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.

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.

First Published in 1966. Routledge is an imprint of Taylor & Francis, an informa company.

A fascinating look at Open Science and the democratization of knowledge in international development and social transformation.

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.

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.