4. Mistakes to avoid

4.1 Deploy the right level of versatility

The success of this approach lies in the implementation of an appropriate level of versatility.

Too much versatility can lead to poor performance. In fact, versatility must be established while maintaining a sufficient degree of employee expertise to guarantee a constant level of performance. What's more, this costly and time-consuming approach should focus only on key skills, those for which customer satisfaction is not guaranteed in the event of loss.

On the other hand, if you don't deploy enough versatility, you run the risk of generating a lassitude phenomenon among staff carrying out the same operations over and over again, and thus exposing yourself to the risk of non-conformities induced...