Multiskilling Is a Good Capacity Optimization Technique

A key solution implemented during a Lean intervention in an organization is multiskilling of employees. Multiskilling or cross-training is done to achieve the following objectives:

• Create capacities • Manage peaks in demand or volumes • Distribute capacity • Create competency • Bring the need for capability building of process associates to the

agenda of top management • Optimize the process • Build process flexibility and resilience, which helps to manage emer-

gencies and exigencies, such as a 9/11 event

So, how does one go about multiskilling in a service context? The approach that follows is one that I have found useful.