Case Study: McKesson Health Solutions achieves higher employee and customer satisfaction with Development Dimensions International (DDI)

McKesson - Customer Case Study

McKesson Health Solutions faced a leadership crisis after an acquisition, with high turnover, plummeting employee and customer satisfaction, and many newly promoted managers lacking formal management and soft-skills training. To address the challenge, McKesson partnered with Development Dimensions International to build a leadership competency model and launch a development program, using DDI’s leadership expertise and tools.

Development Dimensions International helped McKesson implement the 12-module “LEAD the Way” curriculum, supported by DDI programs including OPAL, Maximizing Performance, Targeted Selection, and multirater feedback surveys. The results were strong: turnover fell from 20.4% to 4.8%, employee satisfaction rose from 3.55 to 3.80, customer satisfaction improved from 4.94 to 5.38, and revenue, operating income, and other financial measures improved significantly.

McKesson Health Solutions

Terry Geraghty

Senior Vice President of Human Resources