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  • #40368

    Steve Pollock
    Member

    July-August 2005 Harvard Business Review article by John H. Fleming, Curt Coffman and James K. Harter entitled “Manage Your Human Sigma” discusses the importance of managing the employee-customer encounter to reach operational and financial improvements.Β  A formula is shown in the article.Β  My questions are:
    1)Β How to explain the formula to a non-Six Sigma person? [since the article does not provide any data to explain the calculation] and
    2) Any suggestions on how to measure Human Sigma in addition to the method offered by the article?
    Β 
    Β 

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    #125103

    Paul Gibbons
    Participant

    My human sigma is sensing deja vu for this post ;Β¬)

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    #125104

    HF Chris
    Participant

    Paul,
    More proof that negative reinforcement does encourage continued responses.
    https://www.isixsigma.com/forum/showmessage.asp?messageID=75092
    Chris

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    #156418

    Jeff Kinnison
    Participant

    Interesting.Β Β As I understand it, Human Sigma and Six Sigma share onlyΒ the notion of reducing variability.Β  Human Sigma is outcome, not process management.Β  It can be measured through the intersection of employee and consumer engagement.

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    #156419

    Steve P
    Member

    Thanks for responding, Jeff.Β  This topic is important yet there seems to be little agreement based on limited comments about the operational definition of how to do the metrics.Β  I was hoping for more input from other organizations….

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    #175849

    Omar EL MRABET
    Participant

    very important topic, I suggest another linked to human errors especially when we read that more than 90 % of errors are due to human part !
    thanks in advance !

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    #179314

    Zabiulla
    Member

    I read about your discussion on human sigma importance. i’m doing
    my intern project in human sigma. so you to had the same interest.
    would like to share the information.Thanks & Regards
    Zabiulla

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    #179392

    jodi
    Participant

    Does anyone know of any specific training offered specifically for Human Sigma?Β  I know of the book but are their certifications?
    Β 

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    #183631

    DAVID HALI de JESUS
    Participant

    I understand that Human Sigma has no certification attesting your proficiency or mastery of this field. With regards to its idea I absolutely like the picture it suggest in the human side of service economy. To my undertaking I have tried to integrate the 2 elements of six sigma & human sigma in my project on customer versus chain of productivity in hospital revenue and also in the full compliance regimen in ED Physician and Emergency Nurse documentaionΒ 
    The result of human interaction towards the productivity in customer service gave a positive impact.Β Implimenting theΒ human side of sigma goal produceΒ a likely positive hospital revenue in the early start of our hospital opening. The marketing division has also applied this startegic idea and in someways the approach (consideration & beliefs) in human sigmaΒ settled the marketing problems….Purely I understand that human emotion in the field of healthcare is really a vast room that need to understand with and study.

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    #184112

    Anna
    Participant

    Could you contact me? anna.wozna(at)gmail.comI’m doing the project too.

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