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Is Cross-Training of Customer Service Staff Effective?

The Case of Integrated Service Center at the NYC Department of Education.

ORGANIZATIONAL BACKGROUND

Currently the organization I am employed with is the New York City Department of Education. The New York City Department of Education is made up of 1,200 schools and is increasing steadily as new public schools as well as charter schools are added each school year.
The school system is now organized into ten regions across the city, each consisting of approximately 120 schools. Each of the ten regions is organized into either three or four community school districts including the high schools geographically included within the boundaries of the region.
Each region houses a Learning Support Center which houses the instructional leadership team for the Region as well as a full service Parent Support Office. There are also six Regional Operational Centers, which provide operational support to schools. In July of 2007......

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Approximate Word Count: 6910
Approximate Pages: 28 (250 words per double-spaced page)

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