Supply Chain World - Volume 7, Issue 3 - 66

healthcare owens & minor

	 Because	O&M	is	positioned	in	
the	middle	of	the	flow	of	goods,	
funds	and	information,	it	is	able	
to	provide	actionable	information	and	analysis	that	improves	
efficiency	and	lowers	costs.	"One	
example	of	this	type	of	offering	is	
QSightSM,	which	is	our	end-to-end	
perpetual	inventory	management	
system,"	Zacur	says.	"QSight	
provides	total	inventory	control	
and	transparency,	which	lets	our	
healthcare	customers	focus	on	
patient	outcomes	instead	of	worrying	about	pricing	accuracy	and	
inventory	management."	
	 Actionable	data	is	especially	
useful	for	large,	multi-faceted	
healthcare	systems	where	ordering	
might	not	be	centralized.	"Many	
do	not	know	the	details	of	what	
they	purchase,"	Zacur	says.	"O&M	
can	assist	with	product	and	procedure	standardization	that	helps	
cut	costs	and	reduce	waste."
	 Cutting	costs	for	clients	requires	
O&M	to	be	flexible,	particularly	
when	it	comes	to	deliveries.	Most	
hospitals,	for	example,	have	very	
little	storage	space,	Zacur	says.	
That	requires	doing	just-in-time	deliveries.	"It's	really	very	precise	and	
leaves	little	room	for	error,"	he	says.	
"You	have	to	know	your	delivery	
window	and	how	to	get	the	product	
to	the	exact	point	of	use."
	 With	distribution	centers	across	
the	United	States	and	logistics	
expertise,	O&M	can	accept	orders	
late	in	the	day,	all	while	still	delivering	the	next	morning.	O&M	
believes	that	customers	(and	their	
patients)	deserve	the	products	
that	best	fit	their	needs,	regardless	
of	brand;	and	Zacur	says	it	offers	
the	most	extensive	range	of	products	in	the	industry.	The	company	
66

Supply Chain World VOLUME 7, ISSUE 3

will	also	deliver	less	than	truckload	
quantities	to	a	hospital's	clinics	
and	smaller	alternate	care	sites.
	 Being	a	distributor	of	medical	
products	also	requires	staying	
ahead	of	needs.	The	distribution	
team	at	O&M	worked	through	the	
first	weekend	of	September	to	supply	hospitals	and	medical	facilities	
in	the	southeast	United	States	that	
were	in	the	projected	path	of	Hurricane	Dorian.	On	an	ongoing	basis,	
the	company	also	works	closely	
with	customers	to	understand	what	
is	happening	in	the	marketplace	so	
O&M	can	stay	ahead	of	their	needs.

"It's not just a
customer; it could be a
family member. There
is a super-intense
customer focus."
_________
	 O&M	seeks	employees	who	
have	a	passion	for	serving	not	
only	healthcare	customers	but	
ultimately	the	actual	patient.	"It's	
not	just	a	customer,"	Zacur	says.	
"It	could	be	a	family	member	[who	
uses	the	O&M	product].	We	can't	
afford	to	have	a	single	component	
missing	from	that	surgical	kit	or	
have	a	late	delivery.	There	is	a	
super-intense	customer	focus."
	 There	are	also	multiple	checks	
on	products	-	when	being	picked	
off	a	shelf,	before	tape	is	put	on	a	
box	and	before	the	door	closes	on	a	
delivery	truck.

Reducing Costs
O&M	consolidated	much	of	its	
customer	service	personnel	into	
its	Richmond,	Va.,	location	in	2018.	
That	included	personnel	who	

handle	accounts	payable,	account	
receivables,	invoicing	and	rebates.	
"We	deal	with	a	lot	of	pricing	
complexity	in	our	industry,"	Zacur	
says.	"Now	customer	service	
representatives	can	work	through	
customer	inquiries	with	colleagues	
in	person	and	provide	clear	resolution	in	a	matter	of	minutes."		
	 For	his	peers	in	medical	supply	
distribution,	Zacur	recommends	
that	they	"lead	with	humility	but	
also	with	a	higher	purpose.	Everything	we	do	is	about	the	patient."
	 For	the	future,	Zacur	would	like	to	
work	more	closely	with	the	suppliers	
of	O&M	so	they	can	mutually	figure	
out	how	to	reduce	costs	for	the	
customers.	"We	have	really	strong	
supplier	relationships,	but	I	think	
we	can	get	a	lot	tighter	operationally	
and	get	products	to	the	market	to	
help	the	customer	and	the	patients	
faster	and	more	efficiently,"	he	says.	
"One	example	is	our	partnership	
with	B.	Braun	-	they	are	a	leading	
provider	of	innovative	medical	products	and	we	are	constantly	working	
together	to	solve	challenges	for	our	
mutual	customers."
	 Zacur	also	wants	to	take	greater	
advantage	of	O&M	data	to	help	its	
customers	drive	down	costs.	"Our	
success	helps	our	customers	help	
their	patients,"		he	says.	 		
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Visit us at healthcare.gojo.com/scw



Supply Chain World - Volume 7, Issue 3

Table of Contents for the Digital Edition of Supply Chain World - Volume 7, Issue 3

Contents
Supply Chain World - Volume 7, Issue 3 - Cover1
Supply Chain World - Volume 7, Issue 3 - Cover2
Supply Chain World - Volume 7, Issue 3 - 1
Supply Chain World - Volume 7, Issue 3 - Contents
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Supply Chain World - Volume 7, Issue 3 - Cover3
Supply Chain World - Volume 7, Issue 3 - Cover4
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