The OM company has ever faced a change in customer-behavior. Initially, services stopped at the hospital’s loading door. At now, low-unit-of-measure or stockless systems become popular at customers, for instance, plastic totes that go directly to the nursing and surgical units, bypassing the entire storeroom process. The entire service-level increased. In 1994, the Activity-Based Costing method was introduced at O&M. Under ABC model, the cost drivers can affect cost per customer, and hence customer profitably. At O&M, cost-plus pricing was the dominant form of pricing in the medical or surgical distribution industry. Customer pays a base manufacturer price plus a markup added on by the distributor. Cost-plus fees are individually negotiated with the customer.…