This publicly traded medical/surgical distributor created a system to continuously improve the company's support of its employees, hoping that effort would translate into higher customer satisfaction. The results are paying off.
At medical/surgical supply distributor Owens & Minor, the CEO is called coach and the employees are referred to as teammates. The vice president for quality and communications is called the company's head cheerleader. And when you go to work for the $4 billion company, you work on someone's team - not for someone.
Sounds like semantics, but "it's the teeny things that make a huge difference," says the head cheerleader himself, Hugh Gouldthorpe.
Gouldthorpe says it's those little things that helped Owens & Minor, Richmond, VA, ...