From Serebra Learning Corporation
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
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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.
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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,
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Troubleshooting and Closing the Project 
The factors that can affect a project are numerous and often hard to pinpoint. Conducting meetings and using advanced tools, such as formulas and graphs, allow the project manager to properly define the health or status of the project. This course outlines how to conduct effective meetings and presents some troubleshooting tools that can be used during the project life cycle. It also presents the
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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
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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,
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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.
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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
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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
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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,
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Define the Six Sigma Opportunity 
Have you ever heard someone say, "
That's putting the cart before the horse"? It's a quaint way of describing a process that's being implemented in a backward manner. One example of this is a company that begins to make organization-wide improvements before identifying which improvements would provide optimal benefits. This course,
Define the
Six Sigma Opportunity, is a guide for choosing those
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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
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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
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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
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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
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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
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Six Sigma Listening to the Voice of the Customer 
Let the buyer beware. That old business maxim of caveat emptor once struck fear in the hearts of many wary consumers. Now there's a new reality:
Competition for consumer attention is intense across all industries and markets, so now it's the company itself which is being admonished to beware. That means businesses should be looking for the best way to gauge what its customers really need and want.
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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,
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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
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