Online Quality eLearning - Training Resources

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

Learn MS Explorer 2000 online with eBooks! ...d. The product you are about to purchase is the same high quality software training system proven in thousands of classrooms and hundreds of offices worldwide. Each software skill is explained in terms of the overall concept and its typical use. This is followed by a series of step-by-step instructions. Practical applications and examples are used to illustrate each skill. All complete eBooks  more...

Learn MS Access 2000 online with eBooks! ...d. The product you are about to purchase is the same high quality software training system proven in thousands of classrooms and hundreds of offices worldwide. Each software skill is explained in terms of the overall concept and its typical use. This is followed by a series of step-by-step instructions. Practical applications and examples are used to illustrate each skill. All complete eBooks  more...

Learn MS Excel 2000 online with eBooks! ...d. The product you are about to purchase is the same high quality software training system proven in thousands of classrooms and hundreds of offices worldwide. Each software skill is explained in terms of the overall concept and its typical use. This is followed by a series of step-by-step instructions. Practical applications and examples are used to illustrate each skill. All complete eBooks  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...

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...

Introduction to ISO 9001:2000 ...siness. 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. The student has up to 1 year to access the training. However, it must be completed at one sitting, it cannot be saved and restarted later. The Introduction to ISO 9001:2000  more...

Making Effective Screenshots: Saving Time, Increasing Impact ... beginning technical writers, managers looking to improve quality and efficiency, and all those who deal with screenshots. We will show you how to make screenshots, increase their impact, place them in manuals and online documents, and choose the appropriate tool. Making Efficient Screenshots: Saving Time, Increasing Impact Screenshots are a powerful way to convey information quickly. We use  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. During this course you will become familiar with the wines of the world. Material covered will include grape varieties, important wine regions, how wine is made, tasting procedures, how to select wines at a restaurant, food and wine pairing, how to read a wine label, and more.  more...

Technical Communication Industry Certificate - Mastery Level ...sign to your documents Define your personal philosophy of quality management in publications project development Develop valuable information plans and content specifications Estimate and Manage your documentation projects Enroll today in this career track workforce education training industry certificate program. Frequently Asked Questions How long will it take me to complete the course?  more...

Spanish for Health Professionals (Intermediate) Self-Directed ...e Latino immigrant community through the use of broadcast-quality dramatic video and numerous imaginative interactive exercises. ?A su salud! (To Your Health!) is an exciting and groundbreaking intermediate-level Spanish program for students and practicing health-care professionals. This unique e-learning course provides all the materials needed for helping you improve your medical Spanish  more...

Six Sigma Black Belt Personal Training Library ...e on an FMEA team and can make immediate contributions to quality and productivity improvement efforts. (3 Units; 3 Assessments; Approximately 7 hours of training.) The Advanced SPC course will help you develop a comprehensive understanding of advanced statistical process control techniques. Training topics include selecting and setting up SPC control charts, determining the best control charts  more...

Selling With an Unfair Advantage: No Lying, Cheating or Deception ...s, models and techniques that help the customer to make a quality buying decision. Here you will have 5 sessions which cover these ideas. There will be discussion on strengthening your self-confidence and motivation; the selling approach to your prospects way of buying; skills for physical, vocal and language effectiveness; how to find and reach prospects; gaining and maintaining rapport; the  more...

Project Management Concepts and Strategies ...ect life cycle, and looks at factors that affect cost and quality. You may complete this course within a time span of your choosing. We recommend study commence and be completed within 90 days or less. The course may be accessed up to 1 year. Welcome to Project Management Series This series provides a detailed examination of project management concepts and strategies. It discusses the seven  more...

Productivity Management & Leadership Success Training Program ...ficiently Improve Productivity, Organizational Morale and Quality simultaneously. In the 21st Century, and its global economy, the skills of Productivity Management and Leadership Success are vitally important to an organization's longevity and success. This course provides a proactive method of addressing issues of low employee morale, high turnover, and poor productivity/quality. This  more...

Phlebotomy Technician Career Training ...y contact with the medical laboratory. The need to assure quality and patient safety mandates strict professional behavior and standards of practice for these practitioners.Nature of the Job The primary function of a phlebotomy technician is to obtain patient blood specimens by venipuncture or microtechniques. The phlebotomy technician aids in the collection and transportation of other  more...

Newsletter Writing for Non-Profit Organizations ...quality newsletter from concept through mailing on a limited budget. Non-Profit Organizations have unique budgetary issues when it comes to collateral materials such as newsletters. Often an information source as inexpensive to produce and distribute as a newsletter is overlooked due to misunderstanding the amount of work and expense involved. In this course the Student will learn how to  more...

Manufacturing Statistics Personal Training Library ...n the family of Design of Experiments (DOE) for improving quality and productivity levels in manufacturing processes. You will learn how to set-up and conduct Screening Experiments using techniques developed by Placket-Burman and Taguchi. DOE worksheets and step-by-step DOE instructions will guide you through the process. If your company is implementing a six sigma (6S) or lean manufacturing  more...

Management & Leadership Continuous Quality Improvement (CQI) Training Program ...ectively and efficiently implement a system of Continuous Quality Improvement (CQI) for your organization. In the 21st Century, and its global economy, the skill of continually improving quality is vitally important to an organization's longevity and success. Whether you are in the service or production business, this course provides a proactive method of effective and efficient Continuous  more...

Management & Leadership Decision Support Systems Training Program This course will teach you how to effectively and efficiently implement a system of management and leadership Decision Support and decision making. In the 21st Century, and its global economy, the skill of decision making is vitally important to an organization's longevity and success. This course provides a proactive method of effective and efficient decision making. The decision making process  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...

Lean Manufacturing Personal Training Library ...rn the fundamental concepts of the 5S?s that help improve quality and productivity. (The 5S?s stand for Sort, Set in Order, Shine, Standardize, and Sustain; these terms are rough translations from the original Japanese terms referring to a process to optimize workplace organization.) The training includes step-by-step guidelines for achieving the 5S?s as well as a roadmap to implement the 5S?s.  more...

ISO 13485 Medical Devices General Employee Training ...Quality Management System (QMS) specific to organizations providing medical devices, regardless of the type or size of the organization. This course provides a basic understanding of ISO 13485: what it is and what it requires from a company. The student has up to 1 year to access the training. However, it must be completed at one sitting, it cannot be saved and restarted later. ISO 13485  more...

ISO 9001:2000 General Employee Training ...quality management systems, and a good tool to improve overall business execution. This course provides a basic understanding of ISO 9001:2000: what it is and what it requires from a company. The student has up to 1 year to access the training. However, it must be completed at one sitting, it cannot be saved and restarted later. ISO 9001:2000 General Employee Training) ISO 9000 has become an  more...

Customer Service Plus ... of customer service and how to consistently provide high-quality customer service. User is given 1 year access to this course. Customer Service Plus The difference between success and failure in today?s business environment is customer service. In this course you?ll learn the basics of customer service and how to consistently provide high-quality customer service. Your expert-led training is  more...

Customer Astonishment: The Commitment to World-Class Customer Care ...mpany in Dearborn, Michigan. He later served as Corporate Quality Services Manager for Digital Equipment Corporation in Maynard, Massachusetts. As a division vice president of Wicat Systems of Orem, Utah, he helped to pioneer Computer-Based Training methodologies. He has also served as a manufacturer?s sales representative and as a continuing education instructor at Babson College in Wellesley,  more...

Comprehensive Online Instructor Certificate Program ...ne courses that will show you how to design and deliver a quality course via the Internet. Not only will you master today s fast- growing learning methodology, you will put yourself on a career path with unlimited potential. With courses tailored to college faculty and to high school teachers, this comprehensive program includes self-paced, instructor-facilitated, and instructor-led courses.  more...

Certificate in Technical Writing For Current Technical Writers ... online courses under stringent guidelines to gain a high quality educational and learning experience. Earning a valid Technical Writing Certificate will help you advance your career and increase your salary in the workplace. Is any software to be installed or needed for this course? There is no software to be installed. Do I need to submit a transcript to enroll in the Certificate Program? No,  more...

Certificate in Technical Writing ... online courses under stringent guidelines to gain a high quality educational and learning experience. Earning a valid Technical Writing Certificate will help you advance your career and increase your salary in the workplace. Is any software to be installed or needed for this course? There is no software to be installed. Do I need to submit a transcript to enroll in the Certificate Program? No,  more...

AS9100 Aerospace Standard General Employee Training ...quality management system (QMS) developed by the International Aerospace Quality Group, or IAQG. Many suppliers to the aerospace industry are required to have AS9100 Registration. This course provides a basic understanding of AS9100: what it is and what it requires from a company. The student has up to 1 year to access the training. However, it must be completed at one sitting, it cannot be  more...

5S TRAINING ...rning Point team. He has held positions in production and quality management with McDonnell Douglas, Morton International, and Autoliv. Additionally, Eric has worked as a consultant to numerous organizations in a variety of industries, including aerospace, automotive, electronics, food processing, and fabrication. Eric is an accomplished trainer and coach to managers, supervisors, and team  more...

911 OPERATOR TDD TRAINING ...bling training to be done at telecommunicator workstationsQuality instruction Course adheres to recommendations from NENA?s Accessibility Committee, TTY Call Taker Proficiency and Quality Assurance Work Group ? ADA compliantDeveloped by a leader in continuing education Developed by a leading community college, one of the 12 prestigious Vanguard Learning CollegesNever the same training twice  more...

Adobe Illustrator CS3: Essentials ...sy to follow, in-depth lessons show you how to create top quality artwork using Adobe Illustrator CS3. Our lessons focus on best practices for producing better images easier and faster ? ensuring the most unique and professional work for print or the web. Get up to speed on the unique capabilities of Adobe Illustrator CS3 today! The student will have access to this course for 1 year. This  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...

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...

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...

Getting Started with Illustrator CS3 ...ishing, Illustrator will allow you to create professional quality results. This course introduces the Illustrator interface, shows how to customize the workspace and navigate panels, and demonstrates how to create and prepare projects using document profiles and other settings. This course will also enable you to begin creating artwork using the Shape, Line Segment, Pencil, Pen, and Eraser  more...

Managing Database Data in a SQL Server 2005 Environment To recognize how to create and deploy SSIS packages, and enforce data quality and data integrity in a SQL Server 2005 database  more...

Determining Project Quality Standards and Milestones To recognize the factors in establishing the project quality standards and milestones  more...

Decisions and Risk Your success as an organizational leader depends on your ability to make decisions. Even though you may have extensive experience making tough business choices, a constantly changing business environment demands relentless skill improvement. This course sheds light on the decision-making process by moving from practical methodologies to decision-making intelligence. Build both quality and  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...

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 management,  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 Retail is one of the largest industries and one of the most visible to consumers. The retail industry includes businesses such as automobile dealers, retail gas stations, and department stores. Over the years, it has gone through various sales-channel shifts, from catalog sales to online selling. Yet, throughout these changes, the brick-and-mortar stores have remained strong. In today's retail  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...

Excellence in Internal Customer Service In today's fast-changing and highly competitive business climate, offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning  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 provides  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...

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...

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...

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...

Corporate Culture Building the Service Foundation As the saying goes, "You can't create the cathedral before you build the foundation." That's why the first course in this Customer Service series focuses on building the foundation of good service. The buzz term is "Corporate Culture." It's not some rare disease, but your workplace "culture" can be positively or negatively infectious as it relates to customer service. In this course, you'll get  more...

The Dynamics of Interacting ... got the results that you wanted. Can you also recall the quality of your interaction in that particular situation? How might your results be connected to success? This course is about developing your ability to dynamically interact with others. You will examine types of negotiating styles and strategies and ways to best apply that knowledge in communicating what you want out of a deal.  more...

The Mechanics of Communicating Effectively ...e best they can be. However it is possible to improve the quality of these communication essentials, and this course sets out to help you do just that. The effectiveness of your communication depends more on how you sound than the words you use. You may have something important to say and have the right words and phrases to get your point across but if your voice doesn't do it justice, your  more...

Planning an Effective Business Meeting If you are in a business that has meetings, you know how much time is spent in them. A recent survey of 2000 business leaders indicated that managers spend over fifty percent of their time in meetings. That same study indicated that managers felt that about one third of those meetings were unproductive. This course will present you with information that will help you improve the quality of your  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...

Problem Framing When you frame a picture, you intend for the viewer to examine everything within that border. Problem framing is similar in that you must not only consider what objectively makes up the problem itself but also what subjective tendencies influence your view of the situation. This course is designed to help you effectively frame problems so that you're sure your line of sight is aimed straight  more...

An Introduction to Project Management ...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 ...fining scope, and developing the schedule to planning for quality and identifying risks. All of these processes need to be skillfully handled with the understanding that the outcomes are not set in stone and that planning is an ongoing activity. Experienced project managers learn that meeting customer expectations is ultimately more important than having a project go "according to plan." In  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...

Performing Quality Assurance and Control ...oo much at stake to risk failure.The American Society for Quality defines quality as "the characteristics of a process, product, or service that bear on its ability to satisfy stated or implied needs." The quality of a project has to be built into each step of a project--every process, every procedure, and every deliverable. Project managers employ two sets of processes to manage the quality of  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...

The Executing 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...

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.  more...

Team Conflict The Seeds of Dissent ...self-directed teams, union teams, functional teams, total quality teams, and project teams--not to mention the concept of "The Dream Team." If there's anything that's predictable about these high-powered teams, it's the inevitability of conflict. Many teams fail to recognize that there's power in conflict. Healthy dissent actually breeds team success, and that's the essence of this course. What  more...

Refining and Documenting Requirements ...l examine how to refine user and functional requirements, quality of service requirements, assumptions, and constraints for analysis. It will also look at the attributes that can be assigned to requirements, the different types of requirements documents available, and the processes of validating and verifying requirements. This course is aligned with the International Institute of Business  more...

Communicating and Implementing Requirements ...ss analyst assists with detailed design work, testing and quality assurance activities, and supporting solution implementation. This course will explore methods of creating a requirements communication plan, developing and presenting a requirements package, and conducting a formal review and sign-off of documented requirements. It will also look at how to review and revise solutions, assess and  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...

General Coding Best Practices To outline the best practices for writing high quality methods, expressions, variables, arrays, loops, and if statements, and to describe recommended practices for writing readable code  more...

Maintaining Quality Code To outline the primary techniques of refactoring, and to discuss the best practices for reviewing, testing, and debugging code  more...

Tools for Planning and Managing Six Sigma Project Opportunities ...avor's success. This assertion holds true for process and quality improvement strategies, and Six Sigma and quality improvement teams throughout the world use a set of management and planning tools to analyze and understand a variety of issues. This course will examine the tools used in Six Sigma to help organizations make decisions and plan and communicate findings. These tools include  more...

Using Six Sigma Analysis Tools and Metrics for Project Decisions ...process capability indices. It also explains cost of poor quality (COPQ) as a metric used to assess and indirectly present the potential gains to the company if the quality of products and processes is improved. In addition, the course explores how failure modes and effects analysis (FMEA) is used to identify improvement opportunities that have the highest priority for Six Sigma teams. This  more...

Modeling and Analyzing Processes in Six Sigma ...are doing," says W. Edwards Deming, a well-known American quality advocate, statistician, and educator. During the Measure stage of the Six Sigma methodology, you need to identify and map processes and procedures for problem areas identified during the Define stage, and present them to the Six Sigma team for a closer look. As you start uncovering and analyzing these processes, the likely causes  more...

Six Sigma and Lean in the Organization ...and sluggish markets have left operational efficiency and quality improvement as the only way to protect margins and win customer loyalty. Originally developed in Toyota's manufacturing operations, Lean is a continuous improvement approach that focuses activities on reducing wastes. Whereas Six Sigma helps companies reduce defects and improve quality, Lean thinking helps reduce waste and  more...

Design for Six Sigma in the Organization Design for Six Sigma (DFSS) is often called the future of Six Sigma, as it is emerging as a strategy that better serves the current innovation initiatives of many industries. DFSS uses a "pay me now or pay me later" approach by spending more effort and time on process or product design up front to avoid spending time and effort in those areas later. Whereas Six Sigma just focuses on improving  more...

Introduction to Six Sigma ...quality effort in 1995, Jack Welch, the then chairman and legendary champion for the cause of Six Sigma, strongly encouraged his chief employees to become "passionate lunatics" about Six Sigma. Welch's adoption of Six Sigma, and General Electric's ensuing success, greatly contributed to Six Sigma's recognition as a powerful method for business improvement in organizations. So, what is Six Sigma  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  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  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,  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.  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...

Processes and Customer Analysis in Six Sigma Projects ...ustomers. According to Takashi Osada, Japanese author and quality pioneer, "if the process is right, the results will take care of themselves." By Six Sigma standards, a "right process" is one that creates and delivers precisely what the customer needs. By this logic, no Six Sigma effort can start without having a high-level picture of an organization's customers and other stakeholders, their  more...

Recruiting for the 21st Century Strategies "We'll just stick an ad in the paper, and we'll fill the slot. Right?" You don't sound so sure--and with good reason. The old ways of recruiting no longer make the grade. With unemployment hovering below 5 percent, innovative companies and human resources professionals are turning to online recruiting and other creative techniques to locate quality talent. This course investigates those  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...

A New Manager and 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...

Introduction to Auditing ...and businesses in a global marketplace are able to ensure quality, consistency, efficiency and reliable financial reports. This course will familiarize you with the basic terminologies, concepts, and approaches to performing a quality audit. You will develop your knowledge of what audits are, how they are conducted, how they are recorded, and how they are followed up. In addition, you will  more...

Introduction to Internal Auditing Surprises can be very costly to a company. Developing in-house strategies to ensure that internal processes are being followed and quality expectations are being met is a powerful tool for avoiding surprises. This course, Introduction to Internal Auditing, will introduce you to internal auditing strategies and techniques that help accomplish this end. Specifically, you will learn how to plan and  more...

Coaching Performance ...quality control. He completed three weeks of training, but he has already made two major errors that cost the firm $3000. He's obviously upset and discouraged over his shaky start. If you were Barry's supervisor, what would you do? Situations like this one can cause managers to fret and fuss and begin talking about disciplinary action. However, leaders take a different approach. A leader would  more...

Total Quality Management - Managing TQM Rollouts Total 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.  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.  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...

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 Operations Management: Fundamentals of Operations Management offers the student an overview of the components of operations management. The program defines each of the components and introduces the student to the concepts of quality and project management. In addition, the program offers examples of how changing operations affects a company's operation processes.  more...

Operations Management - Operations Components Operations Management: Operations Components offers the student an overview of seven components of operations management. The program defines each of the components and introduces the student to the responsibilities of an operations manager. In addition, the program offers examples of how each component is applied to a company's operations. .  more...

Operations Management - Operations Management Tools In "Operations Management: Operations Management Tools," you will learn the processes for making operations decisions and how to solve operations problems. You will also learn the strategies for maintenance and reliability and how to apply learning curves to your organization's operations.  more...

ISO 9001 2000 - Overview of Standards "ISO 9001-2000: Overview of Standards": This course teaches the fundamentals of the ISO system of standards. It examines quality management in general and ISO in particular, focusing on the history of ISO and how their standards are developed. It then teaches the initial steps an organisation should take when seeking initial or upgraded certification from ISO.  more...

ISO 9001 2000 - Implementing Standards "ISO 9001: 2000: Implementating Standards": This course examines the principal ISO Clauses, highlighting new ISO requirements and the documentation and potential auditing pitfalls associated with each one. The Clauses are summarized and explained in real-world situations, enabling the learner to achieve the maximum benefit from experiencing a quality management system operate most efficiently.  more...

Total Quality Management - Essentials of TQM ...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 "Total Quality Management: Deploying TQM Principles": This course builds 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.  more...

Windows 2000 Network Infrastructure Admin --Part 3 IP Routing ... Install and configure Windows 2000 network protocols and Quality of Service (QoS) Admission Control, and manage network traffic. Identify the features of IP routing protocols. Install, configure, troubleshoot, and manage IP routing protocols. Update Windows 2000-based IP routing tables, implement demand-dial routing, and manage and monitor IP routing. C ontent Emphasis Skills-Based  more...

Windows 2000 Network Infrastructure Admin --Part 3 IP Routing ... Install and configure Windows 2000 network protocols and Quality of Service (QoS) Admission Control, and manage network traffic. Identify the features of IP routing protocols. Install, configure, troubleshoot, and manage IP routing protocols. Update Windows 2000-based IP routing tables, implement demand-dial routing, and manage and monitor IP routing. C ontent Emphasis Skills-Based  more...

Visual InterDev 6 0 Building Web Sites and Pages ...and use the team development tools to enhance application quality; identify the advantages of using DHTML in Web applications. L earn To: Identify the deployment stages of a Web project and create a Web project. Deploy applications on the Web and use the team development tools to enhance application quality. Identify the advantages of using DHTML in Web applications. C  more...

Brand Management Branding on the Web ...' Brown Bean brand is associated with an upscale image of quality and discerning taste. You are meeting with the team that is in charge of developing the plan to move the brand online. The team is made up of Jessica Stone, the Marketing Communications Manager; Marcus D'Angelo, the Senior Web Developer/Designer; and Elizabeth Thomas, the Senior Market Research Analyst. Your goal is to ensure  more...

Consulting Skills Serving as an Internal Consultant ...iew: In this simulation, you are a Quality Assurance analyst appointed to serve as an internal consultant to design a software program that will increase the efficiency of your department. Now, you are at the halfway point of your six-month project, and you are slightly behind schedule. You are meeting with Tracy Carradine and Paul Jackson. They are concerned about your  more...

Strategic Management Developing a Successful Process ...t's acceptance. Your team, consisting of Robin Carlson, a Quality Assurance Technician, Ronald Spear, Marketing Manager, and Deborah Cowen, Director of Finance, has put a great deal of work into this plan, and its acceptance is essential. As a team, you must address all questions and concerns and apply the five guidelines to making a strategic plan successful. Unit 2: Developing the Strategic  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. Learn To Identify the role of management  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...

Advanced Six Sigma The Measure Analysis Phases of DMAIC ...ion helps practitioners set standards for performance and quality. Subsequently, these metrics are studied to understand the issues and the causes that deter conformity to the specified standard. This in turn facilitates both preventive and corrective action. Learn To: Understand the role of data in the implementation of Six Sigma. Understand how different types of data can be used  more...

Advanced Six Sigma The Define Phase of DMAIC ...a is a focused, concerted effort to achieve a zero-defect quality level. Using Six Sigma, you can measure how many defects you have in a process, and systematically eliminate them to arrive at a near zero-defect product or process. In this advanced course of implementing Six Sigma, you will use the concepts of Six Sigma and apply them to an organization. You will identify problems, customer  more...

Building Cisco Remote Access Networks Part 4 ...orks (BCRAN) exam. The course focuses on two main areas - quality of service and user access security. Learn To: Identify features of quality of service (QoS). Identify types of problems that can occur when merging different traffic streams. Identify the issues that can affect QoS. Identify features of Cisco security. Identify features of Cisco Secure Access Control Server  more...

Visual InterDev 6 0 Building Web Sites and Pages ...and use the team development tools to enhance application quality; identify the advantages of using DHTML in Web applications. L earn To: Identify the deployment stages of a Web project and create a Web project. Deploy applications on the Web and use the team development tools to enhance application quality. Identify the advantages of using DHTML in Web applications. C  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...

Designing for Cisco Internetwork Solutions Part 4 ...r IP (VoIP) networks. Identify characteristics of voice Quality of Service (QoS) mechanisms. Audience: This course is designed for individuals seeking the Cisco Certified Design Associate (CCDA) certification and those aiming for the CCDP (Cisco Certified Design Professional) certification. The course is also targeted at pre-sales and post-sales network engineers involved in network  more...

Oracle 11i10 Order to Cash Customer Credit Management Setup ...ustomer account profiles. Identify key concepts of Data Quality Management (DQM). Identify options for entering customer details. Create a customer using the Standard Data Entry form. Create a customer using the quick data entry form. Identify features of Dun & Bradstreet (D&B) integration. Create a customer account relationship. Identify features of Trading Community Architecture  more...

Call Center Management Series The Call Center Management Series includes the following courses: Call Center Management: Managing an Inbound Call Center Call Center Management: Measuring Quality and Performance Call Center Management: Managing and Motivating Your Staff To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

Total Quality Management Series The Total Quality Management Series includes the following courses: Total Quality Management: Fundamentals Total Quality Management: Principles Total Quality Management: Implementation and Tools To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

Creativity Innovation Thinking Creatively In Creativity and Innovation: Thinking Creatively, you will learn to meet the demands of creative thinking in the workplace. This program will help you develop your creative thinking skills and allow you to practice using the creative thinking process. Learn To Identify the stages of the creative process. Recognize techniques that will  more...

Systems Analysis Using Client Server Model Part 3 Client Server Design This is the final course in a three part series that deals with the design of the client server system. Students will learn server design, distributed data processing, client design, and testing and performance monitoring. Learn To: o Match types of database management systems (DBMSs) with their features. o Match relational database management system (RDBMS) components with their functions.  more...

Emotional Intelligence Developing Emotional Intelligence Skills ...n this simulation, you will meet with Dean Kramer, Icon's Quality Manager for Industrial Casing Products. Dean is responsible for ensuring that Icon continues to meet requirements for several international quality accreditations. In the past, Dean's performance has been outstanding and he was even considered for a promotion to the Production Manager position. However, his record keeping has  more...

Emotional Intelligence Applying Emotional Intell in the Workplace ...son, and Robin Carlson, three of your employees in Icon's Quality Assurance Department. Your team has been widely recognized for its quality work. In recent weeks, however, the number of defective products making it through the production process has increased and you have started receiving a number of customer complaints. As the team leader, you must address these issues and, using the LISTEN  more...

Advanced Interpersonal Communication Building Relationships ...tly to you, but you will work closely with him to address quality and sales issues with the products. You have approval from upper management to look into reducing the number of different styles of cases your group manufactures to increase efficiency. You need to discuss this option with Roger as well as communicate your new title by using appropriate language. Unit 2: First Impressions and  more...

Advanced Interpersonal Communication Communicating with Co-Workers ... In preparation for this meeting, you analyzed what other Quality Control Managers in similar companies are paid. While Dean is an efficient and well-respected manager, there are some aspects of his personality the affect his interactions with his subordinates. To successfully negotiate your raise, you must identify and deal with the aspects of his personality that make communicating with him  more...

Excellence in Service Communicating With Customers Virtually ...rbal techniques. In addition, you will be able to provide quality customer care by learning how to manage customer communication via the phone or e-mail. Learn To: Identify ways to provide superior telephone service. Identify ways to manage the telephone. Identify ways to effectively use e-mail. Audience: This course is for employees and managers who want to learn the best  more...

Excellence in Service Establishing Service Standards ...ns by evaluating the criteria customers use to assess the quality of your company's service. You will learn how to set, develop, and implement service standards. You will also understand the importance of surveying customers and incorporating their feedback into service standards. Finally, you will learn how to monitor performance against these standards to identify areas for continuous  more...

Excellence in Service Building a Customer Service Team ...nt aspects of employment laws that affect your search for quality service employees. You will also learn how to develop a training program that is suitable for your customer service team and that will meet your organization a a s needs. Learn To: Identify how to find quality employees and interview them while following employment laws. Identify how to train employees  more...

Call Center Mgt Measuring Quality Performance ...Quality and Performance teaches the student information about customer expectations and how to reduce the percentage of a call center's lost calls. The program also teaches students about various staffing tactics, provides a process for calculating staff levels, and identifies the types of reports that call center managers use to evaluate a call center's performance. Additionally, the program  more...

Exit Interviewing Skills The Termination Process ...have three primary responsibilities. Icon's commitment to quality requires that Nick's assembly work will have no more than a two-percent defect rate, with a one-percent defect rate being considered ''good'' performance. Your goal for this meeting is to begin Nick's monitoring process by clearly explaining the standards by which his job responsibilities and performance will be measured. Unit  more...

Strategic Decision Making Preparing to Make Decisions ... supervision Line Managers and helping them meet customer quality standards and on-time delivery requirements for Icon a a s Automotive Electronic Systems in Chicago. Icon supplies mobile multimedia, such as CD/DVD car theatres, to Detroit Auto who is currently in the process of reducing its number of suppliers. Icon a a s five-year contract with Detroit Auto is up for renewal in 18  more...

Strategic Decision Making Making the Right Decision ...est one. The program details how to develop numerous high-quality options, as well as how to evaluate the options and make a final choice. In addition, the program teaches the learner how to review and learn from his or her experience and the experiences of others. Learn To Identify the techniques for developing options. Identify the  more...

Six Sigma Deploying Six Sigma ... for HR Managers, HR Directors, Executive Management, and Quality Personnel. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time 2 to 4 hours Objectives Unit 1: Starting a Six Sigma Project (0.5 - 1 hour) Identify guidelines for Six Sigma  more...

Business Problem Solving The Problem Solving Process ... In the simulation at the end of this unit, you are the Quality Assurance Director for Icon's Industrial Services and Manufacturing Division, assigned to address a slow decline in the quality of the I-Grill line of gas grills. Over the past several months, the number of complaints about the I-Grill line, made popular because of customizable paint and metal finish, has risen dramatically, and  more...

Six Sigma Managing Six Sigma Projects ... the more advanced tools required by those engaged in the quality initiative. Finally, it offers help on implementing Six Sigma and on some leadership strategies for project champions. Learn To Identify effective management support strategies. Identify roles required for successful organizational change.  more...

Goal Setting Goal Setting Tools for Managers ...ation at the end of this unit, you are the manager of the Quality Control department. You are meeting with one of your mentees, Scott Fletcher, to help him set effective goals and avoid any obstacles to goal setting. Unit 3: Goal Follow-up (1 - 2 hours) Sequence the steps for providing goal feedback. Follow the steps for providing goal  more...

Value Chain Management Managing the Transition to a Value Chain ...change. Differentiate between quality and productivity challenges when implementing change. Recognize the challenges posed by benchmarking when managing change. Audience Participants in this course may be Involved in middle/senior management functions such as project implementation, strategic planning, and team leadership. Their  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. Learn To Recognize how to develop a customer needs map.  more...

Correcting Performance Problems Disciplining Employees ...ctions, which could be deemed as a failure to meet Icon's quality standard. If you determine there is sufficient cause to take action with Eric, you must work with Carla to prepare for the disciplinary interview. A good decision regarding the disciplinary action and thorough preparation will demonstrate to Carla and her supervisor that you are capable of handling the interview successfully.  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.  more...

ISO 9001 2000 Overview of Standards ... fundamentals of the ISO system of standards. It examines quality management in general and ISO in particular, focusing on the history of ISO and how their standards are developed. It then teaches the initial steps an organization should take when seeking initial or upgraded certification from ISO. Learn To Sequence the steps in the process approach to Quality  more...

ISO 9001 2000 The Auditing Process ...n To Identify features of a quality audit. Identify features of an audit checklist. Develop an opening meeting agenda. Identify three types of Quality Management System (QMS) audits. Identify factors to consider when writing a non-conformance report (NCR).  more...

Project Management Project Quality Management ...Quality Management, you will learn how an organization should manage processes that determine quality policies, objectives, and responsibilities. You will also learn the key inputs, techniques, and outputs of quality planning, quality assurance, and quality control. Finally, you will learn the contributions made by the pioneers of quality management. Learn To: Understand Quality  more...

Advanced Project Mgmt Building Productive Stakeholder Relationships ...uestions to ask stakeholders to learn their definition of quality and guidelines for discussing costs of quality with stakeholders. Learn To Classify a stakeholder as one of the three types of sponsors. Identify questions for determining stakeholders a a major constraint and risk tolerance. Identify the  more...

Advanced Project Mgmt Managing Accelerated Projects Advanced Project Management: Managing Accelerated Projects teaches learners the limitations of project management scheduling packages, schedule compression techniques, and the risks of using the different techniques. It also covers how ERP benefits project management, how to calculate the percent efficiency of resources, and what elements project managers should consider when planning for  more...

Advanced Project Mgmt Portfolio Management ...ting. In recent years, Icon has noticed a decrease in the quality of their customer relationships. There is a proposal for a new client database that will allow the company to improve its customer relationships. The goal of this meeting is to discuss the proposal and how it fits into the organization's strategy, determine if this project has the potential to achieve the company's goals, and  more...

Managing IT Projects Project Planning Execution ...m a network diagram. Identify quality standards for the project and how to achieve them. Identify requirements for project integration management. Audience Six months previous experience in an IT project-intensive environment or six months experience managing IT projects. Deployment Options e-Learning Accreditation NASBA  more...

Managing IT Projects Project Control Closure ...ion. Performance reporting, archiving a project, managing quality and risk, and risk analysis are all covered in this course. Learn To Identify the difference between quantitative and qualitative risk analysis. Identify techniques used for planning, monitoring, and controlling risk. Identify  more...

Six Sigma Six Sigma Essentials ...ou will learn the history and background of the Six Sigma quality initiative as well as some essential information on how it impacts on business processes. Putting Six Sigma in context, the course then goes on to look at some of the principal tools used in a Six Sigma project before examining strategies for preparing your organization for this new quality initiative. Learn To  more...

Team Participation Teamwork Fundamentals ... In this simulation, you are the Operations Manager on a quality control team discussing how to reduce J & R, Inc.'s customer response time. While researching information for the meeting, you discovered that the Processing Department is overwhelmed with customer requests for information. Unit 3: Understanding What to Expect (0.5 - 1 hour) Identify the characteristics  more...

Brand Management Building Brand Equity ... Identify the definition of perceived quality. Identify the importance of consumer perception of quality and value. Select the common issues to consider when developing a pricing strategy. In a given situation, choose an appropriate pricing method. Develop a pricing strategy.  more...

Operations Management Fundamentals of Operations Management ... components and introduces the student to the concepts of quality and project management. In addition, the program offers examples of how changing operations affects a company a a s operation processes. Learn To Choose types of operations. Identify definitions of the components of operations management.  more...

Quality Management Series The Quality Management Series includes the following courses: Quality Management: The Quality Management Process Quality Management: Quality Management Tools Quality Management: Business Process Improvement To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

Project Management PMBOK Third Edition Aligned Series The Project Management (PMBOK Third Edition Aligned) Series includes the following courses: Project Management: Project Management Framework Project Management: Project Management Processes Project Management: Project Integration Management Project Management: Project Scope Management Project Management: Project Time Management Project Management: Project Cost Management Project  more...

SAP R 3 QM in Procurement ...ith QM within the R/3 System. The first unit explains how Quality Management is integrated in Materials Management and discusses the variants in QM. In the following unit entitled Quality Management - Inspection Completion, the learner will be shown how inspection lots are completed and will learn how to work with quality notifications. Learn To a QM Inspection Processing. a QM  more...

SAP R 3 QM Master Data Analysis ...he first unit, the trainee will learn how to activate the Quality Management functionality for a material, handle QM info records, maintain quantitative and qualitative characteristics as well as how to edit the structure of the inspection plan. In the second unit, the learner will see how to how to analyze inspection lots and quality notifications, evaluate vendors and to determine on-time  more...

CCNT Voice Over IP Essentials v6 0 ...tworks (eg H.323, SIP, G.7xx). It then covers the various Quality of Service (QoA) issues associated with VoIP technology, and the most significant solutions to these QoS issues. Learn To: Identify features of packetized voice. Distinguish between packet and circuit switching. Identify types of packetized voice transport. Identify features of Voice over IP (VoIP) standards.  more...

Executive Level Leadership Leadership Communication ...n. Apply criteria to test the quality of given information. Identify seven aspects of performance. Identify the four key issues that affect performance problems. List the five steps used to develop quality leaders. Audience The target audience for this series is senior managers,  more...

Mentoring Developing Your Mentoring Skills ... In this simulation, you will meet with Kent Redburn, a Quality Assurance Auditor at Icon. In his relatively short amount of time at Icon, Kent has met and exceeded the expectations of his supervisors. He has an excellent work record and has excelled at a number of different tasks. Due to his exemplary work ethic and performance record, you have chosen Kent to lead a new quality assurance  more...

ISO 9001 2000 Implementing Standards ...earner to achieve the maximum benefit from experiencing a quality management system operate most efficiently. Learn To Identify requirements of Clause 4.2: Documentation Requirements. Identify requirements of Clause 5.1: Management Commitment and Clause 5.2 Customer Focus. Identify requirements of Clause  more...

Managing IT Projects Project Fundamentals Initiation ... need to balance the triple constraint of time, cost, and quality for this project. Unit 2: Project Participants and Processes (1 - 1.5 hours) Identify necessary skills for effective project management. Identify how to manage stakeholders a a needs and requirements. Identify how to determine project success criteria.  more...