Communicate, communicate, communicate

摘要

Medline laid the ground work for launching the mobile robotic solutions months before going live, according to Will Ingalls, director of operations at the Libertyville facility. The key, he says, was to over-communicate. "The No. 1 question I got from team members was about their job security," Ingalls says. "We assured them that any downsizing would occur over time and that we'd do it through attrition and not through layoffs." In fact, Ingalls adds, the status of the project became a standing talking point in his DC meetings. "We shared our plans for the system, how we were progressing and the go-live date," he says. "We made good on our word about layoffs and that gained credibility with the employees." Communication is a two-way street at Medline. At a computer kiosk in the break room, employees can send an anonymous e-mail with praise-or criticism-to any member of the senior management team without worrying about reprisal. Management also offers cash rewards for innovative ideas and creates advancement opportunities for hourly employees. "Sixty percent of all salaried jobs were filled by hourly employees," Abington says. "That's part of our culture: We want our employees to feel as if they are part of something different."