Online Quality eLearning Training

Master s Specialist Workshop Technical Documentation Quality Management Modules 7-9 Study of all phases of documentation project management, focusing on plans and models of publications management. more...

The World of Wine How to Taste Select a Quality Bottle of Wine This course is designed for the novice wine drinker who wants to broaden his/her knowledge of wine. more...

Guardianship Decisions for Elderly Loved Ones Course description -- Being designated as a guardian for an elderly or otherwise disabled loved one can be a daunting responsibility. This course will remove some of the apprehension and fear by providing specific directions for determining appropriate care alternatives, alerting you to pitfalls, giving you ideas for maintaining the loved onea s quality of life, and enlisting the support of more...

Choosing a Childcare Provider Course description -- There are numerous options from which to choose a child care provider, and ita s important to find the one that meets your needs the best. This course has guidelines and tools for identifying the essential services that you should expect, determining the competence of the child care staff, matching a childa s needs with the providera s capabilities, and assuring that the more...

Telephone Skills for Quality Customer Service Course description -- Telephones are an everyday part of business and often aid in your customersa first impression of your company. This course identifies telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You will learn tips for handling the telephone, ways to manage the discussions, and more...

Laboratory Audit Essentials ... It is vitally important that the data are of the highest quality to avoid costly resampling and budget overruns. The goal of this course is to provide information so that an individual can conduct an environmental laboratory audit. A laboratory audit ensures that the laboratory has quality systems in place, follows good laboratory practices, and generates data of integrity and quality. This more...

Newsletter Writing for Non-Profit Organizations The Student will learn how to create a quality newsletter from concept through mailing on a limited budget. more...

Introduction to ISO 9001 2000 ISO 9000 is increasingly becoming the standard for doing business. Organizations worldwide are implementing ISO 9000 Quality Management Systems. What is ISO 9001:2000 and what does it require? Learn to understand the requirements and apply the standard within an organization. more...

An Introduction to Food Handling Safety and Sanitation An overview of proper food handling while maintaining a high quality environment. more...

How To Master Customer Service ... your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very important, difficult customers. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER more...

MS Access 2000 CoursePak Textbook CD A quality MS Access training system proven in thousands of classrooms and hundreds of offices worldwide. more...

MS Excel 2000 CoursePak Textbook CD A quality MS Excel training system proven in thousands of classrooms and hundreds of offices worldwide. more...

MS Word 2000 CoursePak Textbook CD This is the same high quality MS Word software training system proven in thousands of classrooms and hundreds of offices worldwide. more...

Management & Leadership Continuous Quality Improvement (CQI) Training Program This course will teach you how to effectively and efficiently implement a system of Continuous Quality Improvement (CQI) for your organization. more...

Productivity Management & Leadership Success Training Program This course will teach you how to effectively and efficiently Improve Productivity, Organizational Morale and Quality simultaneously. more...

Project Team - Controlling A Project Project Team - Controlling A Project is a comprehensive course that teaches both the philosophy and the practical application of effective project management. The course is entirely self-contained, but it can also be used as a support tool for an existing in-house training course or as the basis for promoting a detailed in-house method. Project Team - Controlling A Project will enable you to more...

Phone Skills : Preparing for a Call ...cations. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your records and appointment book up to date. It will more...

Phone Skills : Transferring Calls ...cations. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It encourages consideration of both the caller and your colleague when you take messages in your workplace. It also gives valuable tips and hints on dealing with protective secretaries and answer more...

Phone Skills : Ending a Call and Following Up ...cations. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. Leaving a good impression is as important as making initial contact. This course covers the tactics you can use to steer a call to the conclusion you've planned. It also shows you how important it is to keep your records and appointment book up to date. It will more...

Phone Skills : Taking and Leaving Phone Messages In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you identify what makes an effective phone message and give you guidance on giving and taking messages that people can act on successfully. more...

Phone Skills : Giving & Getting Information by Phone In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare to give or receive information by phone and give you some practical tips and hints for communicating information well. It more...

Phone Skills : Negotiating on the Phone In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well for concluding negotiations on the phone. It will help you stay in control and get results when you're negotiating, through effective preparation and more...

Phone Skills : Cold Calling & Selling by Phone In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're cold calling or selling over the phone, through effective preparation and good more...

Phone Skills : Handling Angry Callers ...cations. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and reduce your stress levels when you're dealing with angry callers over the phone, through effective communication skills. You can explore how to make your point more...

Phone Skills : Making Difficult Calls ...cations. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills. It explores some general tips and hints for more...

Writing Skills : Editing your Writing Clear writing demonstrates clear thinking and in business writing can be one of the most powerful and persuasive tools for getting things done. This course focuses on helping you achieve results with written communication and on increasing your effectiveness in black and white. It will outline the value of spending quality edit time and give you practical tips and hints for editing objectively and more...

Phone Skills : Essential Phone Communication Skills ...cations. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It emphasises the importance of active listening, examines more...

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...

Putting Customers First Learn why you must care for your customers In today's business environment there's often little to choose between one organisation's products/services and another's. Quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty. more...

Babcock and Wilcox Case Study: Operations Overview 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 more...

Royce Hotel Case Study 1: Understanding the Business ...ophisticated, 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 of the most challenging of all of the corporate functions. The more...

Royce Hotel Case Study 2: Planning and Control 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 more...

Royce Hotel Case Study 3: Inventory ...ophisticated, 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 of the most challenging of all of the corporate functions. This more...

Royce Hotel Case Study 4: Quality ...ophisticated, 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 of the most challenging of all of the corporate functions. This more...

Royce Hotel Case Study 5: Process ...ophisticated, 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 of the most challenging of all of the corporate functions. This more...

Royce Hotel Case Study 6: Bringing it Together ...ophisticated, 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 of the most challenging of all of the corporate functions. In more...

Apply the Theory: The Ford Motor Company Case Study ...ophisticated, 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 of the most challenging of all of the corporate functions. In more...

Project Management: The Fundamentals Participants in Project Management: The Fundamentals will understand the importance of project management and learn to differentiate between product and project management. They develop an understanding of the roles and responsibilities of the project manager, the various aspects of the project environment, and the importance of developing a quality project team. In addition, they become familiar more...

Project Management: Quality Standards Participants in this program learn the importance of developing and fulfilling quality standards. They learn how to develop a project quality plan and avoid the costs of less-than-optimal quality. In addition, they learn some quality control techniques that they can use when managing a project. more...

Project Management: The Process In this program, project managers learn about the five steps in the project management process. They learn how to integrate considerations of project scope, time, cost, quality, human resources, communication, and risk to complete a project successfully. more...

Project Management: Quality Standards ...quality, addresses the key issues of quality management, and describes the contributions of quality management pioneers Deming, Juran, and Crosby. This program also covers quality planning issues and techniques. In addition, you will learn how to perform specific planning activities that will positively impact project quality, as well as how to use checklists when performing quality management. more...

Excellence in Service: Providing Superior Customer Service In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints. more...

Excellence in Service: Communicating with Your Customers In Excellence in Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively more...

Microsoft Visual InterDev 6.0: Building Web Sites and Pages This is the second course in a five part series that will help students prepare for the Microsoft Certified Professional exam 70-152, Designing and Implementing Web Solutions with Microsoft Visual InterDev 6.0. At the completion of this course, students will learn to identify the deployment stages of a Web project and create a Web project; deploy applications on the Web and use the team more...

VoIP Network Quality of Service Techniques ...QoS service details necessary to provide acceptable voice quality over the best effort data network. Here, we first discuss general converged network QoS requirements. We find that QoS parameters extend beyond just bandwidth and delay, but also include jitter, packet loss, network availability, and security. We discuss traffic shaping and admission control, and learn how we can use admission more...

Overview of Business Process Management ...apidly than ever before. Management is demanding improved quality, reduced costs, and increased productivity with fewer resources. How can organizations respond to these pressures while remaining competitive in the market? The answer is a Six Sigma approach to business process management. This course examines the basics of adopting a Six Sigma approach firmly bound to customer needs 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...

Applying Your Field Sales Approach ...quality of effective field sales representatives is their ability to assess their customers' needs, determine sales opportunities, and access the decision makers--often in one or two sales calls. Sound impossible? It's not if the sales professional applies the essentials presented in Applying Your Field Sales Approach. This course provides sales strategies to change your customers' perceptions more...

The Health Care Industry Overview Version 2 ...e operations and cut extraneous spending, while providing quality, safe, and cost-effective care to its patients. In addition, operating in a highly regulated environment, industry players need to constantly adjust their systems and processes for compliance. As a result, they are fine-tuning their business strategies and turning to information technology to eliminate inefficiencies in the value more...

The Retail Industry Overview Version 2 ...environment, consumers want the best of all worlds, where quality, convenience, and low cost meet.This course provides a high-level overview of the expanding retail industry, including its value chain, business models, and trends. The course also examines the business and regulatory issues and challenges facing the industry, and some of the successful solutions that leading retail companies are more...

Introducing Contact Centers CSR Success Criteria This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

ITIL The Service Desk and Incident Management ...tomers 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 ITIL. This course more...

ITIL Service Level and Capacity Management ...nizations 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 are divided into core processes within the IT more...

Performance Metrics for an Inbound Call Center The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze more...

Excellence in Internal Customer Service ...ervice, 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 to work within. Managers and supervisors with responsibility for defining, implementing, or more...

Identifying Your Customer s Expectations Customers have expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate more...

Using Surveys to Measure Customer Satisfaction If you're lucky, your customers will complain when they are dissatisfied with your company's service. If you're not so lucky, they'll say nothing and just take their business elsewhere. It's essential that you keep your fingers on the pulse of customer opinion if you are to prevent them defecting to the competition. You need to measure customer satisfaction on a regular basis, and this course will more...

Bridge The Expectations Gap You have to be prepared to walk a mile in their shoes to understand more fully what customers experience when they deal with your company. There's nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing exactly that, and you'll be shown how more...

Leading A Customer-Focused Team ...quality of your customer service is in the hands of the people who deliver it. As their leader it's your responsibility to give them the direction, resources, and support they need to succeed. This course shows you how to work with them to create a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The first lesson explains how to work more...

Managing a Customer-focused Department Simulation Attracting new customers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to more...

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, more...

Measuring Team Performance Survey for Accurate Data This course describes the elements of a survey that gathers data that is objective, easily analyzed, and meaningful. Professionals who want to collaborate more effectively within a group. more...

Measuring Team Performance Focus on Perceptions This course introduces strategies to use qualitative information gathered from a variety of sources to complement quantitative data. Professionals who want to collaborate more effectively within a group. more...

Managing Delivery ...gain. 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 you can offer them, you must deliver effective project management throughout the consulting assignment. Set milestones to check on performance regularly, and implement monitoring and control systems. Keeping motivated and more...

Managing the Quality of the Customer Support Service Center Customers who experience 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 more...

An Introduction to Project Management PMBOK-Third Edition aligned ...e through processes in such a way that you meet the cost, quality, and time expectations of all invested parties in order to accomplish a temporary endeavor. This is the mission of project management. Challenging? Yes. Impossible? No. All industries employ project managers to implement processes as a way to control business. In fact, the field of project management is rapidly expanding, as more more...

Project Planning In the early planning phases, project managers and team members have the most potential influence on the outcomes of a project. Yet, lots of planning does not guarantee successful planning. Just as project success can be planned, project disasters can be predestined if team members are not careful about the assumptions they make. A project management team that can balance the need for more...

Executing Monitoring Controlling and Closing a Project After initiating and planning for a project, it's time to get down to the actual nitty gritty of carrying out the project. The Executing and Monitoring and Controlling Process Groups might be likened to the act of juggling--keeping multiple activities going simultaneously, while responding to unforeseen changes in the project environment. While executing processes focus more on accomplishing more...

Introduction to IT Project Management Do you want to increase your effectiveness as a leader in project management? Are you unsure of the key skills needed for managing an information technology (IT) project? As you proceed through this "Introduction to IT Project Management" course in the "Project Management for IT Professionals" series, you will gain valuable insight into project management with a special focus on managing IT more...

Managing Efficiencies of IT Projects ...quality application systems? Do you know how you can ensure that your projects deliver value to your organization? The key to delivering value is "process." Organizations are becoming more aware of the importance of following the same process for each project. In this course, you will learn how to converge methodologies with other project management techniques and process management techniques more...

Project IT Management Simulation - The Early Stages 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 continues to increase 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 online more...

Project Management Fundamentals ... what they are trying to produce and how best to meet the quality and quantity requirements set forth by upper management. Project management, as a process, is the supervision and control of the work required to complete the project deliverable. Using established project management processes, coupled with the experience and skills of experienced workers, has allowed employers to adjust their more...

Managing a Project The factors of a successful project almost always end up depending on how much money and time is needed to create a product worthy of the customer. This course will help you manage the constraints of time, money, and schedules, and how they relate to the overall quality of your project and product. This course is targeted toward a diverse range of managers and staff members who wish to acquire the more...

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 more...

Project Management for Non-Project Managers Simulation The likelihood an employee will be elevated to a position of authority within a project team increases as the employee gains experience and tenure. Yet experience alone is seldom sufficient to guarantee a smooth transition. Success is dependent upon a number of management and leadership skills that potential project managers must quickly come to master if they hope to fulfill upper management's more...

Planning for Quality ...Quality Management focuses on ensuring two things: the quality of project management and the quality of the products created during the project. Project Quality Management implements the quality management system by using policies, procedures, and the following processes: Quality Planning, Perform Quality Assurance, and Perform Quality Control. Through interactive learning strategies and more...

The Execution Process Group Once you have completed initiating and planning for your program, it is time to take the steps necessary to execute the program. The Executing process group is concerned with following established policies and plans to ensure effective benefits and stakeholder management, as well as program governance. Management of this process is complex involving costing, quality assurance, and scheduling, more...

Monitoring Controlling and Closing Programs Monitoring and controlling is an essential feature of program management, which allows you to ascertain the current benefit delivery status, ensure adequate resources are in place, and that changes are properly managed. Closing a program is a time for celebration. However, to be successful and ensure program benefits are achieved, monitoring, controlling, and closing processes must be followed. more...

Program Planning The planning phase in PMI's PMBOK is considered one of the most important phases; without a properly defined plan your projects have a much greater chance of not succeeding. This assumption can also be made for program management; however, with program management, an entire program can fail, which could include several projects. The cost and loss of benefits that are associated with a failed more...

Advanced Project Management Building Productive Stakeholder Relationships Advanced Project Management: Building Productive Stakeholder Relationships teaches learners how to classify stakeholders as primary, strategic, and operational sponsors and how to determine stakeholders needs and expectations. It covers how to create a formal communication plan, how to resolve conflict with stakeholders, and what steps are commonly used to control change. Finally, it teaches 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 ...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 curriculum introduces 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...

Planning Effective Business Meetings ...esent you with information that will help you improve the quality of your meetings. It will help you develop strategies necessary for preparing effective business meetings, by carefully considering the importance of all the components of the meeting, including people, place, purpose, time, agenda, and atmosphere. Business professionals who want to develop effective facilitation skills, members more...

Giving Feedback to Colleagues ...quality feedback in order to improve performance at work. In this course, you will discover how to provide effective feedback to colleagues at the same level as yourself, and to those above you, in the hierarchy of the organization. You will also learn how to deal effectively with challenging situations. In addition to considering the effectiveness of feedback, you will learn a logical process more...

Process Management Skills ...turing is the difference between processes that yield top quality products at a reasonable price, and processes that spit out shoddy products regardless of price. Likewise, efficiency is critical to the effectiveness of a manager and to the manager's organization. To be efficient as a manager, you have to develop a suite of organizational skills including time management, performance more...

A New Manager s Role in the Company s Future Perhaps one of the most exciting and challenging changes that comes with moving into a management role is the need to take a more strategic view of the work you are doing. You need to develop a greater awareness of how your own work, and the work of those in your department, fits with the strategic vision of the company. You will also need to have a greater understanding of the impact that the more...

Managing Upward Relationships ...ill strengthen motivation, productivity, and overall life quality of all concerned. This course attempts to explain the dynamics of power and politics and explores the common grounds between two levels in the organizational hierarchy. Managers need to have necessary interpersonal skills required for succeeding in upward relationships. The focus is on the skills and strategies that support more...

The Power of the Learning Organization In the new Knowledge Age, the only successful organizations will be those that know how to gather, support, and manage knowledge. If you're a manager or trainer who wants to improve performance, you need support from the corporate culture. Take this course to discover what factors make up a learning organization, how to assess whether your organization has them, how to train leaders to support more...

Total Quality Management Fundamentals ...Quality Management Fundamentals you will learn concepts and the history of Total Quality Management. Beginning with the benefits of a total quality solution, the course then explores the origins of total quality, comparing it with traditional management practices. It then goes on to teach the learner about the cost of quality, building a quality framework, managing organizational change and how more...

Total Quality Management Principles ...Quality Management Principles you will build on the fundamentals by examining the principles of customer satisfaction and quality teamwork. It teaches the importance of training and motivation, performance excellence and shared quality, as well as the first steps in implementing an improvement process. This curriculum is aimed at all individuals who wish to input to and improve quality within more...

Total Quality Management Implementation and Tools ...Quality and Quality Tools breaks Total Quality Management into distinct easy-to-understand stages. You will learn the steps required for designing, developing, implementing, and evaluating a total quality solution. With the stages in place, the required basic tools for quality analysis are taught before the learner is introduced to some more advanced tools for Total Quality Management. This more...

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 more...

Six Sigma Team Leadership ...ining processes, minimizing variance, and addressing poor quality and inefficiency, Six Sigma can encourage a more profitable and sustainable business. The development and leadership of an effective team is critical if these outcomes are to be achieved. An effective Six Sigma team comprises the right people using their skills in collaboration with each other to address the needs of the customer more...

Six Sigma Management and Planning Tools ...quality management were developed in Japan. When they reached America in the 1980s and 1990s, they were renamed the Management and Planning (MP) tools. Used separately or in combination, they are powerful tools in the Six Sigma approach for insuring quality and continuous improvement. This course will cover the seven tools--affinity diagrams, interrelationship digraphs, tree diagrams, activity more...

Six Sigma and Critical Customer Requirements ...s is something companies actually can do something about. Quality Function Deployment (QFD) is a systematic process for motivating a business to focus on its customers. In a Six Sigma environment, such a focus is central to success. In this course, you'll learn how QFD works. You'll explore ways to listen to the voice of the customer and how to understand that voice in substantive terms. You'll more...

Taguchi and Quality Improvement Well-designed experiments result in effective process design or redesign, and ultimately, improved organizations. The Taguchi Method is a technique for designing and performing experiments to investigate processes where the output depends on many variables. The Taguchi Method allows the Six Sigma teams to avoid the tedious and costly task of running a process using all possible combinations of more...

Six Sigma Introduction ...ation'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 of the approach. You will gain an understanding of the new roles that some employees will fill. This course will introduce you to a straightforward framework for satisfying your customers, reducing waste, and increasing efficiency and quality in more...

Six Sigma Reducing Variation to Improve Quality ...r saying, "Well, yes " In fact, striving for near perfect quality is reasonable and achievable. It's a matter of reducing variation through the use of Six Sigma. "Variation," or deviation from what the customer wants, may be inherent in the business world, yet by employing the principles of Six Sigma, the standard of 99.9997 perfection is within your grasp. It's just a matter of learning--and more...

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. more...

Quality Management The Quality Management Process ...Quality Management: The Quality Management Process offers the student an overview of the fundamentals of quality management, the costs of quality, and how to achieve quality through customer orientation. The program also outlines how to achieve daily quality management, identify variation in processes, and control costs. Managers, supervisors, or team leaders who need to learn how to implement more...

Quality Management Quality Management Tools ...Quality Management: Quality Management Tools offers the student an overview of tools used to analyze a company's current performance and problem causes, as well as tools used to generate ideas and organize data. The program details the purposes of and steps for creating flow charts, check sheets, histograms, run charts, control charts, cause-and-effect diagrams, Pareto charts, scatter diagrams, more...

Leadership in Six Sigma ...quality in the business world, but there is no prescriptive process for planning and launching a Six Sigma initiative. Each business must learn to call upon the strengths and abilities of its diverse professionals, from executives to highly trained technical specialists. What are the roles of each in the Six Sigma process? What planning should take place to launch their efforts? How can you more...

Quality Management Business Process Improvement ...Quality Management: Business Process Improvement offers the student an overview of how to prepare and implement quality changes. The program details how to select processes for improvement, assign a process manager, and establish a process improvement team. In addition, the program teaches the learner how to flowchart and streamline a process, as well as how to measure process performance. more...

Operations Management Fundamentals of Operations Management