From Serebra Learning Corporation
Design Team - Business Process Modelling 


Design
Team -
Business Process Modelling enables communication between staff working upon the analysis and design of processes and information boundaries in an organisation and the boundaries and scope of a system. The
Modelling activity produces diagrams which form the basis of both new information systems and business process engineering. This course teaches the whole process of applying each
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Royce Hotel Case Study 1: Understanding the Business 


...ore 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 of the most challenging of all of the corporate functions. The first stage in getting to grips with how an operation works is to understand the business you're dealing with. In this course you can take a hands-on approach to
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Royce Hotel Case Study 3: Inventory 


...ore 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 of the most challenging of all of the corporate functions. This course examines the critical area of
Inventory management. It explores why businesses hold inventory and the conflicting pressures influencing how much or how
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Royce Hotel Case Study 4: Quality 


...ore 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 of the most challenging of all of the corporate functions. This course examines the critical area of
Inventory management. It explores why businesses hold inventory and the conflicting pressures influencing how much or how
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Royce Hotel Case Study 5: Process 


...ore 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 of the most challenging of all of the corporate functions. This course examines 5 different types of process that a business operation can adopt: what each involves and the type of operation it's suitable for. It also
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Framing the Problem 
...on. This course is designed to help you effectively frame problems so that you're sure your line of sight is aimed straight toward the solution. You'll discover how to recognize and gather information about a problem so that all contingencies are accounted for and all subtleties considered. You'll learn how to uncover the various assumptions, both conscious and unconscious, that are typically
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Win2000 Professional Connect through Networks 
...equently encountered
Web service-related and connectivity problems, shows you methods to detect them, and enables you to find solutions. Related
Exam:
Microsoft Exam #070-210:
Implementing and Administering Microsoft Windows 2000. The course addresses the training needs of system administrators, network designers, and IT consultants. This course also addresses the needs of IT professionals who
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Large Network Case Studies 
In this module, we explore network availability, performance, and
Internet connectivity. As you work through this module, you will come to appreciate that all network design issues are highly interrelated. Likewise, real-world design projects often include multiple broad goals, often creating large and complex trade-offs.
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Facilitating On-site and Virtual Teams 
...s and provide strategies uniquely designed for addressing problems that arise during this phase. The course will also present techniques for strengthening your team and for evaluating team effectiveness. Finally, it will offer strategies for sustaining high performance, including techniques for boosting creativity and motivating through shared leadership roles. By understanding how a maturing
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ITIL The Service Desk and Incident Management 
Organizations that provide IT services to 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
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ITIL Service Level and Capacity Management 
IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way. The delivery and support of IT services
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ITIL Problem and Change Management 
...ery information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (
ITIL) is the most widely accepted approach to IT service management (
ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve
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ITIL Continuity and Availability Management 
American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye. The delivery and
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ITIL Financial and Security Management 
IT organizations face numerous challenges every day. Two of the biggest challenges are to become and stay profitable and to protect their systems from unauthorized access. The IT infrastructure library (
ITIL) is the most widely accepted approach to IT service management (
ITSM), and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to
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Overcoming Internal Customer Service Problems 
... 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 art of sustaining excellent service, and recovering
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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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Professional Skills for Customer Service Agents 
...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 a few vital skills.
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Managing Challenges in Customer Service 
...ct 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 of these calls and customers with speed, skill, accuracy, and composure. This course helps
CSAs to manage these challenges successfully. It teaches CSAs
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Evaluating Internal Assignments 
So, is it success or failure? It's crucial that you take time to review your project and confirm outcomes on completion. What has been achieved, and what didn't go as planned? And how have you performed personally? 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
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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
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Diagnosing and Planning 
Your success as a consultant depends on your ability to diagnose each situation correctly. You need to use your previous experience, and bring fresh ideas to every new contract. Frameworks and models help you to make an effective diagnosis. They help you to evaluate the strategic position of the client organization, which is vital. To deliver solutions that are relevant and appropriate to the
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Effective Communication Skills 
...these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare
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Managing the Quality of the Customer Support Service Center 
...problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support
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Establishing Team and Customer Relationships 
This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a
Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a
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Managing Efficiencies of IT Projects 
...nt techniques that address common application development problems. You will also learn what you can do to manage development problems and what steps you can take to increase the quality of application systems. This course is specifically targeted at IT project managers and IT professionals preparing to take on IT project management responsibilities. Managers who support IT project managers,
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Project IT Management Simulation - Design to Rollout 
American
Auto is a large automobile company that designs, manufactures, and markets cars and trucks worldwide. With its one price and no-haggle sales approach, the company has been very successful and enjoys a continuous increase in its customer base. To further simplify the buying process,
American Auto has recently embraced the idea of upgrading its web site's virtual showroom to allow for
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Troubleshooting and Closing the Project 
The factors that can affect a project are numerous and often hard to pinpoint. Conducting meetings and using advanced tools, such as formulas and graphs, allow the project manager to properly define the health or status of the project. This course outlines how to conduct effective meetings and presents some troubleshooting tools that can be used during the project life cycle. It also presents the
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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.
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Decimals and Percents 
A basic understanding of decimals and percentages is key to any businessperson, whether tallying costs for warehouse supplies or estimating resource allocation. This course instructs the learner in the following: how to use decimals, including addition, subtraction, multiplication, and division; how to solve problems involving percentages to determine portions, a rate, a whole unit, and increases
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Ratios Averages and Graphs 
Whether tracking profitability or portraying the rate of inventory consumption, knowledge of ratios and averages is indispensable in the business world. Using real-world scenarios, this course explains the concepts of ratio, proportion, and how to compare different kinds of numbers; and discusses simple, weighted, and moving averages. Anyone who needs to apply basic math skills to business
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The Basics of Listening 
... the whole message when someone talks to you? If you have problems receiving information that is verbally communicated, this is the course for you. This course will familiarize you with the communication and listening processes, and how listening functions within communication. You will discover the factors and variables that influence communication and listening and learn strategies to
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Enhancing Your Listening Skills 
...later forget what your supervisor told you? You can avoid problems like these by using effective listening skills. Effective listening helps you to know what's going on in your organization, get cooperation from your co-workers, solve problems, and be successful in your work. However, most people don't listen very well. This course will help you to improve your ability to listen to others. You
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Teamwork and Results Without Authority 
When it comes to being a member of a team, what role do you think you should play? Legendary
Alabama football coach
Bear Bryant said, " In order to have a winner, the team must have a feeling of unity; every player must put the team first--ahead of personal glory."
Yet, according to general
George S. Patton Jr., "If everyone is thinking alike then somebody isn't thinking."
When it comes to getting
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The Impact of Culture on Communication 
Everything you say is influenced by culture. You operate with a set of invisible beliefs, values, and assumptions that become apparent to other people in the way you behave. Culture is important to the way you communicate, even though it is often hidden. Understanding more about culture can be a real bonus when working as part of any global organization. Showing your customers and coworkers in
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Creating Successful Solutions Identify the Core Issues 
This course introduces techniques to help learners quickly analyze situations by identifying the root cause, investigating the contributing factors, and prioritizing the solution requirements. All levels of professionals who supervise the performance of other staff members.
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Talent Management Selecting Talent 
This course will provide an overview of the talent management process, focusing on the three areas of attracting, developing, and retaining talented people in an organization. The course deals with the issue of talent management from the company?s, as well as the employee?s perspective. This course will emphasize on developing the individuals within a company. HR professionals and managers within
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Attracting Motivating and Retaining Technical Professionals 
...problems finding and keeping technical professionals, you're not alone. In our financially competitive and technologically advanced business world, technical professionals are in great demand. Managers need to find ways to attract top-performing technical employees and keep them once they're on the job. In fact, surveys show that managers list attracting, motivating, and retaining these
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Leadership Development for Technical Professionals 
...tion in order to deal with work teams effectively and the problems that can arise in the work setting. This course will develop your abilities to plan and facilitate productive meetings, resolve conflicts, and create team-based approaches to managing. These skills will better prepare you for your role as a manager, and assist you in motivating and empowering your employees. This course is
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Mentoring Essentials Simulation 
...opment, and guide
Tilly through personal and professional problems. During this first month, you will practice: supportive listening, giving effective feedback, guiding by asking questions, advocating for your protege, maintaining professionalism through problems, and much more. The simulation is based on the
SkillSoft series
Mentoring Essentials and contains links to the following SkillSoft
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Preventing Problem Performance 
Obviously, one of the starting points for managing problem performance is to prevent it from becoming so. This is a general part of effective management, focusing on those aspects of the managerial task specific to preventing problem performance. This means employing an effective selection procedure that is based on an accurate identification of the job requirements, and then using the first
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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
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Managing Cross-Functions 
...problems and challenges of the current global business environment. Managers must now rely upon other divisions, departments, or functions in order to allocate resources, prioritize their staff time, and cooperate with each other. This requires that managers develop a degree of systems thinking where managers operate in a large interconnected system of value chains. These developments place a
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Selecting the Best Applicant 
Making decisions is always difficult, and that applies particularly to choosing a new employee. This course will show you the most effective methods for evaluating and choosing the best applicants. It will show you how to analyze the information from the interview--by working in a focused framework--and how to compare candidates. You will examine and avoid the most common problems with decision
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