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1. Careful recruitment and selection, for example, ‘total
quality recruitment’, ‘zero defects recruitment’, ‘right
first time recruitment’.
2. Extensive remuneration systems, for example, bonuses
available for staff willing to be multi-skilled.
3. Team working and flexible job design, for example,
encouraging a sense of cohesiveness and designing
empowered jobs.
4. Training and learning, for example, front line staff having
enhanced interpersonal and social skills.
5. Employee involvement, for example, keeping employees
informed of key changes in the organization.
6. Performance appraisals with links to contingent reward
systems, for example, gathering customer feedback to
recognize the work by employees over and above their
expected duties, which in turn is likely to lead to a bonus
for staff.
