OMI works to cultivate empowerment and innovation among its employees. Associates are “paid to think,” a claim that OMI backs up by providing extensive training opportunities. Skill development is a high priority, and associates are given plenty of chances to apply what they learn. All employees are authorized to improve job designs, respond directly to process problems, and address customer issues. Empowerment is reinforced by compensation, reward, and recognition systems designed to encourage workers to think and act like company owners. With labor accounting for half of total costs, the company reasons that investments to motivate associates and to increase their skills will be paid back through gains in operational performance and, ultimately, customer satisfaction.