This paper summarizes crucial lessons learned while designing and developing reusable web-based training (WBT) for federal pharmacy technicians. The contractor and the five stakeholders (U.S. Air Force, Army, Coast Guard, Navy, and Department of Veterans Affairs) began the project with assumptions and expectations about what collaboration might mean. Over the course of the first year of the 30-month project, procedures and processes were defined and refined continuously, always with the goal of improving the ability to meet the needs of all. Critical success factors included communications, collaborative tools, content issues, review processes, management of personnel resources, and reusability features. Many of the resulting lessons learned are relevant beyond the scope of this particular project and offer value to anyone undertaking collaborative initiatives, regardless of content type or scope. Using the 40-course Pharmacy Technician WBT as a case study, the authors sketch the initial vision of specific processes, address the evolution of each, and offer lessons learned.

Over the lifetime of any project, unforeseen challenges will arise, and lessons learned in one cannot possibly ensure success in the next. However, paying attention to lessons learned involving critical issues that impact every project may mitigate pitfalls and increase the potential for project success.