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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.

This National Board Certification Mathematics: Early Adolescence study guide includes National Board Certification Mathematics: Early Adolescence practice test questions. Our National Board Certification Mathematics: Early Adolescence study guide contains easy-to-read essential summaries that highlight the key areas of the National Board Certification Mathematics: Early Adolescence test. Mometrix's National Board Certification Mathematics: Early Adolescence test study guide reviews the most important components of the National Board Certification Mathematics: Early Adolescence exam.

This book has one explicit purpose: to present a new theory of cultural learning in organisations which combines practice-based learning with cultural models - a cognitive anthropological schema theory of taken-for-granted connections - tied to the everyday meaningful use of artefacts. The understanding of culture as emerging in a process of learning open up for new understandings, which is useful for researchers, practitioners and students interested in dynamic studies of culture and cultural studies of organisations. The new approach goes beyond culture as a static, essentialist entity and open for our possibility to learn in organisations across national cultures, across ethnicity and across the apparently insurmountable local educational differences which makes it difficult for people to communicate working together in an increasingly globalized world. The empirical examples are mainly drawn from organisations of education and science which are melting-pots of cultural encounters.

Published to accompany the 1994 exhibition at The Museum of Modern Art, New York, this book constitutes the most extensive survey of modern illustrated books to be offered in many years. Work by artists from Pierre Bonnard to Barbara Kruger and writers from Guillaume Apollinarie to Susan Sontag. An importnt reference for collectors and connoisseurs. Includes notable works by Marc Chagall, Henri Matisse, and Pablo Picasso.

Providing guidance on a broad range of issues for young children and adolescents, Ergonomics for Children: Designing Products and Places for Toddlers to Teens give you a deep understanding of how children develop and how these developmental changes can influence the design of products and places for children. Copiously illustrated with photos and o