Cross-Training and Creative Problem Solving
Peter Bregman explores how thinking backwards from your desired goal can help reveal new solutions.
Peter Bregman, CEO of management consulting firm Bregman Partners, Inc.,has written a fantastic piece about creative problem solving and how thinking backwards from your desired goal can help reveal new solutions.
In an example highlighting the Dallas Four Seasons, Bregman explains how general manager Michael Newcomb maintained quality service and employee morale during tough economic times:
They focused on retaining their highest performing core staff — the ones who'd been with the hotel for 15 to 20 years — no matter what department they were in. That left gaps in certain departments. Then, they aggressively cross-trained their core staff. The people in laundry learned to clean golf carts. Housekeeping learned to landscape. And room service learned how to work in the restaurant.