Novartis deploys desktop applications

learning and support

Summary

LearningGuide implementation used by Novartis Netherlands
Enables users to quickly resolve desktop queries in Microsoft Office and Lotus Notes
Reduces IT training expenditure
Provides support for company-specific desktop processes and PC settings
Leading-edge learning solution – recognises the way information workers use applications
Learning takes place at the desk during work
Reduces support calls to the IT helpdesk

About Novartis
Novartis is a world leader in pharmaceutical healthcare research and development, created in 1996 from the merger of the Swiss companies: Ciba and Sandoz.

Its businesses are in pharmaceuticals, consumer health, genetics, eye-care, and animal health. The Novartis name is derived from the Latin novae artes, meaning new skills and reflects the organization’s commitment to research and development and innovation.

In 2002, the Group's businesses achieved sales of USD 20.9 billion and a net income of USD 4.7
billion. The Group invested approximately USD 2.8 billion in research and development.
Headquartered in Basel, Switzerland, Novartis Group companies employ about 72,900 people in
over 140 countries around the world.

Novartis and information technology skills
Novartis is one of the pharmaceutical sector’s largest users of information technology; IT permeates into every aspect of Novartis’ operations.

Novartis operates on the global canvas: its considerable research and development programs and all aspects how its 72,000 people operation collaborates together internationally, is reliant on maintaining and developing IT user skills: coordinating research, sharing information and making effective use of PC tools and applications.

The workforce has a considerable investment in IT skills acquired over many years using Novartis’ evolving IT systems and applications. In 2003, as new PC applications were upgraded through its company-wide ‘Engine’ IT project, Novartis was faced with a new kind of skills development requirement. Its workers were completing an increasing range of office applications’ tasks and making use of many more Novartis-specific desktop processes. Helpdesk calls were increasing and this alerted Novartis to the fact that queries using applications may start to inhibit the day to day work of its employees.

Many users often no longer needed a whole IT training event or online course as new systems were introduced or upgraded, instead, shorter support modules giving just those skills required to complete new tasks and desktop processes was needed. And users needed an immediate solution to training needs: staff didn’t want either to wait for a scheduled course or to take several hours away from their work doing computer-based training.

Novartis recognised that short, on line support modules, available to users during their work, would more accurately meet their IT skills needs. SPC Training, Global Learning Alliance’s Netherlandsbased learning solutions integrator, proposed a solution based on their LearningGuide an on line desktop applications learning and performance support system. Novartis would not replace other forms of IT training, rather, with LearningGuide, provide users with greater choices in developing IT skills. The new approach would be more in tune with how their workforce’s use of IT had evolved. Most importantly the workforce would not delay their work just because a user couldn’t remember, for example, how to change their e-mail settings or need to use a new part of an application. Increasingly, savings would be realised by reduced training expenditure, courseware licences, time spent away from the job attending training, calls to the help desk and by the disruption caused by involving often many colleagues in resolving desktop-related questions.

Novartis’ LearningGuide on line learning and performance support system
LearningGuide went live for Novartis’ Netherlands-based workforce during the Summer of 2003. The implementation comprised support modules for Novartis’ office applications: Excel, PowerPoint, Word and Lotus Notes – including version upgrade support. Custom support modules were developed covering Novartis’ remote user PC settings and Lotus Notes e-mail client.

When a Novartis user needs to quickly identify how to complete a particular desktop task they take the appropriate LearningGuide support module – typically lasting between two and five minutes and then return to the task they were completing – without having to refer to a helpdesk, browse manuals or disturb their colleagues.

	LearningGuide is used by Novartis to provide learning support for Novartis’ ‘Engine’ IT project – a desktop upgrade and standardization project
	Novartis’ staff uses LearningGuide to quickly locate support to complete tasks in Microsoft Office and Lotus Notes.
	LearningGuide is used to provide support with Novartis’ remote user desktop settings