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Enhancing operational efficiency through cross-training

RCSI Pietsch - Enhancing operational efficiency through cross training
May 13, 2024 at 12:00 p.m.

RCS Influencers Seth and Ashley Pietsch say that cross-training is a strategic investment that benefits employees, management and customers.

Cross-training our employees brings substantial value to our organization. Not only does it lead to happier employees, who feel supported and less burnt out knowing there are capable backups during absences, but it also enhances our operational efficiency.  

By having several individuals trained in different roles, we ensure continuous coverage and minimize downtime caused by vacations or unexpected absences. This is particularly beneficial for management, as it eliminates the need to scramble for coverage and allows teams to operate smoothly even when an employee is away.

From a customer perspective, cross-training translates to improved satisfaction and consistency of service. Customers receive seamless assistance from cross-trained employees, avoiding frustrations caused by unavailable staff members.

One of the tools we use to facilitate cross-training is software called Playbook Builder. This software enables us to create detailed, step-by-step instructions and videos for each role within our organization. Each role has its own playbook filled with instructions for completing tasks specific to that job description. This tool not only aids in cross-training but also serves as an excellent resource for onboarding new employees.

Cross-training also promotes knowledge sharing and collaboration, which are essential for driving innovation and maintaining a competitive edge in our industry. It also expands employees’ skill sets, making them more versatile and increasing their value to our organization.

We look at cross-training as a strategic investment that benefits employees, management and our customers. It contributes to a cohesive work environment, enhances productivity and strengthens our ability to adapt to challenges and opportunities in a consistent and efficient manner.

Seth Pietsch is the president of Integrity Insurance & Bonding Inc. See his full bio here.



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