Cross-Training Is a Game-Changer, and Technology Helps
You never know what challenges might pop up in a facility maintenance professional’s day – especially in a big, complex facility. From electrical failure and plumbing blockages to mechanical concerns, there are countless challenges that might warrant assessment and intervention.
It’s crucial for facility maintenance teams to possess a full suite of skills to address these challenges quickly and ensure the facility runs smoothly. One of the best ways to develop those skills is through strategic cross-training. Simply put, the most effective facility maintenance teams are staffed with multi-capable technicians, each one trained to solve a broad assortment of problems as they arise.
How Cross-Training Improves Efficiency
To understand how cross-training can improve efficiency, let’s consider a couple of core metrics, such as mean time to repair (MTTR) and first-time fix rate (FTFR).
One key metric every building manager should track is the mean time to repair – basically, how long it takes to diagnose and repair a device or system. Several factors affect a team’s MTTR numbers, but one of the most important is the level of cross-training the team possesses. When only one team member knows how to fix a particular issue, it could delay response times for new work orders. By cross-training employees, facility teams can expand their pool of skilled technicians and reduce MTR.
A related metric is first-time fix rate, which measures how often issues can be satisfactorily resolved by the first person dispatched. If technicians are sent to make repairs that are outside their knowledge base, the likelihood of failure goes up. It also raises the prospect of needing a second, third, or fourth opinion. Again, cross-training can be the answer because it enables more team members to address a wider host of issues.
Proactively Investing in Cross-Training
Cross-training is an asset to any facility maintenance team, so why is it so often deprioritized? Simply put, people are busy. For team members who already feel stretched thin, carving out time for additional training can seem like an impractical luxury.
Of course, this feeling of being stretched too thin is itself a good reason to invest in cross-training. Anything that helps teams handle work orders more efficiently is bound to free up time and increase capacity.
Closely connected to this common struggle is the idea that there simply isn’t sufficient time for meaningful cross-training. Often, cross-training means either classroom learning, on-the-job training, or a combination of the two. While these are all solid options, they can be both time-consuming and inflexible.
This is where technology is a game-changer. For example, VR and 3D simulations and AI-powered learning opportunities provide new avenues for delivering content, refining concepts, and allowing maintenance teams to gain hands-on experience. These learning opportunities are readily available 24/7, and there is no need to wait for an instructor or mentor.
What’s more, digital training platforms enable microlearning. Facility teams can get foundational knowledge, build new skills, and practice troubleshooting in just a few minutes, as opposed to requiring hours or full days set aside for professional development.
The Benefits of Embracing Tech
Investing wisely in technology to support cross-training can help facility maintenance teams overcome some of the most common challenges, especially the perceived lack of time. It also brings other noteworthy benefits. Think back to those core metrics of MTR and first-time fix rate. Being more strategic about cross-training can move the needle on both of these metrics, but there’s a third metric that’s nearly as meaningful: employee confidence.
When employees are assigned to jobs they aren’t qualified for, it hurts their confidence and morale. Cross-training broadens the range of jobs they are equipped to handle, which can be a major boost to job satisfaction and retention.
Using digital training technology also creates opportunities for employee skill assessments, personalized learning paths and progress tracking. This approach ensures workforce development is customized to address a wide variety of needs across the organization, rather than relying on a one-size-fits-all model.
When considering the deployment of tech to facilitate cross-training and workforce development, it’s vital to remember that employees actually do want to learn, hone their skills, and feel more confident in what they’re paid to do each day. Communicating the value and purpose of cross-training can be essential for gaining buy-in and making workforce development efforts fully successful.
Dan Clapper is commercial HVAC and Facilities Maintenance Market Director for Interplay Learning, the leading provider of online and VR training for the essential skilled trades. He has more than 25 years of experience in HVAC service and installation, wholesale sales and distribution, and manufacturer training.