Page 10 - Mobility Management, October 2018

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NSM: Growth Is Just One
Part of “Journey 2020”
Jonathan Mize, NSM Indianapolis, checks out the Commitment Puzzle signed by 50 top leaders of the company.
organization. So we’ve established an objective where we want to serve every client of ours like they’re a member of our family. We believe that will accelerate the service level that we provide to our clients. Everybody’s family.”
The Power of Communication
At the symposium, NSM displayed a “commitment puzzle.” The leaders from across the organization each
was moved to corporate head- quarters and is now on display in the lobby.
“Not only do you have the notion of commit- ment,” Mixon said, “but you have 50 indi- vidual commit- ments on these puzzle pieces. Mine was ‘To work every day
in support of the organization so we can treat our clients like family members.’”
Catching up on power mobility and position- ing in the Quantum Rehab booth.
NSM’s Wayne Leavitt (left) discussing mobility business in Invacare Corp.’s booth in the symposium expo hall.
received a piece of a giant jigsaw puzzle. Each leader wrote a personal commitment onto his or her puzzle piece and signed it. The puzzle was assembled, framed and displayed at the symposium; afterward, the puzzle
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Another
ongoing challenge for NSM is to bring new employees into the organization and help to establish them as members of NSM’s ever-growing family.
Mixon also acknowledged the importance of keeping everyone, including current NSM staffers, in the loop as acquisitions continue.
“Communication is really critical in a growing orga- nization,” he said. “It’s critical in all organizations, but when you’re growing, it’s so important that leadership be committed to communicating effectively and communi- cating more than leadership thinks is necessary.
“What I find is that when you survey folks in an orga- nization and you ask them if they feel they’re getting enough communication, there are many instances in which employees out in the field, as an example, will say, ‘I get some communication, but I would love a little bit more.’ Lots of times, when you survey senior manage- ment, they’ll say, ‘We’re communicating enough.’ So
it’s my belief that we have to really be committed within the organization to lots of communication around the mission, vision, values and the strategy that we have as a business.”
NSM’s overarching theme, A Journey to Excellence, has been in place for two years now. “But a layer below
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