Human Sigma as an Approach to Improve Quality of the University Educational Process: An Applied Study on the Egyptian Administrative University Education

Abstract

Human Sigma (HS) was developed as a management approach that focuses on improving the quality of the employee-customer encounter, particularly within service organizations. This is made possible by adopting a holistic approach that takes human nature into account, linking the quality of employee and customer encounters and weaving a consistent method for assessing each encounter and a disciplined process for improving future encounters (Fleming and Asplund,2007:24). In this study, a proposed theoretical framework for the logical relationship between the research variables is represented. An empirical study is applied to examine the effect of Human Sigma management approach on Quality of the University Educational Process.
The Study has tackled the issue of decreasing in the quality of the University Educational, which has led to a decline in the quality of university graduates in a way that does not meet the changing requirements of the labor market. The research study is an empirical study based on the descriptive analytical method, and the research population is represented in the Faculty of Commerce, the English Section at Cairo University, as it is a governmental educational organization subject to university coordination, and the Faculty of Management Sciences (Cairo Branch) at the Sadat Academy for Administrative Sciences, as it is a governmental educational organization, but not subject to university coordination, while the research sample consisted of selecting a simple random sample of students in the colleges under investigation, and a comprehensive survey was conducted across working faculty members (professor - assistant professor - instructor) after excluding those holding different types of leave and those loaned “internally and externally” .
There are various results for this study, most important of which is both Faculty of Commerce, the English Section, and the Faculty of Management Sciences (Cairo Branch) under investigation fall in HS4, which indicates that they have created balance in the Employee Customer Encounter (ECE), but there are still major gains that should be made to reinforce this encounter. Also, Human Sigma approach combines a proven method for assessing the health of the ECE with a disciplined process for improving it, as it was found that the majority of the respondents, including faculty members and university students, agreed by 81.73% and 74.44%, respectively, on the human sigma variable, that is, on the importance of the state of integration and high participation between the faculty member and the university student, which represents the path to the quality of the university educational process.
The study recommends dissemination of Human Sigma concept to improve the quality of Employee Customer Encounter, which becomes a vital determinant in managing service quality within the service sector to reach high engagement scores that a business hopes to achieve.