McKesson Information Solutions

Need:

High turnover at all organizational levels following HBOC's acquisition by McKesson Corporation meant that many individuals with strong technical skills were promoted into leadership positions—even though these individuals generally had not previously received any formal soft skills training. The result was that both employee and customer satisfaction scores had plummeted. McKesson needed to take action.

Solution:

McKesson engaged DDI to help build a competency model based on the company's business goals. Following the competency modeling step, McKesson developed a 12-module leadership curriculum called "LEAD the Way" (leadership, excellence, accountability, and determination) that directly ties to the identified competencies. Several DDI programs are used in LEAD the Way, including Maximizing Performance®, a performance management system; Targeted Selection®, a behavior-based interviewing system, and modules from DDI's Multi-day Leadership Development Program. In addition, OPAL®, DDI's online performance and learning system, supports the learners as they progress through the program. McKesson also uses DDI's Leadership Mirror® multirater feedback tool to measure individual improvement.

Results:

Thanks to the leadership initiatives McKesson implemented with help from DDI, employee turnover dropped from 20.4 percent to 4.8 percent; employee satisfaction increased from 3.55 to 3.80 percent on a five-point scale; customer satisfaction scores increased from 4.94 to 5.38 on a seven-point scale, and most importantly, revenue, operating income, and other financial measures improved dramatically.