HumanSigma^®

Gallup has developed a powerful new approach to measuring and managing human performance -- HumanSigma.

Gallup's HumanSigma methodology offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. Based on research spanning 10 million employees and 10 million customers around the globe, the HumanSigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.

HumanSigma is based on five core principles to bring excellence to the way employees engage and interact with customers:

• Employee and customer experiences must be managed together -- not as separate entities.
• Emotions drive and shape the employee-customer encounter.
• The employee-customer encounter must be measured and managed at the local level.
• Employee and customer engagement interact to drive enhanced financial performance. This interaction can be quantified and summarized with a single performance metric.
• Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a company-wide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed.

The HumanSigma approach provides a profoundly different method for managing an organization's human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, HumanSigma changes how leaders view their work, their employees, and their customers.

Proven ROI

Over a recent one-year period, organizations employing HumanSigma management principles have outperformed their five largest competitors by 26% in gross margin and 85% in sales growth. Their customers buy more, spend more, return more often, and stay longer. In fact, companies that built this critical mass of employee engagement grew earnings per share (EPS) at 2.6 times the rate of companies that did not. This general pattern is consistent across every organization Gallup has studied in multiple industries all across the globe.

"HumanSigma reminds us of an important principle that is often overlooked inside the boardrooms and offices where business decisions are made: the world was built on relationships between human beings."

-- Brian J. Dunn, President and COO, Best Buy Co., Inc.

Learn More

• From Gallup Press: Human Sigma: Managing the Employee-Customer Encounter
• From the Harvard Business Review: " Manage Your Human Sigma"
• Video Clip: John Fleming's Insights on HumanSigma

By individualizing the organization's approach to managing employees and customers, leaders can unlock their company's maximum potential and profitability. To learn more about how Gallup Consulting can help your company achieve higher levels of HumanSigma performance, contact us.