From Serebra Learning Corporation
Preparing for the Executive-level Sale Simulation 
...hey currently use your company for their direct marketing efforts. You talk with your contact in marketing and find out that the company is hesitant to outsource their fulfillment function. Because they place such a high emphasis on customer service and fast turnaround times, they want to keep hands-on control of the operation. They are being very cautious as they look for a solution. Using the
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Closing Executive-level Sales Simulation 
...hey currently use your company for their direct marketing efforts. MicroGalaxy's electronic component supply business is growing so fast that they're having trouble keeping up with fulfillment. Now you are close to closing the deal. This simulation requires you to negotiate the deal, manage your cross-functional account team effectively to provide good customer support and to ultimately move
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Customer Relationship Management eCRM 
Customer
Relationship Management: eCRM introduces the students to managing customer relationships over the
Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. This series is intended for managers, supervisors, customer service representatives, and anyone within an
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The Insurance Industry Overview Version 2 
...nsurance companies are looking to sharpen their marketing efforts, cut overheads, and reduce claims leakage. They are also finding ways to optimize the use of technology to cope with the changing regulatory and competitive landscape, and capitalize on opportunities thrown open by emerging markets.This course provides insight into the insurance industry and presents a report on the state of
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ITIL Financial and Security Management 
...T organizations set up rigorous processes to aid in their efforts to become and remain solvent and to keep their systems secure. The delivery and support of IT services are divided into core processes within
ITIL. This course covers a service delivery process--financial management--and a function known as security management. This course is intended to help learners prepare for the IT Service
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The Customer Service Agent in Action 
There are now some 7 million customer service agents (
CSAs) working in nearly 80,000 call centers in the
United States. Call centers are burgeoning in
Europe and the
Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the
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Developing Customer Satisfaction Surveys 
By the time most people have the chance to develop their first survey, they've seen so many that it seems like developing one will be a piece of cake. To an extent, they're right. Developing a
GIGO (
Garbage In/
Garbage Out) survey is a no-brainer. Developing a survey that gets valid, reliable data, however, is both science and art. In this course, you'll learn to use the principles of survey design
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Effective Use of Feedback for Teams Simulation 
...nicate feedback effectively to inspire and motivate, your efforts to manage your team could flounder. The
Effective Use of
Feedback for
Teams Simulation will provide you with the opportunity to develop the skills necessary to effectively communicate feedback to your coworkers and direct reports and overcome barriers common to the process of providing effective feedback. Over the course of three
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Reviewing Performance 
...at his performance isn't good enough--despite all earlier efforts. This course gives sound practical advice about how to handle the appraisal of someone who is a consistently poor performer. Appraisees aren't always passive recipients of their manager's assessments, so this course prepares managers for the more difficult reactions they will encounter. All this will make the appraisal meeting a
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Management Development for Technical Professionals 
...ou in a self-assessment process that is essential to your efforts to become an effective manager. You will analyze the traits and skills you currently possess. Then you will determine which skills need enhancement and which skills require development. Various avenues for development will be presented ranging from on-line personality inventories to classes in the development of management
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Attracting Developing and Retaining Generations 
How can you create a work force that blends the skills and knowledge of all four contemporary generations? Members of the silent generation, baby boomers,
Generation X, and
Generation Next are attracted to companies for different reasons. They have a variety of developmental needs and are loyal for a variety of reasons. Managers, HR professionals, team leaders, department leads, and company
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About 360-Degree Performance Feedback 
...u are dissatisfied with the effectiveness of your current efforts to help your managers work to their potential? The
360-degree performance feedback process may be the solution to your needs. Although the use of 360-degree feedback is relatively new (approximately ten years old), public, private and non-profit sector organizations presently use 360-degree feedback. In fact, as of the mid-1990s,
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Setting the Stage for IT Success 
How have the responsibilities of IT professionals changed over time? What can you do to bring together the diverse concerns of the IT department and top business managers? What are the best ways to convince management that your IT solutions are grounded in reality? Answers to these questions are presented in this course examining strategies that learners should know to understand the role of IT
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Define the Six Sigma Opportunity 
Have you ever heard someone say, "
That's putting the cart before the horse"? It's a quaint way of describing a process that's being implemented in a backward manner. One example of this is a company that begins to make organization-wide improvements before identifying which improvements would provide optimal benefits. This course,
Define the
Six Sigma Opportunity, is a guide for choosing those
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Non-value added Steps and Tasks 
Anytime you have products sitting in inventory it means your resources are not producing cash flow. Identifying and removing the non-value-added steps and tasks in the supply chain is the key element in effective inventory management. This course examines how
Lean businesses seek to integrate their supply chains with their production processes so as to minimize inventory levels, improve the flow
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Collecting and Summarizing Data 
... status of performance and processes, monitor improvement efforts, and evaluate success at the conclusion of those efforts. Data puts teeth into process improvement and provides solid evidence that your efforts are bearing fruit. In this course, you will learn about collecting and summarizing data. You will learn how to plan for data collection and design a useful and professional-looking data
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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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Leadership in Six Sigma 
... process? What planning should take place to launch their efforts? How can you tell whether your organization is really ready to take on
Six Sigma? What is the proper culture, and can your organization achieve it? And how should the transition be managed? This course examines these crucial issues, as well as providing insight into the organizational responsibilities of Six Sigma participants,
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Lean Strategies 
You may have all the proper ingredients, but that doesn't necessarily mean that you can make the ultimate dish, especially if you are creating it for the first time. Adding the right amount of each ingredient in the proper sequence with specific techniques improves your chances for success. An understanding of lean manufacturing principles and techniques will give you the ingredients you need for
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Interviewing and Hiring Practices 
In this simulation, you will assume the role and responsibilities of an HR professional at
BTJ Technical Staffing Inc., a metropolitan staffing and recruitment agency. Having faced claims of possible discrimination in past job postings created on behalf of clients,
BTJ management has redoubled its efforts to ensure that all employment advertisement is above reproach and adheres strictly to
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Ergonomics Awareness 
This one-hour course is designed to provide the basic information needed to recognize and report musculoskeletal disorders (
MSD) signs, symptoms, and risk factors. It addresses the key components of an
Ergonomics Program and provides information to assist both employees and employers in minimizing the risk of developing work-related
MSDs. This course applies to both office and industrial
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Storm Water Pollution Prevention 
This one-hour course describes the nature and occurrence of storm water pollution, its environmental effects, and ways to address this important water quality problem. Rainwater that enters a surface water body, by flowing either overland or through a storm sewer system, is called storm water or storm water runoff. Storm water runoff is one of the leading causes of pollution in rivers and lakes.
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Oracle SQL Tuning: Diagnostics and Tuning the Schema 
This course is the first in a two-part series on
SQL Statement Tuning. This course will help experienced application developers to learn a tuning methodology they can use to maximize database performance with minimal effort. Participants will gain experience creating optimal access paths such as partitioned views
B-tree indexes bitmapped indexes index clusters and hash clusters. Participants will
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From 123-CBT Computer Based Training
Linux Technology Overview Part 1 Technical Business Considerations 

Course
Overview This first course in the series provides background knowledge about
Linux and explains what factors businesses should consider when determining if they should use it. This course teaches what Linux is, its history, what it can be used for, and the risks and benefits of using it. This course is designed for anyone who wants to learn more about this emerging technology. Learn To
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Oracle SQL Tuning Diagnostics and Tuning Schema 

...nts will then be able to test the results of their tuning efforts using performance analysis tools.
L earn To:
Identify the need and areas for tuning the performance of
SQL statements.
Identify tuning steps.
Identify the tools that help you test an diagnose performance problems with a SQL statement.
Use efficient data access methods that are available for the optimizer.
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Diversity Managing Diversity in the Workplace 

Team leaders, supervisors, and managers examine the impact of diversity and culture on individuals and organizations. They learn how to analyze and use models and skills for leading people toward using diversity as a source of competitive advantage. Learn To:
Define diversity and its different facets. Identify business benefits of leveraging diversity. Identify aspects of culture
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Customer Relationship Mgt Implementing CRM 

...implementation of a
CRM system would help focus marketing efforts and help build relationships with clients and potential clients. Intrigued by the proposal, the
Board of
Directors agreed to investigate the possibility of implementing CRM. Your goal for the simulation is to explain how CRM can help
The Glen achieve its goals and identify ways that the organization can modify expenditures to
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Customer Relationship Mgt eCRM 

... Identify ways a company can customize its eCRM marketing efforts. Identify ways eCRM enables companies to achieve
CRM goals. Audience This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty. Deployment
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Virtual Team Mgmt Developing Virtual Teams 

...lems that can develop if trust is lacking in virtual team efforts. Identify three ways to develop a cohesive virtual team. Identify the areas to consider when developing rules for virtual team communication. Identify ways to replace informal training on a virtual team. Identify ways to determine if a
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Virtual Team Mgmt Managing Virtual Team Relationships 

...n how virtual team managers can incorporate collaborative efforts into their virtual teams and what technology can assist these efforts. Learn To Identify seven functions of effective virtual team managers. Sequence the three steps for determining roles and responsibilities for members of a virtual team.
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Brand Management Fundamentals of Brand Management 

...essful hand held computer, the
WeePC. Largely due to your efforts, the WeePC dominates the market and has excellent brand recognition. You are meeting with
Don Hamilton, the person assigned to take over your former position. Your responsibility is to ensure that
Don understands the full import of brand management as well as the specific actions he'll be required to take to keep the WeePC at the
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