Human Sigma is a new branch of Six Sigma that focuses on improving the quality of employee-customer encounters. It measures employee and customer engagement to calculate a company's Human Sigma score, which is related to its financial performance. The encounter must be measured locally as customer experiences can vary. Emotions play a large role in how customers experience an encounter. The story describes how one customer service agent was able to solve a customer's IT issue by applying both Six Sigma problem-solving steps and considering the human/emotional aspects of the situation.

1. HUMAN SIGMA MANAGEMENT Managing the Employee - Customer Encounter RITU DHUNNA 2020070419

2. “ The world was built on relationships between human beings."

3. DEFINING HUMAN SIGMA

11. MEASURING HUMAN SIGMA

16. BASIC RULES

18. THINK GLOBALLY: MEASURE & ACT LOCALLY

24. HUMAN SIGMA: Strong on Description; Weak on prescription

26. EXAMPLES :