believed in but it has revolutionized how actual metrics can be used to improve service across the industry. 

As the excerpt states, “Six Sigma changed the face of manufacturing quality, creating excellence by reducing variation in finished goods, revolutionizing businesses and boosting profits.  Now, HUMAN SIGMA is poised to do the same for sales and service organizations.”

As I read on, it made me smile because I knew I was on the right track.  Some chapters even discussed the same 3 big things that the company I work for, preach to all its employees.  Customer Satisfaction, Employee Satisfaction and Profitability.

I urge management to read this book.  It is about time you did --- for the sake of our industry, other service organizations and most importantly our customers.