GlobalExchanges EMEA 2009“Implementation, Engagement and

Results”

October 2009

Amgen: A Biotechnology Pioneer

Founded in 1980, Amgen was

one of the first biotechnology

companies to successfully

discover, develop and make

protein-based medicines

We are headquartered in

Thousand Oaks, California

with a Staff of approximately

19,000 worldwide

Our Worldwide Presence

The Netherlands

Belgium

Ireland

Spain

Switzerland

Juncos, Puerto Rico

Washington, DC

Louisville, KY

West Greenwich, RI

Cambridge, MA

Toronto, ON

Thousand Oaks, CA

Seattle, WA

Bothell, WA

Hungary

England

Denmark

Portugal

Italy

Germany

Norway

FranceCzech Republic

Sweden

Austria

Poland

Australia

Boulder, CO

Longmont, CO

Finland

South San Francisco, CA

Slovenia

Slovakia

Lithuania

Latvia

Estonia

Luxembourg

New Zealand

Fremont, CA

Burnaby, BC

United Arab Emirates

Mexico City, Mexico

Hong Kong

India

Russia

Greece

Amgen Dompé Italy

110 office based employees

128 field based employeesStaff of 238 employees

The merger of Dompé Biotec, an Italian company, with Amgen increased the already present needs to improve Business English Skills.

Main areas English is used:

1. Top level communications from Global Mgmt Team

2. Collaboration on International projects with foreign coworkers

3. Career opportunities within Amgen Group

4. Read Clinical Documentation

Increased globalization prompted Amgen Dompé to diversify English courses

Increased globalization of the company called for an

increase in the number and types of English courses

offered to employees

In 2007 we started to enlarge the program, offering course

by phone and seminars apart from the classical 1:1 or

group training courses

Courses available 2007-2008 (almost exclusively offered to

office based staff – 110 students)

2340 hours of 1:1 Courses

130 hours courses by phone

60 hours of Seminars

Barriers as identified by employees during

2008 year-end survey

Issues with previous approach

Need for continuity while following lessons, even if

obligations and external appointments at times condition us

It’s difficult to fix lessons due to conflicting appointments and

other obligations

It’s essential to follow a course that is not limited to 30 hours

Focus from the beginning on specific topics: use of verbs,

comprehension during teleconferences, to be able to build a

course based on users’ needs

Increase time dedicated to listening/reading topics in the

news

Need for more training opportunities for field-based staff

Goals for the New Approach

Raise level of English within the company to facilitate

cross-functional collaboration between the various

sites;

Raise level of English within the company to improve

employees’ career opportunities;

Offer employees maximum flexibility in organization of

the course;

Offer consistent level of service (Field & Office);

Training method: offer courses “made to order”;

Simplify tracking of employees’ progress.

Addressing the Changes in English Training

In November 2008 we decided to Pilot GlobalEnglish to

test validity of tool and effectiveness in addressing our

Business needs.

Dates November 10, 2008 - December 15,2008

– 55 Employees involved in this 30-day pilot

– December 9th -15th Conduct an Employee Satisfaction

Survey

– Review of survey results

Primary Results from Pilot

94% of the students indicated it is required or important to know English to do their job.

91% of the students were satisfied with the GlobalEnglish service.

97% of the students would recommend GlobalEnglish to their colleagues.

97% of the students said the GlobalEnglish service is relevant for their current job.

Some Student Comments

Question: When do you need to use English?

– “When speaking with colleagues from other affiliates abroad”

– “When reading corporate communications”

– “When reading scientific magazines to keep updated on the latest

developments”

“I need to say that it is an innovative system which really keeps me

engaged. Apart from that it’s varied, I don’t get bored and I can manage my

studies myself”.

“It allows you to work on many different aspects (from vocabulary to

grammar to listening skills) based on your personal needs; I much

appreciated the possibility to work offline”.

“The service covers various needs and I like the idea that not only it’s

accessible at all times, but it’s also accessible from my home computer

allowing me to study in the evening if I want to”.

2009 Implementation Language Training Program

After a successful pilot an agreement was made to offer

GlobalEnglish to 130 students.

1. January ’09: enrolment of 50 employees who participated in

the pilot (both field and office)

2. December ’08 – January ’09: BELIT testing of all employees

3. January – March ’09: ensure Management commitment to

the training program

4. March ’09: enrolment of an additional 64 students

5. Ongoing: monitoring of student activity & enrolment New

Hires

BELIT Business English Level Indicator Test™

The 30minute test is used to assess Amgen Employees’

Business English skill Levels

Ensure testing of all (new) employees in a standardized

way.

Determine company standards for English competence

and allocate training resources accordingly.

Identify those with the greatest need for improved English

communication skills and determine who will benefit most

from training.

Method to prescreen new recruits’ English skill capabilities

BELIT TESTING “Mapping” of our needs

Results from 162 tests completed

Critical needs identified for 113 Employees below BI CEF

Rollout courses 2009

WHAT METHOD WHEN

Assignment

courses to

Staff

• Directors receive test results and evaluate with HR if and which

courses to assign to their employees

• Directors/managers to ensure insertion of courses in employees’

development plans

• HR to follow up with employees and explain expectations/guidelines

January - March

2009

Assignment

courses to

New Hires

• HR to test Business English skill level of all New Hires within 1 month

of hiring

• Directors receive test results and evaluate with HR if and which

courses to assign to their employees

• Directors/managers to ensure insertion courses in employees’

development plans

• HR to follow up with employees and explain expectations/guidelines

Ongoing

Assignment

seminars

• Message to eligible (office) employees (intermediate level and up)

inviting them to discuss participation with their manager/director and

inscribe themselves

Throughout the

year

Feedback

• Formal feedback requested by HR at least 1-2 times per year

• Formal feedback requested by language institutes (optional)

• Informal feedback throughout the year

Mid-year survey &

Year end survey

Usage Matrix

Matrix

Since Registration

( 2 groups Nov 08 and March 09

annualized)

Users 80

Total hours spent in site 1989:17

Average monthly time on site per

user3:06 hours

Cost per Student/Hour est.

€7.00 (annualized)

(3:06 X 12 months= 36:72)

Total # of activities completed 8,904

Monthly Average # activities per

active user12.3 Activities

GlobalEnglish worldwide

average 10.9

Management Support and Commitment

Pilot survey results were presented to Management Team

and used to generate enthusiasm in the organization

Assessment results demonstrated need in the

organization

Managers were encouraged to choose the solution which

best fit company’s needs of flexibility, business content,

and cost effectiveness.

Monthly progress report to the managers keep them

involved and enable them to keep track of their

employees’ progress

Making the Case to Management: Value of GlobalEnglish

Amgen Dompé staff will be more efficient and drive revenues

– Employees with improved business English skills will be more efficient, productive, and better able to meet customers’ needs.

Response times and communication accuracy will improve

– An employee who receives just ONE email per day in English and takes 10 minutes LESS to read and respond to it gains 40 hours of productive work time over the course of a year

– In addition to productivity gains, there will be less re-work and waste as accuracy in producing and understanding English improves.

Key employees can be considered in the succession planning

process

– Future leaders who come from diverse parts of the organization will now have the English proficiency required to accept new responsibilities.

GM Involvement

The current Italian GM has extensive experience

abroad and therefore recognizes the importance of

developing Business English language skills

He actively promotes the program by requiring the

employees to consider Language Training a top

business priority

He puts Language Training as a recurring topic on the

agenda of Management Team Meetings

How to improve…

Stimulating usage

Guide directors and managers in choice of training

Actively promote online courses, underlining the opportunity to

reduce employees’ difficulties in time management by assigning

online courses

Obtain buy-in from directors and managers

Insert English courses in employees’ development plans to

ensure their commitment to the program

Set clear guidelines and ensure follow-up

Promote feedback throughout course

Send out monthly updates to all staff complimenting top-5

students and highlighting different features of the system

Thank You