akt bpo user conference 2009. cross training for load balancing and for better utlization of staff
TRANSCRIPT
AKT BPO USER CONFERENCE 2009
CROSS TRAINING FOR LOAD BALANCING AND FOR BETTER UTLIZATION OF STAFF
Topics to be covered:
• Meaning of Cross Training
• Case study of a team during busy and lean season
• Implications of not enough work during lean season andbetter utilization of staff during this period
• Cross training and Staff sharing in Navi Mumbai office
• Advantages of Cross training
• Reasons why one would be hesitant to cross train
• Factors to the success of cross training
CROSS TRAINING
•To provide training in different tasks or skills.
•An effective training technique which leads to motivation is cross training.
•With respect to employee-employer relationship, cross training produces more productive workers for the company and benefits the employee by enhancing his or her skill set.
QUOTES :-
Senior VP of HCL Technologies – Mr Anand Pillai
“Cross-training is gaining even more relevance in the current context as it allows companies to enhance the ‘deployability’ of the bench”.
CEO of Infosys Technologies – Mr S. Gopalakrishnan
“Our Company is looking to cross train employees – while they are on the bench. This will ensure that their time is utilized better, and will enable them to work on multiple technologies and multiple projects”.
STAFF UTILIZATION DURING BUSY AND LEAN SEASON
Case Study:
Team A :- Busy Season : January to April ; Lean Season : May To December
Analysis for nine months – January to September.
Total available hours each month:15 staff * 7 hrs (1hr Misc)*21 days.
Months Billable Non Billable Total Hours
January 1000 1205 2205
February 1600 605 2205
March 1800 405 2205
April 1700 505 2205
May 800 1405 2205
June 500 1705 2205
July 600 1605 2205
August 500 1705 2205
September 600 1605 2205
Total 9100 10745 19845
Billable VS Non Billable
No work leads to:
1)Boredom2)Frustration3)Low Job satisfaction etc
And will lead to one of our concerns ‘Attrition’ of experienced staff.
Lean Season can be used for:
1)Development of staff through Training/Cross Training within the teams2)Process development3)Staff sharing
Team B:
Had an additional requirement of staff.
The management of the company decided to utilize this situation and brought both the teams together.
Now, team A decided to Share it’s staff with team B which had enough work during the lean season of team A.
The staff are cross trained and shared with Team B:
From May to September: 10 staff * 7hrs*21 days
Months Billable Non Billable Total Hours
January 1000 1205 2205
February 1600 605 2205
March 1800 405 2205
April 1700 505 2205
May 800 1405 1470
June 500 1705 1470
July 600 1605 1470
August 500 1705 1470
September 600 1605 1470
Total 9100 10745 19845
Billable Vs Non Billable
AKT RPS & KRAVITZ
STAFF SHARING
COST ADJUSTMENT BETWEEN THE USER FIRMS
WIN WIN SITUATION
STAFF SHARING THEIR EXPERIENCE
1.Preethi
..\..\VIDEO\Preeti.mpg
2. Tara
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Advantages of Cross Training
To the Employee:
Offers a learning and professional development opportunity
Improves employee morale
Greater job satisfaction among employees.
Erases differences, enmity and unhealthy competition.
Increases knowledge, know-how, skills and work performance.
Leads to better coordination and team work within an organization.
Builds social connectedness and harmony among employees.
To the Employer:
Helps reduce cost
Prevents stagnation
Reduces turnover
Increases productivity
May even lead to operational improvements
Reasons why one would be hesitant to cross-train:
One of the main deterrents to cross-training is how employees feel about retaining knowledge. An employee may feel their job is threatened if someone else is being trained in their function. Fear of losing identity and thereby insecure.
Time consuming
Fear of more work and being tossed back and forth
Most Important Factors in the success of any cross-training is:
Initiative should be flowing from the top management
Supervisors/Team leaders should be assigned with authority and be made responsible to cross train.
Involving the experienced/on the job staff to cross train.
Effective continual communication at all levels.
Recognize and reward the staff involved in cross training.
***Cross Training is Hybrid state of ‘ART of Resource Utilization’***
Thank you !