Challenge:
Merck is a global health care company that currently employs 110,000 people in 140 countries. In 2006, Merck IT developed the IT Operating Model (ITOM) to help manage its supply and demand functions more efficiently and increase strategic investments. Since then, the model has changed, with more clearly defined roles, responsibilities and business processes.

To successfully implement the new model, the ITOM team needed to get employees on board. The team's strategy was to prepare managers to effectively communicate the ITOM to direct reports by providing them with the necessary training and tools.

Solution:
Davis & Company worked with the ITOM implementation team to create a series of day-long learning sessions for all IT managers. During these sessions, participants were able to:

• Learn the business case behind the new model
• Try on new ITOM roles through interactive exercises
• Discuss behavior changes needed to implement the model successfully
• Take away strategies for effectively communicating the ITOM to direct reports

Results:
A total of 16 enrollment sessions were held over a two-month period for over 800 managers. Demand for additional sessions was so high that three more were held later in the year.