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Service companies have tried and failed to recreate the successes Six Sigma has had for manufacturing. When considering the best approach for service companies Brian Dunn President and COO of Best Buy Co, Inc puts it like this; "Human Sigma reminds us of an important principle often overlooked inside the boardrooms and offices where business decisions are made: The world was built on relationships between human beings." Yes the Human Sigma principle is becoming the de facto tool to improving performance and creating high-value engagements with your customers.
Yes great companies need great leaders but they also need great managers. Trying to turn managers in to leaders can often be counterproductive. The most important difference between a great manager and a great leader is one of focus. Great managers look inward; they look inside the company, they manage the talent and the rules in which the company must play. Whilst great leaders are outward focused, they look at broad patterns, out to the completion, the future, they must be visionaries. Companies that overlook this subtle difference will often suffer for it.
