Summary

At Covance, in response to the introduction of a new web-based lab report solution, LabLink+, I spearheaded a successful training initiative that achieved full adoption among the clinical trial division's project managers and enhanced client satisfaction.

Challenge

Covance transitioned from an older, internally-built report solution to LabLink+, aiming to optimize lab report processing and enhance real-time insights. However, the shift met resistance from many project managers within the clinical trial division. These managers were ingrained with the older system and wary of a web-based platform. This hesitance was causing issues, as many clients complained about the lack of adherence to the new system by their project managers, which in turn impacted the support they received.

Solution

• Initiative Recognition and Skill Utilization: Leveraged my personal success with LabLink+ and recognized the need for broader training.
• Training Development: Designed a comprehensive training program tailored to the needs of the global PM group, highlighting LabLink+'s benefits and its potential to enhance their work quality and efficiency.
• Collaborative Program Refinement: Collaborated with the project support team, executives, and other potential trainers to refine and optimize the program content.
• Empowering Trainers: Conducted "train the trainer" sessions, preparing others to effectively communicate the benefits and usage of LabLink+.
• Global Training Leadership and Expansion: Rolled out the program, later taking on an expanded role as the global LabLink+ trainer.
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Results

The initiative witnessed an immediate impact:

• Within a month, there was a complete turnaround, with all PMs integrating LabLink+ into their daily operations.
• Clients began to express appreciation for the improved support they received from the now well-trained PMs.
• Overall, the adoption rate of LabLink+ soared, and both its daily usage among PMs and client satisfaction witnessed significant improvements.