From Serebra Learning Corporation
Royce Hotel Case Study 5: Process 


Operations planning and
Operations Management has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of
Operations Manager one
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Cisco Internetwork Design Part 2: TCP/IP Network Design 


The second course in the
Cisco Internetwork Design series covers IP Addressing. It focuses on routing protocols and considerations as well as security considerations that you will need to consider with a
TCP/IP network. It also covers the various addressing choices you have when designing a TCP/IP network and how to manage your IP addressing options. It also covers multicast addressing
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The Professional Teller: Handling Customer Accounts 


...omer
Accounts the student will learn how to recognize the different types of account ownership, how account ownership can be reassigned, and who must sign for any transactions on any given account. The student will also learn how to differentiate between checking and savings accounts, the four types of deposits you will receive, and the steps you should take when receiving a deposit.
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Oracle Applications Release 11i: FlexFields 
Key and descriptive
FlexFields give end users and technical personnel the ability to customize an
Oracle Application to meet their business requirements without programming. Key FlexFields enable multi-segment, intelligent keys, and allow segment validation and security. Descriptive FlexFields provide users custom expansion space on forms. This course introduces the learner to different types of
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CIW Security Professional Part 1: Network Security Introduction 
This is the first course in a five part series on security. This course teaches the concepts of security, the elements of a secure system, how to apply encryption principles, the different types of common security attacks, and how to create an effective security infrastructure.
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Win2000 Dir Serve Man Optimizing Active Dir Components 
... manage these components. First, you will learn about the different types of user accounts in
Windows 2000, and how to create and manage local and domain user accounts. Next, you will learn how to locate, move and control access to
Active Directory objects, as well as how to manage permission inheritance between Active Directory objects. This course also covers publishing network resources in
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Win2000 Netwk Sec Design Analyzing an Org Sec Reqts 
...urity design on an organization. After learning about the different types of network security risks, you will learn to plan secure boundaries through firewalls and firewall components, such as a screening router, bastion host, dual homed gateway, screened host, and screened subnet. You will learn about delegation of administration in a
Windows 2000 network, about object-specific inheritance and
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Sales Forecasting Forecasting Your Own Accounts 
...our own accounts. Specifically, you will learn how to use different types of forecasting, as well as how to avoid excessive detail in your forecasts. You will also learn how to reduce forecasting errors and how to predict the likelihood of winning a sale. Finally, you will learn how your forecast is tied to revenue goals and how it is used by various business functions within your company. This
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Introducing Contact Centers Contact Center Essentials 
This course introduces the functions of customer contact centers and the roles of customer service representatives (
CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and
Internet technologies
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Preparing for Mutual Success Satisfy Customer Needs 
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and
Internet technologies
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Overcoming Internal Customer Service Problems 
Managing relationships with your internal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In
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The Client-Consultant Relationship 
Getting to know your clients and their needs are the vital first steps to establishing productive working relationships. Understanding more about their organizations and what they expect from you will be essential if you are to provide a high-quality service that will excite them. You will also need to know how to recognize all the stakeholders and the real decision makers within an organization,
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Call Center Communication Skills 
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
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A Workable Solution for Internal Clients 
One of the many challenges of working as an internal consultant is that of "making things happen."
But making decisions isn't always easy. There are so many options and you may encounter resistance to changes you propose during internal consulting assignments. How should you deal with this? And how can you be so sure that working practices won't simply revert back once you're "off the scene?" You
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An Essential Guide to Giving Feedback 
The performance of any business depends upon the performance of everyone within the organization. To ensure that all staff are meeting their potential it is essential that there is a culture which enables feedback to be given and received. This course enables you to become familiar with the key aspects of giving candid, constructive feedback about performance. The purpose of this course is to
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Reviewing Performance 
Appraisal interviews are the culmination of the ongoing performance appraisal process. The first part of this process begins with modeling an effective performance discussion. Then, when a manager actually knows what he is aiming for, he can use this knowledge to plan and conduct a really worthwhile, efficient performance meeting. Appraisal meetings aren't always easy encounters, even when they
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Partnering with Your Boss 
You may have noticed that the traditional secretary has gone the way of the dinosaur. However, your boss may not yet have entered this new age in which administrative support professionals are working as partners with their managers and supervisors. This course will equip you to make the transition from working as a subordinate who follows orders, to partnering with your boss as an empowered and
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Accounting Systems and Closing Activities 
...imately, these transactions can be categorized into a few different types. Organizing the transactions through special journals actually reduces the work and allows you to be more efficient in your accounting activities at the end of every period. Efficient accounting activities are an important aspect to a successful and profitable business. This practical course shows you how to maintain an
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Accounting for Partnerships 
Partnerships are voluntary organizations between two or more people that combine different resources in a business venture. These resources can be money, expertise, personal connections, or experience. Accounting procedures are established to ensure that each partner gets his/her share of the business income or loss. This course explores the accounting methods that pertain to partnerships and the
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Accounting for Corporations 
Did you know that basic accounting transactions for corporations are different than other types of business organizations? Do you need to learn more about the basic accounting principles of corporations? This course is designed to teach you how to perform basic accounting procedures specifically for corporations. You will learn how to record the issuance of stock and record transactions in the
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Investment Project Analysis and Selection 
Don't be intimidated by corporate finance and choosing appropriate investment projects. If you are a corporate manager faced with choosing between different investment projects, this course will be helpful. You will learn how to choose corporate projects based on the different project analysis models and advanced analysis tools. This course is designed specifically for business managers, financial
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Taking Systems Thinking into Your Personal Life 
...xplore the personal nature of systems. You'll learn about different types of personal patterns and you'll learn how to change personal patterns that aren't benefiting you. You'll also explore how systems thinking can connect you to the world at large. You'll learn how relationships operate as systems and the process you can go through to change relationship patterns that aren't working. This
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Six Sigma Listening to the Voice of the Customer 
Let the buyer beware. That old business maxim of caveat emptor once struck fear in the hearts of many wary consumers. Now there's a new reality:
Competition for consumer attention is intense across all industries and markets, so now it's the company itself which is being admonished to beware. That means businesses should be looking for the best way to gauge what its customers really need and want.
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Creating a Marketing Campaign 
Your marketing plan has been approved
Now you need to get the job done. How you execute your plan is as crucial as the plan itself. In this course, you'll learn about tactical marketing tools needed to put your plan into gear and create your marketing mix. These include branding, packaging, promotions, publicity, advertising and merchandising. Managers and team leaders with responsibility for
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Business Ethics - How We Do Business 
This course teaches you the ethical standards that govern honest and fair business conduct, the different types of anticompetitive conduct that violate US antitrust law, the guidelines for avoiding insider trading, and the rules to which management and employees must adhere to avoid conflicts of interest with the company. All employees within an organization, whether new hires or as a refresher
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Safety Handling Hazardous Waste 
This course covers the different types of hazardous waste, the relevant laws and restrictions, and the regulations for the storage and disposal of hazardous waste. All employees within an organization, whether new hires or as a refresher program for long-term employees.
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Intellectual Property Overview 
Management is often confronted with the responsibility of protecting a company's intellectual property rights, while still communicating the company's identity or ideas to internal and external customers. How does management perform this function effectively while keeping the law on its side? This course explains the basic types of intellectual property, the legal protections in place, and the
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Web Design Basics 
This course is meant for
Web site designers who want to understand the basics of creating professional Web pages. The course describes the basics required for Web design, such as planning of sites, pages, and content. In content designing, it describes the issues involved in creating well-written Web pages, and effective graphics. It also describes other design issues apart from site content, such
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Web Writing Concepts 
The
Web Writing Concepts course covers the fundamentals of
Web writing, and design and navigation issues. It describes the writing and reviewing guidelines, and covers different types of Web writing, such as corporate and educational. This course is designed for users who want to write for the Web.
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Object-Oriented Programming using C 
This course introduces students to advanced programming features of C , such as the different types of C functions, concepts of overloading, and inheritance. Programmers and
Application Developers who have experience in programming using a structured language like
Fortran and
Pascal constitute the primary audience for this curriculum. This curriculum would introduce them to the object-oriented
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Win2000 Professional Installing and Upgrading 
...shoot
Windows 2000 Professional. You will learn about the different types of
Windows 2000 operating systems and about the features of Windows 2000 Professional. You will become acquainted with the requirements for installing Windows 2000 Professional, and you will have a chance to practice installing Windows 2000 Professional. Finally, you will learn about the common causes for, and solutions
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Win2000 Server Installing and Upgrading 
...roubleshoot
Windows 2000 Server. You will learn about the different types of
Windows 2000 operating systems and about the features of Windows 2000 Server. You will become acquainted with the requirements for installing Windows 2000 Server, and you will have a chance to practice installing Windows 2000 Server. Finally, you will learn about the common causes for, and solutions to installation
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Bluetooth and HomeRF 
To describe and discuss the major issues surrounding
Bluetooth and
HomeRF technology, their respective architectures, functionalities, and application environments
Technical professionals; IT and business managers who need to learn about current and future mobile wireless technologies; students studying or researching wireless communications and cell-phone technologies
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Networking Basics 
This course teaches the student basic networking concepts and skills. It also provides an understanding of data communication standards. Further, it helps the student understand networking terminology and technologies. It also provides an overview of how data is transferred in a real-world network environment. This course is designed for technical managers, help desk/support personnel and
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WAN Fundamentals 
This course explains the emerging
WAN internetworking technologies. It also covers the basics of data communication, digital data services. This course is designed for technical managers, help desk/support personnel and professionals who require an understanding of WAN,
MAN, internetworking, digital data services, and advanced data communications.
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Fundamentals of Network Security 
To cater to the growing demands of information exchange, most organizations have implemented computer networks. As a network administrator, you need to determine and analyze the risks to the data residing on your network. Additionally, you need to implement various processes to track the security holes on your network. Based on your assessment of the risks and security holes, you can prepare a
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Firewalls and VPNs 
To explain how firewalls and
VPNs facilitate network security
Network administrators, firewall administrators, systems administrators, application developers, and IT security officers
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Fundamentals of Data Warehousing 
The
Fundamentals of
Data Warehousing WBT is the first course in the
Data Warehousing curriculum. It provides students with an introduction to the core technologies, concepts, architecture, and various features of data warehouses and models. It also provides students with the preliminary knowledge for planning and implementing data warehouses. People who have a fairly good knowledge of the concepts
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Basics of Telecommunications 
The
Basics of
Telecommunications WBT is meant for professionals whose responsibilities include design, management, or operation of telecommunications systems and who want to understand the basics of telecommunications. The course provides an introduction to the fundamental techniques and technologies used in the emerging and expanding field of telecommunications. It explores the history and
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Configuring Voice Interfaces 
To configure router voice ports, identify how to monitor and troubleshoot voice ports, recognize factors affecting analog voice quality, and configure voice interface settings for optimal voice quality IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates preparing for the
Cisco Certified Voice Professional certification (
CVOICE 642-432)
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Data Modeling 
To be able to use a database to store data, you have to design it. The first step in designing a database is data modeling. Data modeling enables a database designer to create a model that represents the way in which information is likely to be organized in the database. This data model is then reviewed by the people who are expected to use the final database. Subsequent steps in database
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Electrical Electronics Introduction to Electricity 
The course content covers the concepts of electricity, current and electrical circuits. It also covers fundamentals of electric charge, potential energy, and units of measurement. The course is aimed at individuals working with machinery, maintaining machinery or involved in maintenance.
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Electrical Electronics Solid State Theory 
This course covers the basic principles, theory, and types of conductors, semiconductors, transistors, integrated circuits, and controlling devices. This course will also cover the practical use of the
Solid State Theory. This course is aimed at individuals working with electrical appliances. It covers the theory and application of electrical devices such as conductors, semiconductors,
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Cryogenic Safety 
Cryogenic materials are commonly used in the workplace for a variety of purposes, such as refrigeration, medical applications, and rocket propulsion. Due to their extremely cold temperatures, cryogenic materials can be hazardous if handled and stored incorrectly. Any employees handling cryogenic materials must wear personal protective equipment. If employees are exposed to the extreme cold of
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Fire Prevention and Safety 
This one-hour training course addresses how to prevent fires and recognize fire hazards. It will also discuss what actions to take in the event of a fire, including the proper use of portable fire extinguishers. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define the chemistry of fire recognize common fire hazards classify types
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Laser Safety Training 
This one-hour course is designed to provide awareness of the fundamentals of
Class IIIB (moderate) and IV (high-power) lasers or laser systems. The content in this course is designed to comply with the intent of the applicable regulatory requirements. discuss what a laser is and how a laser works name the types and classes of lasers describe non-beam laser hazards recall the biological
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Machine Guarding Safety 
This course will provide definitions, general requirements, and requirements for different kinds of machinery concerning the
Machine Guarding Program. It will provide general discussion of various guarding methods, as well as defining terms associated with machine guarding. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify where
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mySAP com - Overview 
The
Computer Based Training course (
CBT) mySAP.com Overview aims to provide all employees of your company an introduction to
SAP s answer to e-business, and the possibilities that mySAP.com offers. Trainees will be shown why mySAP.com was developed and the key components it contains. Furthermore, it shows how application hosting can be controlled throughout the system's entire life cycle,
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Enhancing and Securing Data 
The
Enhancing and
Securing Data WBT is the fourth course in the
Office XP:
Excel 2002 curriculum, which familiarizes users with the advanced features of Excel 2002, that can make their worksheet data more presentable and comprehensible. These features include the use of drawing objects and pictures, and different types of charts. Additionally, this course takes the user through the tasks involved
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Microsoft Project 98 Intermediate 
Microsoft
Project 98 is the leading project management software tool. This course explains several advanced features of Project 98 to help you manage projects. After completing this course, you will be able to use Project 98 to assist in managing multiple projects, customizing the
Project environment, using Project in a workgroup, and using Project with other applications. This course is designed
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Surf and Communicate with the Internet 
This course will provide users information on the
Internet and on how to surf and navigate the
Web. It will also provide how to communicate on the Web using e-mail. A computer user with some computer experience, but has little or no exposure to surfing and communicating on the Internet.
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Sonic RecordNow Deluxe 
This course will introduce the
RecordNow Deluxe software and its features and benefits. The course will cover copying and creating of both
CDs and
DVDs. It will also include backing up data on CDs and DVDs. A computer user who has computer experience but has never used or has limited use of CD/
DVD authoring software.
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Manage and Store Digital Images 
This course will provide users information on how to manage and store digital images. This will include how to understand storage needs, and tips for managing and storing. The course will also review managing with
Windows XP and a overview of the image-management software available
Photoshop Album,
Picture It, etc. Anyone who wants information on how to store digital images using their computer
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Industrial Safety - Forklift Safety 
This course covers basic safety rules for operating a forklift from basic theory to practical application. On completion of this course students will be able to identify the different types of forklifts and the parts of a forklift. Students will be able to explain how to pick up a load carry a load and place a load. Students will also be able to identify the importance of carrying out regular
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Industrial Safety - Eye and Face Protection 
Each year eye injuries account for a large percentage of all workplace injuries. Employees can avoid most of these injuries by wearing proper eye and face protectors and adopting suitable safety measures. This course covers different types of eye and face injuries in various industries and explores the causes and effects of such injuries. The course then details the protective equipment employees
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Leading the Way - Learning to Lead 
In "
Leading the
Way:
Learning to
Lead " you will learn what it means to be a leader how to relate to your followers and how different situations can affect leadership. You will learn the traits and abilities that make individuals effective leaders as well as leadership pitfalls to avoid. In addition you will learn interpersonal skills that can help you motivate and empower your followers. You
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Advanced Project Leadership: Navigating Corporate Structures 
...gh-profile projects. First you will learn how to identify different types of stakeholders and how they may influence the project. You will learn how to deal with stakeholders a
Hidden Agendasa . You will also learn about project sponsors and how their position in an organizationa s structure affects their responsibilities towards a project. You will also learn how to help the inexperienced
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CTP Data Networking Part 2 
This course teaches about the components and strategies required in the building of successful networks. The
Network Components section introduces the student to the different types of networks their components transmission media and connectivity
Connecting Networks section teaches the architecture and operability of networks in different geological environments the topologies (ie. TCP/IP) used
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Java 2: Extending the GUI 
This course provides an overview of advanced
Graphical User Interface (
GUI) components such as fonts menus and dialog boxes. It also discusses the creation and use of these GUI components. You will be introduced to the various components of the
Delegation Event Model in
JDK 1.2 and the class hierarchy in the java.awt.event package. You will learn about the various classes in the java.awt.event
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SQL Server 7.0 Management Part III 
This course explains how to design a logical model of a database and identifies the components to use in order to organize and access a
SQL Server database. It describes the advanced programmatic features of the
SQL language which can be used to extend the functionality of SQL stored procedures.Additionally this course examines the functions of a SQL cursor including how to navigate a result set
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Oracle 8i PL/SQL - Oracle PL/SQL Basic Operations 
The course is aimed at familiarizing the learner with the basic concepts of PL/
SQL. It describes the different datatypes and variables available with PL/SQL. The course provides an overview of PL/SQL records and tables and explains how to access a database from PL/SQL. It also describes the steps to write conditional constructs and controlling structures in PL/SQL along with different types of
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Oracle 8i DBA - Understanding Storage Allocation 
...ters and index-organized tables. This course explains the different types of tables supported by
Oracle 8i the structure of a row the different data types supported by Oracle 8i and the guidelines to create a table. Further the course covers how to create the cluster the cluster index and the tables in the cluster. The course also covers how to create and manage the index-organized tables.
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