Ortho Clinical Diagnostics uses e-learning course to reduce training expenses and reach larger audience

BUSINESS SITUATION

Ortho Clinical Diagnostics (OCD) was preparing to launch a new chemistry analyzer. In previous product rollouts, training had been offered onsite and only to the customer’s senior operators. As they sold more devices, OCDs travel expenses were growing. Since the learners were given no refresher training after the initial on-site visit, support requests went up and help desk volume spiked.

SOLUTION

For basic theory, operation, and general maintenance, Novatek recommended an interactive e-learning course. With intricate video clips and an XML engine to lower translation costs, Novatek helped redefine OCD’s corporate training model.

BENEFITS

More lab operators and new hires could take the training

eLearning provided a sales differentiator over competitors’ offerings

Translation costs were reduced by using XML technology

New eLearning training model was expanded to other products

CLIENT PROFILE

Ortho Clinical Diagnostics, a Johnson & Johnson company, develops diagnostic tools that use clinical chemistry and immunoassay technologies to diagnose cancer, heart disease, infectious diseases, and more.

In the summer of 2007, OCD approached Novatek looking for a better training solution. Novatek took the time to analyze previous training efforts and break down the needs of the learning audience (specifically, lab operators). In a vision document, Novatek correctly identified that on-site training had too much material to cover. Additionally, if the customer experienced any staff turnover, there were no further training offerings for the new hires.

Because of its experience in the medical industry and foresight into e-learning, Novatek was awarded the training project over a group of competitors. Novatek’s team immediately began a detailed task analysis of the medical device.

Entire modules of the course were devoted to basic operation, periodic maintenance, and troubleshooting. Besides improving learner knowledge, the content also targeted the most frequent support topics and repair requests.

With large, crisp video clips and clickable software demonstrations, Novatek’s e-learning course was an immediate success with learners. OCD used a learning management system to host the course. This allowed Novatek to track each learner’s progress and offer a final certification exam.

OCD could now offer training to every operator (senior, general, new hire) in its customer base. Travel expenses were greatly reduced and global instruction became quickly available. Soon after, OCD consulted Novatek on integrating e-learning into the core training model of the entire company.

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