Focus Supplement - Summer 2015 - (Page 23)
PROVIDER PARTNERSHIP
Bottom-Line Performance
The new training
program put in
place also has
standardized on-site
training processes.
S
ometimes training can stagnate a bit, and
needs to be reimagined and
reengineered. When Roche wanted to
rethink customer training, it worked with
Bottom-Line Performance on a program that
has earned the Provider Partnership category in
the LTEN Excellence Awards.
"What we realized was that people le our
training feeling good, knowledgeable and ready
to use their instruments, but when they got
back to their lab, they had a hard time
remembering how," said Rob Terrell, director of
commercial education at Roche Diagnostics.
"We were providing lots of great information,
but we were sharing too much information and
not giving them the time to practice basic
operational steps so they could perform them
later. We were not arming them with tools to
reference the steps so that they could review
them when they did get stuck."
With that need in mind, Roche Diagnostics
partnered with Bottom-Line Performance to
conduct an analysis of existing training. e
goal was to create confident customers able to
meet their daily operational needs without
excessive support calls. e new training
drastically reduced pre-work for training
classes and transformed a five-day class for all
customers into live training only for key
operators in customer labs.
e new training program also has
standardized on-site training processes, helped
Roche close new business and decreased
support calls while generating positive
customer feedback. e results were so
successful, Roche Diagnostics is implementing
the approach across multiple product lines,
which is expected to result in a 35 percent
saving.
FOCUS | CONFERENCE AWARDS SUPPLEMENT 2015 | www.L-TEN.org
From the right: Steven Boller, Bottom-Line
Performance; Jane Jakupco, Roche Diagnostics;
Leanne Batchelder, Bottom-Line Performance; Rob
Terrell, Roche Diagnostics.
"is award reaffirms early customer feedback regarding the reIMAGINE of our customer training," Terrell said. "We have
narrowed our learning objectives of the systems
to reflect what a customer must be able to accomplish on a daily basis in their labs. For more
advanced training, we have developed tools to
give customers the ability to feel confident in
addressing other needs along the way."
For Bottom-Line Performance, the Provider
Partnership award is a stamp of approval for the
project and the collaboration with their client.
"We are really proud and honored to win
this award for our partnership with Roche
because it is such a critical training initiative,"
said Leanne Batchelder, vice president of client
relations for Bottom-Line Performance. "It
helps the lab employees at five different levels
do their job confidently and competently. It's
translated into on-the job results and success
for Roche. And when Roche has success, we
have success. at's what makes a good
partnership." ■
23
http://www.L-TEN.org
Table of Contents for the Digital Edition of Focus Supplement - Summer 2015
Focus Magazine
Table of Contents
Introducing the LTEN Excellence Awards
The Winners Revealed
Profiles of Winning Work
Dana Bates, Gilead Sciences
Lisa Lukawski, UCB
Rorie Madigan, Siemens Healthcare Diagnostics
Luis Pinzon, Bayer Healthcare
Medtronic
AbbVie
Axion by ApotheCom
Excellerate
Bottom-Line Performance
Awards Poster Session: Excellence on Display
Profiles of Finalists
Alexion Pharmaceuticals
Genentech
Roche Diagnostics
Educational Resource Systems
e-roleplay
Small World Social
Cognizant Technology Solutions
Impact International
Red Nucleus
Advantage Performance Group
CMR Institute
HealthAnswers Education
Wrapping Up: Thank You Notes
Focus Supplement - Summer 2015
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