It is essential that all organizations learn to measure and manage quality on a quantifiable note. This is true for all sectors, be it manufacturing or service. Six Sigma is a formal method to measure, analyze and control the product and service performance that has seen the light of acceptance and implementation. In sales and service organizations as well as in many professional service firms, value is seen to be created through the interaction of employee with the customer. This encounter creates profit for the firm. The article explores the growth and transition of Six Sigma into Human Sigma and reiterates the importance of employee engagement in the process of creating engaged customers.

Benjamin Franklin in his autobiography has made a mention of a concept of `error free task'. This he calls a sense of moral perfection that has to be reached by any individual performing a task. His desire was to live without committing an error. The observable fact was that a task done systematically and in a disciplined way by only moving to the next step/process when the earlier process is accomplished to the fullest extent meets perfection. This is how Franklin achieved perfection. No doubt he expressed to have relapses in the next venture of tasks but, his persistence to achieve perfection is seen to be high in the journey of no error task. Six Sigma is a formal methodology for measuring, analyzing, improving and then controlling or `locking in' processes. It is statistically termed as 99.99966% accuracy. Implementation of Six Sigma reaps benefits of improved product and service performance, helps in being focused on the customer base and being more responsive towards their issues. The end result of its implementation shows improved financial performance and an ability to quantify the qualifying programs of the organization. This in fact is the point that drives Six Sigma into the journey of being a manufacturing context to a service context.

In the service sector, the contribution of people interventions are more pronounced as compared to the manufacturing sector. This makes the implications of Six Sigma on human deliveries more important. The objective of the present day human resource management process is to make its deliveries error free. Thus, we see that the Human Sigma is quite shaping upto its present form.

HRM Review Magazine, Employee Engagement, Human Sigma Metric, Human Resource Management, Human Systems, Human Resource Matrix, Six Sigma Methodologies, Financial Services, Customer Interaction Process, Organizational Performance, Organizational Success.