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It's hard to get anyone to talk about it on the record, but it seems to me that a lot of executives whisper a lot lately about Six Sigma and Balanced Scorecard. The whispers say these processes lack flexibility, agility, employee innovation and a true customer focus. I agree. That's why I love the point that our Inside 1to1 story makes today. The point: A business can be all about process, but the people involved need to be humanists. Too much process can take the heart out of a company. If a company is to maintain a spirit and intent of serving customers for short-term profit and long-term value, it needs to have heart. Customers, at one level, are numbers on a spreadhseet. They are unique visitors to the website. But they're also bundles of unique history, biology and experiences. So call it "human sigma" or whatever you want. Just make sure your company has a process that accounts for and honors humanity with all of its angels and demons.