Cross‐utilization of a two‐skilled workforce

Abstract

IntroductionMany service delivery systems operate with a workforce that is partitioned into two or more work categories (skills). In this context, cross-utilization may be perceived as the use of workers to satisfy labour requirements outside their primary skill. Cross-training may then be perceived as the human resources program that enables a service organization to deploy cross-utilization. Crossutilization and cross-training have received significant attention in a variety of service operating environments including insurance companies (

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Re‐Organizing Work Roles in Health Care: Evidence from the Implementation of Functional Flexibility

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