HR Management & Compliance, Learning & Development

Cross-Training Methods and Metrics for Your Organization (Part 2)

Here’s another cross-training method and some useful metrics for evaluating cross-=training results.
[Part 1 of this article appeared in the previous issue.]

Cross-Training Across Functions

Develop programs that allow employees to see what leadership within their own department is like. Or develop a program that allows employees to discover whether they’d rather be a general billing specialist, a budget analyst, or a specialist who handles billing disputes within the finance department.


Sometimes, employees like the department they work in, but they want to explore different functions within that department that may be a better fit for their career interests or growing skill-sets.

Metrics for Cross-Training

Measuring your cross-training programs is critical if you want to ensure they’re effective. Here are some metrics you’ll want to keep an eye on as you administer your cross-training programs.

Decrease in Employee Absenteeism and Turnover

If your employees are participating and engaged in your cross-training programs, over the course of a few months you’ll notice that the number of employees who quit working for your organization will lessen. You’ll also notice that the number of people who call out each week and the number of sick days they take will start to decrease. If you don’t see a decline in these numbers, you’ll want to consider revamping your cross-training programs.

Increase in Employee Productivity

Employees will start to produce more in less time if they’re benefiting from your cross-training programs. Since employees are boosting their skill-sets, calling out less, further motivated, and are cooperating with one another more, you’ll see that projects and daily workloads get done faster and more efficiently.

Boost in Individual Employee Performance

When cross-training programs are effective, you should also start to see individual employees’ performance measures increase. For instance, you’ll see higher individual sales numbers, more products being manufactured per person, fewer customer complaints per associate, etc.

Improved Departmental Performance

Departments should have higher rates of performance, too. For instance, sales numbers will increase, IT will make less errors, operations will run more efficiently, etc.

Better Internal Communication and Collaboration

You should start to see fewer complaints filed with HR regarding internal disputes and work differences. You’ll see more employees cheering one another on and leaving positive feedback on message boards, as well as working together to develop more products or perfect their services.

Customer Satisfaction

Customer satisfaction rates and the number of positive customer reviews you receive will increase as employees are better prepared to deliver the products and services they need, as well as to handle customer concerns.

Employee Satisfaction

If you solicit feedback from employees as they participate in your cross-training programs, you should see their levels of job satisfaction increase. They’ll also express more loyalty to do good work for your organization.
Keep the above information, methods, and metrics in mind as you develop your cross-training programs in 2018, and your organization will surely experience all the benefits they offer.