Summary

Throughout this chapter we learnt techniques about implementing product knowledge training. We looked at a case study from AA Ireland and their successful implementation of Moodle as a product knowledge intranet and training centre. We saw how their product knowledge system became a mission critical tool in keeping staff up-to-date with product change.

Specifically, we covered:

  • When creating a course, the structure and layout is important to aid understanding and provide context to the learning resources and activities. A good curriculum structure or course scheme of work can aid in this endeavor.
  • You can reduce the complexity of the course by providing a glossary of terminology and including the random glossary block as a flash card learning tool.
  • Role-playing can help create understanding of the different types of product knowledge and how it is applied by different departments. This can be facilitated and logged by using the Chat module.
  • Presenting the facts and figures relating to a product needs to be done in a way that aids retention. Applying tests for comprehension and memory soon after using the lesson can aid the learning process.

It is important to clearly identify the business need for each area of the organization regarding product knowledge to understand what the goals are.

We also discussed that when building a course for a range of constituents we must focus on delivering on the specific objectives to the set target audiences.

Now that we've learned about applying Moodle to help facilitate Product Knowledge Management, we're ready to move on to the next chapter which covers managing compliance training.

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