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Emotion Scores High in Human Sigma PDF Print E-mail
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Written by abdul baqi   
Sunday, 25 December 2005
Human SigmaFirst I need to decipher some terminologies mentioned in the title. Six Sigma is a well known methodology for Quality Improvement in manufacturing context, where the results are well predictable and quality ratings are possible through tangible results. This process aims at minimizing defects in process and procedure.

 

When we move slowly towards more intangible world, like the world of services, then the process gets more complex. How to measure the quality of a service? If the recipient of  the service is the human being, then "How to satisfy a human being?". This was the burning question that many scientist started to research, and this field in getting hot now-a-days.

In the July 2005 issue of Harvard Business Review, John H. Fleming, Curt Coffman, and James K. Harter wrote a popular article titled "Manage Your Human Sigma". I got amazed reading that article which triggered me to write this article. That article emphasizes that Human being is a mysterious creature, it gets so influenced by emotions, and in no way Human being is comparable with other physical material.

Here is an excerpt from the article..

"But nothing human is ever that simple. People may think that their behavior is purely rational, but it rarely is. Twenty years of research in two very different fields—neuroscience and behavioral economics—has established quite clearly that people base their decisions on a complicated mixture of emotion and reason. Indeed, recent work suggests that emotions may play a larger role than analysis."

Now, these were the scientific facts that I needed to draw the attention of my readers to more interesting facts (though, I am sure Harvard Business Review is not going to publish these facts).

Allah created human being for a certain purpose, that is to worship HIM alone. Allah made the necessary arrangements such that this soul worships HIM alone, and finds it's satisfaction in worshipping HIM alone. So, it is the default human nature to worship it's creator alone. Human will be like the fish in water, when he is worshipping Allah alone, And he will be like a fish out of water when he does not.

Since these meanings are meta-physical, it might be difficult to prove in a Lab, but any person looking into nations and societies in the pages of history gets enough evidences to confirm this theory. The modern western secular civilization considers spiritual attachment of human beings as irrational. To them emotional appeal of a person to a religion is irrational. And that any rational act by a human being must not follow any emotion. Now, this HBR article along with many researches are slowly digging into the soul of human being, and proving that religious emotion and attachment to a super power -to whom to submit- is a basic human need, and without it, a human soul is like a fish out of water.

In the model of Adam Smith, with the scientific backings of Charles Darwin, Human being is like any material that has no value. He is like any other animal that got intelligence through years of evolution under the rule of 'survival for the fittest'. Now, after a century the intellectuals are realizing that they were wrong, and human being is a reflection of a super creator who created him for a purpose. Human beings moves by emotion, and moving by emotion -if properly directed- is not irrational. Irrational, is moving in the physical world like an animal without a forward look towards the unseen world. Human beings move forward towards goals and incentives, which are the feeders of it's emotions. Human beings is not a static creature, rather it is a dynamic creature which uses it's God gifted wisdom to decide on actions based on emotions, and if he has power, then he never stops from fulfilling the actions which he already decided based on emotions. When he needs food, based on the emotional feeling of hungry, then he uses wisdom and power and cultivates the right seed at the right time, and does the right arrangements of plantation to get fruits and vegetables and finally satisfies it's hunger. In similar ways he hunts and makes home and marries and and and...

Food, marriage, making money, etc are essential human needs that all communities under the sky agree. Now, there is another basic human need that everyone can not deny -but still some deny- is the religious submission to a super power, and that is the most powerful emotional drive for human beings on this earth. Great wars, revolutions, movements, etc mostly were centered around strong spiritual emotions. Religious emotions enabled Bush for "second coming" at the White House, when mass American evangelists cast their vote for this religious president. Religious emotions were able to gather those scattered Jews beasts to a land which they thought overflows with milk and honey. Religious emotions are so strong that made young men and women give up their life for what they call "Suicide" and we call "Martyr" bombings in the occupied land of Palestine.

HBR pointed out emotions for better customer service, but I took the same point for different purpose. This "discovery" from HBR is not a discovery to us: Muslims. We know this from our sacred sources, as religious Jews and Christians might know from their sources. To many who worship modern civilization, thousands of quotes from religious sources will not convince them, but a single quote from Harvard Business Review does.





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Do not become weak (against your enemy), nor be sad, and you will be superior (in victory) if you are indeed (true) believers. [Quran aal-Imran (3):139]
 

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