E-Learning

Title:  Improving Customer Wait Time

Audience:  The primary learners of this training include all pharmacy staff members:  the pharmacy techs, pharmacists and pharmacy managers.

Business Problem:  Identify ways to utilize pharmacy staff when the store becomes busy and develop a plan on how to mitigate wait time.  Currently, there is no formal plan in place and each pharmacy manager handles the situation differently.

Solution:  Adopt a formalized method to engage with customers that supports the development of positive relationships, establish a system to mitigate customer wait time, and educate customers about how they can check on their order status before entering the store.

Highlights:  This E-Learning module uses an ongoing scenario that illustrates the problem and it's impact on customers.  Interactive learning introduces and engages the learner to information in manageable segments.  Knowledge checks and reviews are incorporated to reinforce new information before introducing more.

Process:  Using the ADDIE model of design, a thorough analysis, development and evaluation of the learning solution was performed.  Methods introduced were developed through research and engagement with SMEs, staff, and customers.  Kirkpatrick's level 2 evaluation was measured using  knowledge checks and Kirkpatrick's level 3 evaluation was assessed through a scenario-based graded assessment.

Tools:  Articulate Storyline, Canva

 Title:  Identifying and Supporting a Customer Having a Severe Allergic Reaction (Anaphylaxis)

Audience:  The primary learners of this training include all new hires in the restaurant, the restaurant manager, kitchen staff, hosts/hostesses, bartenders, and wait staff.

Business Problem:  New hires need training on standard procedures for recognizing the signs of a severe allergic reaction.  They also need training on how to support someone experiencing a severe allergic reaction.

Solution: Provide training for all new hires and staff on the observable signs a severe allergic reaction, how to provide assistance to someone who may be experiencing a severe allergic reaction, and when to access medical support.

Highlights:  This E-Learning module uses information broken down into sections in order to inform the learner without overwhelming them.  Brief scenarios, information cards, charts,  and interactive graphics present the information throughout the course.  Knowledge checks and a graded quiz are used to assess learner understanding of information presented.

Process:  Using the ADDIE model of design, a thorough analysis, development and evaluation of the learning solution was performed.  Methods introduced were developed through research and engagement with SMEs, staff, and customers.   Kirkpatrick's level 2 evaluation was measured using  knowledge checks and Kirkpatrick's level 3 evaluation was assessed through a scenario-based graded assessment.

Tools:  Articulate Rise, PowerPoint, Canva