Case Study #1

David was promoted to the position of Training Manager last week. His first project is to motivate the
customer service representatives to provide better customer service despite the loss of three of their
coworkers. The volume of work has not decreased, and no new employees will be hired. There will also
not be any pay increases. Donna is the customer service supervisor, and it is her job to distribute the
workload among the remaining 20 employees. Donna has contacted David and requested cross-training
of her employees as a motivational tool. She is hoping that the knowledge of new skills will be a
motivation to the remaining employees so that they can obtain enhanced knowledge and skills for
future promotions.

The problem Donna faces in this example is one that appears to be a lack of labor resources. She has
fewer workers than she did originally, but the workload has remained the same. The solution to the
problem is to have her remaining employees work more effectively and efficiently in order to complete
the same amount of work with less available labor. Donna’s suggested method of addressing the
problem is to attempt to motivate her employees toward greater levels of performance by offering
cross-training. Possible questions for the individual interviews with employees might include the
following:

1. Are you interested in the opportunity to participate in a cross-training? Why or why not?
Yes because cross training helps employees to appreciate each other’s jobs and recognize all the
duties of their co-workers. It can help increase efficiency and productivity in the workplace.

2. What benefits do you see for the customer service department if cross-training was offered?
The amount of employees in the customer service department will still be the same yet once
they are trained for cross training it will give them the ability to promote from within the
organization as it reduces recruiting costs and employee turnover.
3. Would you enjoy your current position more if you were cross-trained?
Yes because it gives me an idea that I can be flexible in managing workforce rather than being
retained on one job position.
4. What factors might limit your participation in cross-training if available?
Factors might be: employees might become a generalist, someone with broad knowledge across
many topics yet they do not do enough effort about specific task in doing them really well and
there might be times that adding new responsibility will not get an extra pay.

5. What do you think you would personally gain by participation in cross-training?

For sure participating in cross-training can potentially increase flexibility and efficiency for
scheduling and employees are able collaborate well.

6. Recognizing that overtime pay may not be available, how and when should cross-training be
performed if offered?
If possible it is best to emphasize cross training as much as possible to get rid of the burden and
enable different employees to step in with projects as workload increases or emergency
situations arise. This can also improve morale and relieve some of the burden that has been
place on other staff members.
 7. Do you think others in our department would view the opportunity to participate in cross-
training as a positive development?
Yes I would think that others in our department would view the opportunity to participate in
cross-training.

8. For what specific subject areas would you personally like cross-training to be offered?
I would personally like to cross-train employees base on their communication skills, conflict
resolution, work ethic and creativity skills as these are the main factors that companies usually
encounter issues.

9. What specific areas do you believe others would like to see cross-training offered?
Leadership skill and organizational skills. Not all are born or has the privilege to become a leader
but I have hopes for individuals that they are more than just a tail of the company.

10. Would you be more satisfied in your current role if you had the opportunity to participate in
cross-training? Why?
Yes because it may expand my skill set and build my own professional network.

11. In your opinion, how should a cross-training program be developed in the customer service
department so that it would be the most effective, benefit the most workers, and create the
most positive overall result?
I think the most common tool in cross-training program is to match the job roles with the right
trainees according to their effort and knowledge. During the training, it is best to identify the
method that needs to be used and let them familiarize the nature of the job.

Case Discussion Questions and Assignment

1. In what way(s) can David motivate the customer service employees to learn new knowledge and
skills?
As a newly promoted Training Manager, it is best that he incorporates training in organizational
culture, receive feedback from the employees because they might start to feel drifting away
from their work and never to be seen again and keeping the nature of work interesting.

2. In what way(s) can Donna motivate the customer service employees to apply the knowledge and
skills obtained during training?
One of best way Donna can motivate the customer service employees is to empower them to
solve problems on their own to find authority and flexibility to fine creative or alternative
solution to issues when they may encounter so. Also, encourage the employees to listen well by
reminding them to let their customers finish their sentence before responding as they may feel
that they are important and has been prioritized well.

3. Use the Hughes HRD program design model to design a cross-training program for the
employees.
Setting objectives

Selectign the trainer

Developing lesson plans

Selecting methods and techniques

Preparing materials

Scheduling training