Online Internal eLearning Training

Caring For Your Customers Learn how to establish effective customer relationships If YOU deal with customers either face-to-face or on the phone, you're the point of contact between customers and the organisation! It's your approach to customers that ensures, or denies, their satisfaction and determines whether they come back. The quality of service you provide to your internal customers, like your colleagues or people in more...

Effective Email Series: Policies and Procedures ...internal communication. While many see this as an improvement on previous methods and a more open and informal way of communicating, others see it as an attention-grabbing and invasive means of communication. There are some disadvantages to the use of e-mail, but they are generally outweighed by advantages. In order to protect IT systems and employees, organisations will normally set in place more...

Cisco Building Scalable Networks Part 4 - BGP This course covers the use and configuration of the Border Gateway Protocol (BGP). It covers the fundamentals of BGP operation. It also covers how to configure BGP and BGP verification. The problems that may occur when scaling the Internal Border Gateway Protocol (IBGP) are also covered. Various solutions including route reflection and policy control using prefix lists, are discussed. The course more...

Excellence in Service: Fundamentals for Employees Excellence in Service: Fundamentals for Employees helps learners develop the skills needed to effectively relate to customers and exceed their expectations. They learn to differentiate between internal and external customers and make sure their customers are completely satisfied. more...

The Professional Teller: Following Security Procedures ...ing Security Procedures offers the student an overview of internal and external security measure that banks take, what procedures the student should follow to ensure bank security, and what actions the student should take in response to angry or violent customers and/or suspicious activity. The program also covers the common types of crimes committed against banks, including robbery, more...

Oracle Applications Release 11i: System Administration This course discusses how to perform administrative tasks in an Oracle Applications systems environment. Students learn to manage security by granting users access and defining their application privileges, to register custom applications, to execute programs and reports using Standard Request Submission, and to audit and monitor system processing. They also learn the purpose and operation of more...

Oracle Applications 11i Procure to Pay: Procurement Management ...internal corporate users to independently order items from both internal and external catalogs. Oracle iProcurement Home Page provides an intuitive, Internet shopping interface. Oracle Purchasing is a core component of Oracle Internet Procurement Suite and it enables buyers to manually procure goods or services. This course introduces the learner to the Internet procurement process using the more...

Oracle Applications 11i Procure to Pay: Supplier Management and Payments This is the second course in a two-part series. This course provides information on how to use the Oracle Application products that map to the Procurement to Pay process. The Oracle Application products offer learners an intuitive, Internet shopping interface that enable them to independently procure goods or services from both internal and external catalogs. Learners can also manage catalog and more...

Project Management Professional Time Management II Project Management: Time Management II, is the fourth of eleven courses in this curriculum. After the completion of this course you will be able to determine the appropriate project activities to crash, determine the appropriate project activities to fast track and identify the implications of resource leveling. The Prime-Project Management Professional curriculum introduces advanced level project more...

Working with Your Customer s Key Players ...ng contacts at target accounts that can become part of an internal "network of coaches" for the sales process. Then, you'll learn about gaining access to senior-level management and dealing with "gatekeepers." By effectively communicating with the right people in your accounts, you'll help to ensure positive sales results Individuals responsible for sales, sales support, business or account more...

Gaining Access to Key Personnel at Your Target Accounts In this course, you'll learn about the second major component of the territorial account sales approach: communication. You'll start by learning about coaching relationships. A vital part of your sales effectiveness depends on finding a key contact in each target account that can become your internal coach for the sales process. Then, you'll learn about gaining access to the right level at your more...

Sales Negotiations Fundamentals of Negotiation In Sales Negotiations - Fundamentals of Negotiation, you will learn advanced ways to approach negotiation and how best to prepare effective negotiation strategies to increase profitability in your sales cycle. You will also learn what it takes to develop and build mutually beneficial negotiation relationships, as well as best practices in improving your negotiation communication among new and more...

ITIL The Service Desk and Incident Management ...internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services are divided into core processes within more...

Excellence in Internal Customer Service ... everyone within the organization works to provide their "internal" customers with better service, then the end customers will receive a much higher quality service in the long run. Focusing on your internal customers not only helps your organization to survive and prosper, but also has the added benefit of motivating your employees, meeting their needs, and promoting a satisfying environment more...

Working With Internal Customers ...the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately makes your organization more financially secure. Giving great service to your internal customers means that people you work more...

Overcoming Internal Customer Service Problems ...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 this course, you'll learn the more...

Internal Customer Service Conflict and Complaints Simulation ... part of customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice handling customer service more...

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 more...

Professional Skills for Customer Service Agents As a customer service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering more...

Managing Challenges in Customer Service During an average working day in a call center, customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all more...

Cross-selling in a Customer Service Call If there's one advantage most companies have learned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing more...

Customer Service Agent Skills Simulation Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist more...

Consulting with the Internal Client Simulation ...Internal consultants have become more and more prevalent in the business world today. Rather than hiring an outside firm, many companies are building their own internal consulting units. These units are faster, cheaper, and more connected to the projects they manage. Internal consultants within these units must have strong communication, research, diagnostic, and presentation skills. In this more...

Evaluating Internal Assignments ...sonally? Of course, success depends on your ability as an internal consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This course will help you to review internal consulting projects, complete successful handoffs, and identify improvement opportunities to "kick start" your personal development. Anyone with some specialist more...

Essentials of Internal Consulting ...haps you've now been asked to deploy your knowledge in an internal consulting role. Or maybe you've always been attracted to this role and you would now like to find out more? What will it mean for you? What does an internal consultant do? How do you become one? And if you have just become one, what is expected of you? This course addresses these questions. If it is a new role for you, it will more...

Managing Delivery Delivering to clients is the most important thing you do as an external consultant. Everything else--the selling and the fighting to win the contract--stands for nothing if you fail to deliver outstanding results time and time again. To keep your reputation intact, delivering to time, quality, and budget is the very least that you must achieve. To ensure that clients remain enthusiastic about what more...

A Workable Solution for Internal Clients ...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 don't want to be seen as a "visitor" who more...

Establishing a Relationship with Internal Clients ...internal to your organization, you still need to spend time getting to know them, and understanding what it is they require from you. When you are dealing with internal clients, there may be a temptation to think you know everything about them, and about the project. This course will stop you from making that mistake. It will enable you to understand your clients' needs clearly, in terms of more...

Internal Consulting Skills ...internal consultant? What skills do you have already, and which should you develop further? This course gives you the opportunity to review your existing abilities and ways of improving your current performance. Internal consulting is not only about your specialist or technical knowledge. It's about your ability to communicate. If you fail to get your message across to other people, your ideas more...

The Technical Professional as Internal Consultant Traditionally, consultants have been seen as experts outside an organization who are hired to appraise a situation and recommend paths toward improvement. These agents of change may be brought in to downsize a company, recommend efficiency improvements, recommend ways to improve employee morale, or facilitate other changes. Today, companies are selecting technical professionals within the more...

Creating Effective Contracts When you hear the word "contract", you may think of a written, legal document. However, when it comes to consulting relationships, contracts are more about setting expectations and involving the right people instead of setting legal parameters. In this course, you'll examine how to approach contracting, the considerations that are most important, and how you should approach the contracting more...

Communications Planning and Information Distribution ...onsible for distributing information to all stakeholders--internal and external--concerning all project management Knowledge Areas. In this course, learners will be given an overview of project Communications Planning and Information Distribution. They'll be introduced to best practices outlined in the Project Management Body of Knowledge (PMBOK Guide) -Third Edition, published by the Project more...

Performance Reporting and Stakeholder Management ...onsible for distributing information to all stakeholders--internal and external--concerning all project management knowledge areas. In this course, learners will be given an overview of performance reporting and managing stakeholders. They'll be introduced to best practices outlined in "A Guide to the Project Management Body of Knowledge" (PMBOK Guide) - Third Edition, published by the Project more...

Project Management Professional Integration Management Project Management: Integration Management, is the first of eleven courses in this curriculum. After the completion of this course you will be able to identify strategies for aligning project plans with other activities in the organization, define the five key general management skills essential to project management and identify the steps in implementing a change control system. The Prime-Project more...

Project Management Professional Scope Management Project Management: Scope Management, is the second of eleven courses in this curriculum. After the completion of this course you will be able to identify sources of scope creep, identify the steps in controlling scope creep and identify the steps in scope verification. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas more...

Project Management Professional Time Management I Project Management: Time Management I, is the third of eleven courses in this curriculum. After the completion of this course you will be able to calculate the critical path, calculate float and identify essential network concepts. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, more...

Project Management Professional Cost Management Project Management: Cost Management, is the fifth of eleven courses in this curriculum. After the completion of this course you will be able to calculate a cost performance index, calculate a schedule performance index and calculate your estimate at completion using three different methods . The Prime-Project Management Professional curriculum introduces advanced level project coordination more...

Project Management Professional Quality Management Project Management: Quality Management, is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to identify quality management principles, interpret control charts, identify the steps involved in creating a cause and effect diagram and use Pareto analysis to identify the primary causes of a problem. The Prime-Project Management Professional more...

Project Management Professional Human Resources Management Project Management: Human Resource Management, is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to recognize the impact of organizational structures on project management, identify the five key barriers to collaboration and identify appropriate strategies for selecting project personnel. The Prime-Project Management Professional curriculum more...

Project Management Professional Communications Management Project Management: Communications Management, is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the six evaluation criteria for a project communication system, identify five situations where exception reporting is required and measure the performance of a project using earned value analysis. The Prime-Project Management more...

Project Management Professional Risk Management Project Management: Risk Management, is the ninth of eleven courses in this curriculum. After the completion of this course you will be able to identify the four responses to risk, identify methods of prioritizing risks and calculate the expected monetary value for different decisions. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques more...

Project Management Professional Procurement Management Project Management: Procurement Management, is the tenth of eleven courses in this curriculum. After the completion of this course you will be able to identify the key components of a formal solicitation, compare providers in terms of multiple criteria and identify the key contract types. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques more...

Project Management Professional Certification Review Project Management: Certification Review, is the last of eleven courses in this curriculum. After the completion of this course you will be able to know how best to prepare for PMP certification, be prepared for questions on the PMBOK knowledge area of project integration management, project scope management and project time management. The Prime-Project Management Professional curriculum more...

Making Group Decisions Working Together This course introduces several strategies to recognize and overcome challenges that can hamper a general group consensus. Professionals who want to resolve workplace challenges more effectively. more...

Advanced Project Leadership Organization Strategy and Business Needs Advanced Project Leadership: Organization, Strategy and Business Needs teaches project managers how to be successful managing high profile projects in large corporations by learning how to navigate different organization types, and what role project management plays in the different organization types. You will acquire the skills necessary to determine company strategy and the process to use that more...

Personal Accountability Working for Your Inner Boss Most employees in business organizations must answer to someone else. From the top of the organization chart to the bottom, nearly every manager and employee must look to a supervisor, a director, or even a customer to establish priorities, assign tasks, set deadlines, and evaluate results. Whoever gives this direction is called the boss. On one level, the boss decides how employees will perform more...

Self-empowerment Managing from Within Have you ever thought that you could be the best boss you've ever had? By developing attitudes and skills that empower you, you can manage from within and become your own best boss. Self-empowerment is the process of taking responsibility for your attitudes, behaviors, and actions at work to maximize your effectiveness. As an empowered employee, you will be driven by ownership, initiative, and more...

Developing a Positive Attitude Oftentimes your success or failure depends not only on the situation you are in, but how you react to that situation. Your reaction to the situations you encounter is significantly influenced by your attitude. Having a positive attitude involves looking for the best in a situation, being realistic about possibilities and consequences, and having the courage to believe that you can succeed. It more...

Preparing a Business Case Why put time and effort into preparing, writing, and presenting a business case for new projects? Why not just talk to the manager and get his approval for the project? The answers to these questions lie in the fact that organizational budgets for new projects are typically very tight and, as such, your project will be competing against other projects for funding. Without a written business case, more...

Writing a Business Case Which would you rather do: prepare a business case for your latest project or go to the dentist? Given the choice, many of us would tend to choose the latter.Whether you want to invest in product development or reinvent your business processes with new marketing channels, it is now more important than ever to have a business case that is carefully planned, written, and presented, especially when more...

Presenting Your Case Have you ever attended a presentation that failed because the presenter was ill prepared or ineffective in his approach? A successful presenter must possess the proper skills to plan and deliver an effective business case presentation and employ strategies to establish and maintain the audience's attention. This course examines the careful planning and delivery of a business case presentation. It more...

Preparing an Effective Internal Business Case Simulation For the purposes of this simulation, you are a senior product line manager of women's apparel for Zenith Athletics a national manufacturer of athletic gear and clothing. When an ambitious subordinate proposes a major market-research project geared toward the creation of a new line of mom-and-tot exercise apparel, you offer your assistance in the preparation of a business case. Tasks focus on the more...

Succession Planning Management So, you have a succession plan and you've identified some problems. What do you do now? By taking this course, you will learn how to establish a leadership and talent development program that will ensure your succession plan achieves its goals. You will also learn how to overcome some common challenges that management teams face when trying to find the right people for a position. Since succession more...

Recruiting and Selecting Candidates HRCI PHR The Human Resource Certification Institute's (HRCI) certification examinations, HRCI/PHR (Professional in Human Resources certification), cover a broad range of workforce planning and employment issues, including the recruitment and selection of new employees. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' more...

Hiring Considerations Recruitment is a complex and important activity for a manager. Effective hiring requires effective preparation. The recruitment process must be fair and safe, and there is plenty of legislation to trip up the unwary manager. Getting any part of this wrong is expensive, time consuming, and damaging to the good name of the company. This course will give you a brief overview of the major employment more...

Recruitment and Selection HRCI PHR The Human Resource Certification Institute's (HRCI) certification examinations, HRCI/PHR (Professional in Human Resources certification), cover a broad range of workforce planning and employment issues, including the recruitment and selection of new employees. The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' more...

Managerial Decisions and Capital Budgeting Business decisions involve choosing between alternative courses of action and developing formal plans for future action. This course explains several methods of analysis that can help business managers to choose alternatives that offer the highest rate of return on investment or the greatest reduction in costs. In this course, topics such as capital budgeting and managerial decisions provide you more...

Overview of Managerial Accounting ...d nonfinancial information to business managers and other internal decision makers of an organization. This course examines how managerial accounting information is gathered, and how it is used by business professionals to make effective decisions. Lessons such as fundamentals of managerial accounting, cost accounting concept, and managerial accounting approaches will provide you with the more...

Accounting for Cash Control ...rotected. This course explores the accounting methods for internal control of cash such as petty cash, bank reconciliation, and payroll. Understanding the processing, recording, and safekeeping of cash are vital to the financial stability of a business. Individuals who require knowledge of the basics of accounting, who are starting a business, who are learning to manage the accounting more...

Six Sigma and the Voice of the Customer Do you know the phrase, "caveat emptor"? It's a Latin term that means, "Let the buyer beware." It's also a legal principle stating that consumers must purchase goods at their own risk, because unless specifically asked, the seller is generally under no obligation to disclose defects. Caveat emptor once struck fear in the hearts of many wary consumers. Fortunately, the tide has turned. Increased more...

Six Sigma Introduction There has been an increased interest in Six Sigma in recent years. But what is Six Sigma? This course will introduce you to the foundational concepts of the Six Sigma philosophy and process. It will help you successfully participate in your organization's Six Sigma program. First, you will learn how poor quality harms your business. You will explore what Six Sigma means and the critical elements more...

Competitive Factors in Strategic Marketing You've got a great idea for a new product or service for your organization, or a major enhancement for an existing one. Now you've got to present the case to the decision-makers to go forward. What kinds of topics should you include in your strategic marketing plan? In this course you'll learn exactly what to consider as you develop and present your plan, including market data and competitor more...

Writing a Marketing Plan Phase 1 This course will define the marketing plan, types of plans and outline the purposes for using a marketing plan. You will then get started on writing the plan by establishing objectives and working on introductory elements. Then, you'll complete a situational analysis that evaluates the overall market, industry, internal and competitive factors pertinent to your product or service. Finally, you'll more...

Elements of Marketing Strategy You want to develop a powerful, and well-documented marketing strategy in order to get your new product or service approved. This course is designed to give you a strong start in developing your marketing vision, direction, and ultimately a plan. You'll get an overview of the key factors encompassing the broad scope of strategic marketing. You'll be able to discuss cost structures and their more...

Developing and Deploying Strategic Plans ...ther success factors include understanding market forces, internal strengths and weaknesses, stakeholders, relevant technology, and legal and regulatory factors. With these considerations, an organization's action plan can be developed and deployed, and its effectiveness evaluated.This course explores the concepts of strategic planning models, business environmental analysis, and strategic plan more...

Customer Focused Management ...course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify and segment external customers, while anticipating customer priorities, needs, and expectations. Strategies for incorporating customer service principles are also analyzed. It is aligned with the Quality Management Division of the American more...

Continual Quality Improvement ...ontinually improved. These activities, along with ongoing internal audits, provide data that is analyzed to guide both corrective and preventive improvements to an organization's work flow processes, products, and services. These guidelines also help to identify and segregate nonconforming products before they reach the customer. This course is designed for all quality assurance stakeholders more...

Steps for Successful ISO Registration ...nagement commitment must be obtained, a steering team and internal audit program established, and the appropriate registrar selected. Preparing for registration involves creating four levels of documentation beginning with the quality manual, identifying areas that require improvement, and ensuring quality procedures and work instructions are in place. This course emphasizes the importance of more...

Code of Conduct - The Work Place This course enables you to identify guidelines for working in a secure and healthy environment and to recognize the importance of clear boundaries and effective communication both internal and external to the company. Compliance areas covered include discrimination and harassment, EEO, violence, safety and health, environmental safety, political activities, quality communications, and crisis more...

Intellectual Property Overview ...le 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 potential consequences of violating intellectual property rights. The course covers current copyright, patent, and more...

Record Retention ...ocumented record retention policy supports your company's internal documentation and accounting systems and addresses the compliance requirements of state and federal law. While disposing of too many records can increase a company's legal exposure, disposing of too few records increases the costs of storing the records. In this one-hour course, you'll learn how to identify which records must be more...

HIPAA Implementing Privacy Rules ... the healthcare industry. Organizations that don't change internal procedures to comply with HIPAA regulations risk significant fines. This course offers a practical guide to implementing and complying with the HIPAA privacy rules. The course helps healthcare professionals, managers, and staff personnel understand HIPAA regulations and how to implement the changes required for compliance. more...

Object-Oriented Analysis and Design with UML Design and Implementation Issues To describe the main principles of designing and implementing an object-oriented model Web developers more...

Exchange Server 2003 Security Implementation To outline some of the tasks for configuring Exchange Server 2003 to deal with internal and external security threats Systems administrators, systems engineers, systems analysts, IT consultants, and support professionals with responsibility for planning, implementing, and maintaining Microsoft Exchange Server 2003; learners preparing for MCSA certification exams more...

Designing an Exchange 2000 Model To explain how to analyze the design of an organization's administrative model and routing group topology Students preparing for Microsoft Exam 70-225 Designing and Deploying a Messaging Infrastructure with Microsoft Exchange 2000 Server, IS administrators, network administrators, IS consultants, and staff involved in the support of IS systems who wish to attain an understanding of the design and more...

Firewalls and Access to Internal Resources with Microsoft ISA Server 2000 To describe securing the ISA server and explain publishing IT Professionals including web administrators, network administrators, and security administrators but not network architects more...

Access Configuration in ISA Server 2004 ...e access to Internet resources and to configure access to internal resources IT professionals responsible for implementing network and perimeter security measures, including Internet firewalls, application layer filters, and screened networks; IT professionals responsible for implementing caching servers and additional mechanisms to protect public-facing Web servers; IT professionals who have a more...

Installing Configuring and Troubleshooting PC Components To recognize how to install, configure and troubleshoot PC components The for this path includes computer technicians who have accumulated 500 hours hand-on experience in a lab or in the field and, ideally, have completed the A Essentials exam (220-601) more...

Web Security This WestNet e-Learning module covers Security Considerations, Security Management, and Firewall Considerations. With the increasing number of transactions occurring on the World Wide Web (Web), a logical, thorough security policy is crit-ical to maintaining consistent operations and ensuring quality content. Deciding what type of software services will be allowed on your site and what kind of more...

Gathering Requirements This module outlines a formal five-phase approach to network design. . It can be used by an outside consultant or an internal Information Services (IS) group. This network design process, as presented here, is very methodical. This level of detail helps ensure that the designer gathers all necessary information, considers all options, and keeps all key players well informed. Experienced network more...

Accessing Remote Networks The Accessing Remote Networks WBT is the fourth course of this curriculum. This curriculum prepares the students for the CompTia's Network Certification exam. The course is meant for system administrators and network professionals who want to understand and apply remote connectivity concepts, such the distinction between PPP and SLIP, the purpose and function of PPTP, and the advantages and more...

Monitoring and Managing IP Telephony Using Internal Server Tools To demonstrate how to manage and monitor an IP telephony solution using internal server tools IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT) more...

Building and Securing VoIP Networks To identify how to implement numbering plans and scalable dial plans for VoIP networks, calculate existing bandwidth and additional bandwidth requirements for voice and data traffic, and recognize the implications of implementing security measures in IP networks that transport voice IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates more...

Configuring Basic and Complex Route Plans To configure basic and complex route plans in Cisco CallManager featuring hunt groups with final forwarding and call coverage and to determine the outcomes for calls placed in call hunting and call forwarding scenarios. IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP Telephony solution; candidates preparing for the Cisco IP more...

SAP R 3 Release 4 6 Fundamentals To describe and demonstrate how SAP R/3 Release 4.6 application modules support business activities New SAP R/3 Release 4.6 end-users more...

ABAP Programming I To create a basic and an interactive report program using ABAP and to recognize how to preform basic object-oriented tasks such as creating and instantiating a class Project team members who will be involved at a programming level in customizing SAP implementations using SAP's ABAP programming language more...

Oracle 11i10 Order to Cash Order Creation and Setup This course describes the methods for creating BSAs, internal orders, and drop shipments. The course also describes the options for scheduling, booking, copying, and importing orders. In addition, this course covers the essential and optional steps for setting up a sales order. The target audience is Functional Implementers and Implementation Consultants for Oracle E-Business Suite applications. more...

Manipulating Large Objects in PL SQL To use LOBs and the DBMS_LOB package Database administrators, application developers, and database operators more...

SAP R 3 4 6 CO Cost Center Accounting Organization and Basic Settings The Computer Based Training course (CBT) SAP R/3 4.6 CO Cost Center Accounting Organization and Basic Settings is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module, with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks. The following more...

SAP R 3 4 6 CO Cost Center Accounting Master Data ...omizing features and master data that are used in R/3 for internal accounting tasks. The intended audience for this course includes all personnel managing or contributing to cost and profit controlling activities using the SAP R/3 CO system, and User Support and Project Team members requiring a business user perspective of Cost Center Accounting practices within the CO system. Suggest taking more...

SAP R 3 4 6 CO Cost Center Accounting Periodical Allocation and Reports The Computer Based Training course (CBT) SAP R/3 4.6 CO Cost Center Accounting Periodical Allocation and Reports describes the processes that take place when actual postings are carried out in Cost Center Accounting. It also explains how documents are entered, posted and reversed. Furthermore, it looks at reporting in Cost Center Accounting, and shows you to use and configure reports to suit your more...

SAP R 3 4 6 CO Cost Object Controlling ...O Cost Object Controlling gives employees, working within internal accounting, an overview of tasks within cost element accounting dealing with all the costs related to the production process and important for the product cost calculation. The initial unit provides an introduction to SAP R/3 4.6 s fundamental features; explaining how to log on to the system as well as navigating around the more...

SAP R 3 4 6 CO Cost Center Accounting Settings for Periodical Processing ...Centers, allocations and reports that are used in R/3 for internal accounting tasks. The following audiences are targeted: All personnel managing or contributing to cost and profit controlling activities using the SAP R/3 CO system. User Support and Project Team members requiring a business user perspective of Cost Center Accounting practices within the CO system. There are no prerequisites to more...

Building and Modifying Web Sites in FrontPage 2002 To explain how to build and modify web sites using FrontPage 2002 Anyone wishing to become familiar with FrontPage 2002 at an advanced level or needing to create professional-standard Internet or intranet sites quickly and easily; students who wish to become certified as a Microsoft Office User Specialist more...

Excellence in Service - Fundamentals for Employees In Excellence in Service: Fundamentals for Employees you will learn how to develop the skills needed to effectively relate to customers fulfill their needs and develop a positive customer service attitude. You will understand the importance of going beyond just satisfying customers. You will also differentiate between internal and external customer needs and understand the relationship between more...

Business Code of Conduct: Ethical Responsibility This course examines ethical responsibility in the workplace by focusing on relationships with customers prospects competition suppliers creditors and employees. identify effects of ethical behavior on the internal constituencies of a company. identify effects of ethical behavior on the external constituencies of a company. identify features of a corporate code of conduct. identify issues that a more...

Advanced Project Leadership: Bringing Home the Value Advanced Project Leadership: Bringing Home the Value teaches project managers to consider both the monetary and non-monetary value of a project first of all by understanding how a project supports strategy. Project Managers will learn how to calculate Earned Value Return on Investment and Net Present Value. They will also learn how to interpret the results to make decisions about the value of a more...

CompTIA A+ 2003 Hardware Part 2 - Installation and Troubleshooting This course teaches about SCSCI devices and how to configure Bus Architecture. Participants learn about internal and peripheral device installation and upgrade. Finally guidelines for problem isolation diagnostics and troubleshooting are taught.  more...

CompTIA A+ 2003 Hardware Part 2 - Installation and Troubleshooting This course teaches about SCSCI devices and how to configure Bus Architecture. Participants learn about internal and peripheral device installation and upgrade. Finally, guidelines for problem isolation, diagnostics and troubleshooting are taught. more...

Cisco Building Scalable Networks Part 4 - BGP This course covers the use and configuration of the Border Gateway Protocol (BGP). It covers the fundamentals of BGP operation. It also covers how to configure BGP and BGP verification. The problems that may occur when scaling the Internal Border Gateway Protocol (IBGP) are also covered. Various solutions including route reflection and policy control using prefix lists, are discussed. The course more...

Server+ Certification Part 2: Upgrading The is the second course in a four-part series on CompTIA's Server+ Certification. This course covers performing different types of backups and how to verify that a backup has taken place. Different types of upgrades that can be performed, such as adding a processor and hard drive, increasing memory, upgrading BIOS/firmware are covered. In addition, upgrading both internal and external peripheral more...

Customer Care: Who is the Customer? Customer Care: Who is the Customer? is the third of eleven courses in this curriculum. After the completion of this course you will be able to identify the four steps in the customer relationship management process identify internal customers and identify the benefits of value chain management. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job more...

Succession Planning: Successors, Plan Evaluations, and Planning Tools ...ons and Planning Tools you will learn about utilizing the internal labour bank of an organization and you will learn guidelines for using promotion policy and internal development strategies. The course also focuses on evaluation of the Succession Plan how vital this is both for the success of the plan and encouraging strategic support for the plan. Guidelines on evaluation strategies are more...

Strategic Management: Analyzing Strategic Options Strategic Management: Analyzing Strategic Options offers the student an overview of the information required to develop an effective strategic option consider appropriate issues when performing a strategic audit and use the SWOT review to analyze a company's situation. The program describes how to evaluate internal resources capabilities and core competencies and analyze external factors such as more...

Consulting Skills: Building Consulting Relationships Consulting Skills: Building Consulting Relationships explains how to determine whether your organization could benefit from a consultant's services. It also teaches how to manage internal resistance to consultants how to communicate effectively with consultants and what to include in a legally binding consulting contract.  more...

Consulting Skills: Serving as an Internal Consultant Consulting Skills: Serving as an Internal Consultant explains consulting roles and the skills required to succeed as an internal consultant. It identifies the processes for resolving conflict making ethical decisions and overcoming resistance to change as an internal consultant.  more...

Executive Level Leadership: Leadership and Communication Executive Level Leadership: Leadership and Communication addresses how leaders learn test and use information. In addition this program covers how to evaluate a leader's performance and how to address key issues that cause performance problems. This program also addresses the marketplace governmental and internal variables that affect daily operations.  more...

Business Ethics: Organizational Ethics In Business Ethics: Organizational Ethics you will learn about functional area ethics and organizational ethical principles as well as steps for developing a code of ethics and executing an internal ethical audit. You will also learn the four categories of corporate social responsibility and steps you can follow when social responsibilities clash.  more...

Server+ Certification Part 2: Upgrading The is the second course in a four-part series on CompTIA's Server+ Certification. This course covers performing different types of backups and how to verify that a backup has taken place. Different types of upgrades that can be performed such as adding a processor and hard drive increasing memory upgrading BIOS/firmware are covered. In addition upgrading both internal and external peripheral more...

SAP R/3 CO: Cost Center Accounting Organization and Basic Settings The Computer Based Training course (CBT) Cost Center Accounting Organization and Basic Settings is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks.  more...

SAP R/3 CO: Cost Center Accounting Master Data The Computer Based Training course (CBT) CO Cost Center Accounting I is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals of the Controlling Module with particular focus on the customizing features and master data that are used in R/3 for internal accounting tasks.  more...

SAP R/3 CO: Cost Center Accounting Settings for Periodical Processing The Computer Based Training course (CBT) SAP R/3 CO: Cost Center Accounting Settings for Periodical Processing is used to determine where costs occur within an organization and to assign costs to cost centers. You will learn the fundamentals focus on the customizing features as initial setups how to post within Cost Centers allocations and reports that are used in R/3 for internal accounting more...

SAP R/3 CO Cost Object Controlling This course is designed to show how Cost Object Controlling is carried out in SAP R/3. It provides a general introduction to the theory of Cost Object Controlling and introduces the relevant menus and screens. The course shows where direct costs and overheads are entered and covers aspects of bills of materials and routings. The steps involved in processing an order as well as the associated more...

SAP R/3 IM Investment Management This course deals with investment programs (structure planning and budget) internal orders investment procedures (characteristics master data postings accounts receivable depreciation settlement) and the information system (research planned values and budget values).  more...