The human sigma is an extension of the Six Sigma approach. The traditional Six Sigma approach for quality management is more focused on the technical and scientific control production processes. The human aspect is not much involved in here. For a human system, the Human Sigma, a slight modification will work better. The central premise in the Human Sigma approach is that of having satisfied customers by improving customer engagement through employee engagement. Employee engagement questions and customer engagement questions are used here in order to understand the overall effectiveness of the employee-customer connections. Fleming &Asplund (2007) conducted a study in which they establish what is called the HS3 threshold. Organizations above the threshold are working on improving customer employee engagement in order to satisfy their customers and above this threshold are the optimized organizations and the super performers. It is recommended that this hotel should follow the Human Sigma approach and work on crossing this significant HS3 threshold.
Employee motivation by empowerment will not only portray a positive image of the organization to the customer but it will also enable the employee to play a better role in customer satisfaction aspects (Reynoso, and Moore, 1995).Employees are a major contributing factor to customer satisfaction. Front line employees in particular will directly interact with the employee. They would have to make fast decisions to satisfy the customer and will need to be empowered by means of autonomy (Lewis, and Booms, 1983). When the frontline employees are given a certain amount of autonomous decision making power then they would be able to make decisions to satisfy the customer in a more time efficient manner (Storbacka et al, 1994; Pitt et al, 1995). On the other hand, consider the case of a frontline employee who would have to approach the manager for every small decision making. They would not have many choices at hand to satisfy the customer, they would not be able to make decisions faster and this would destroy their capability before the customer (Farrell, 2000). This would lead to deterioration of the employee customer engagement (Lings and Brooks, 1998). A major recommendation that is hence made to the Hotel is that it should empower its frontline employees in particular and all its other employees generally by means of giving them better autonomy.
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