From Serebra Learning Corporation
Understanding Budgeting and Finance - Budgeting Basics 


MAXIM TRAINING At work, as managers, we're all involved in the budgeting process in some way or another. But few of us understand why budgeting is so important. Before you begin budgeting yourself, you need to grasp some key concepts. This course explores some basic questions about budgeting:
What is a budget? Why are budgets necessary? What's involved at each stage of the budgeting process?
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Understanding Budgeting and Finance: Preparing your Budget 


MAXIM TRAINING Planning and submitting a budget for the first time can be a daunting task. Many of us approach our first budget with little or no formal training. It can be a nightmare! Effective budgeting is crucial to both you and your department. And because it's important, it's vital you budget properly. Too many managers make half-hearted attempts and then wonder why
ACTUAL spend is nothing
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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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Working in Teams 


Learn how to be a successful team member The secret of successful teams lies with the team members. This course aims to make YOU a better team member by looking at:
How teams work
What makes a successful team
Why teams struggle
Ways to improve a team's performance
Throughout the course there will be times where you are asked to
STOP TO THINK about your own work situations and there are
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Royce Hotel Case Study 3: Inventory 


Operations planning and
Operations Management has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of
Operations Manager one
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Royce Hotel Case Study 4: Quality 


Operations planning and
Operations Management has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of
Operations Manager one
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The OSI Model 
Upon completing this
WestNet e-Learning module, you will be able to explain why the
OSI model was created; name and understand the layers of the OSI reference model; and, describe what an open standard is and why it benefits both vendors and customers.
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Large Network Case Studies 
In this module, we explore network availability, performance, and
Internet connectivity. As you work through this module, you will come to appreciate that all network design issues are highly interrelated. Likewise, real-world design projects often include multiple broad goals, often creating large and complex trade-offs.
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VoIP Network Quality of Service Techniques 
This module investigates the
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
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Computer Telephony Integration 
This
WestNet e-Learning module provides a broad overview of the way
CTI typically works. We will then describe the different levels of automation that fall under the general category of CTI and define some of the key terms and concepts necessary to understand CTI functionality.
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Progressing through the Complex Sale 
...But getting to these decision-makers isn't easy, which is why selling at an executive level is a more complex operation that requires all the resources of the highly skilled salesperson. This course is directed at supplying those resources. Salespeople who are tasked with selling at an executive level and who are currently involved with obtaining and maintaining key/major accounts. Also, those
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Presenting Your Proposition 
Even the most confident sales people can feel their self-assurance dissolve when required to make a formal sales presentation. This course is about giving you the confidence, not only to present, but also to get commitment from your customer. Demonstrating a structure that can be adapted to most situations, this course will equip you with the skills needed to deal with the most intimidating
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Delivering High-Impact Sales Presentations 
The most important meeting you'll have with your client is when you show the decision makers that you have the right business fit for their needs. You've done a lot of hard work, so when the curtain goes up on your sales presentation, you want an award-winning performance. In this course, you'll learn about the third major component of the strategic account sales (
SAS) approach--presentation.
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Field Sales Foundations 
Many field sales representatives are set loose on their assigned territories armed only with a few sales tips and some information about the products and services they're selling. This course builds the foundation for a strategy that changes the customer's perception of the salesperson from a mere vendor to a consultant and true business resource. Field
Sales Foundations introduces you to the
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ITIL The Service Desk and Incident Management 
Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (
ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services
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Inbound Call Center Technology 
...anager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how to protect your call center through
Disaster Recovery Planning. Understanding inbound call center technology is one
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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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Call Center Communication Skills 
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
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Managing Delivery 
Delivering to clients is the most important thing you do as an external consultant. Everything else--the selling and the fighting to win the contract--stands for nothing if you fail to deliver outstanding results time and time again. To keep your reputation intact, delivering to time, quality, and budget is the very least that you must achieve. To ensure that clients remain enthusiastic about what
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Establishing a Relationship with Internal Clients 
Even if your clients are internal to your organization, you still need to spend time getting to know them, and understanding what it is they require from you. When you are dealing with internal clients, there may be a temptation to think you know everything about them, and about the project. This course will stop you from making that mistake. It will enable you to understand your clients' needs
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Internal Consulting Skills 
What skills do you need to be a successful internal consultant? What skills do you have already, and which should you develop further? This course gives you the opportunity to review your existing abilities and ways of improving your current performance. Internal consulting is not only about your specialist or technical knowledge. It's about your ability to communicate. If you fail to get your
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The Customer Support Specialist CSS 
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's
Customer Support Specialists (
CSS) and support centers have a vital role to play in ensuring customers'
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Initiating a Project and Preparing the Project Plan 
Project integration management is concerned with ensuring the proper coordination of project processes so project objectives are achieved. Successful project managers use project integration management to integrate project processes, maximize performance, and meet project goals throughout the life cycle of a project. This course will highlight the importance of project integration management to
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Project Leadership Communicating Within a Project Team 
... a
Project Team covers how to promote team communication, why communication fails, and the types of communication styles. It also details how project managers should conduct meetings and manage decisions. In addition, it covers the types of project documents used to convey information and how to present that information to the various levels of stakeholders within an organization. The target
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Implementing Project Human Resource Management 
Most project managers have experienced the synergy of a well-functioning project team. When such a team exists, a project seems to run itself. A few of the secrets to a project's success include building a project team through obtaining the necessary human resources, developing team competencies, and monitoring performance to boost project performance. Project
Human Resource Management is
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Elements of Project Human Resource Management 
When project managers set their sights on delivering creative project solutions on time and within budget, they must select and manage a team of experienced and competent professionals who can meet the challenge. This requires that project managers understand the
Project Human Resource Management processes of planning, selecting, developing, and managing a project team. Such an understanding
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Estimating Activity Costs 
Most project managers are familiar with the sinking feeling that occurs when project costs exceed expectations. Project cost management is concerned with estimating and controlling the cost resources used to complete different project activities. This course will highlight the importance of project cost management to project performance. It will cover the project inputs, tools and techniques, and
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Project Integration Executing and Completing a Project 
Project managers regularly face tough decisions about where to concentrate project resources when met with competing priorities and demands. Project integration management helps with these decisions by ensuring the proper coordination of project processes during project plan development and execution. Successful project managers use project integration management throughout the project life cycle
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Managing the Execution and Control of IT Projects 
...cent, and that almost 30 percent of all IT projects fail? Why do you think IT projects are so vulnerable to cost overruns and failure? How can you ensure that your project does not end up as one of these statistics? You can avoid being a statistic by managing project scope, cost, and scheduling. As you go through this course, you will learn valuable strategies for managing your project. You
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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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Working with Difficult People Recognize Work Styles 
...etion of this course you will be able to identify reasons why a person may be problematic to work with and select the most appropriate response to individuals who exhibit specific patterns of behavior. The
Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success.. All levels of professionals
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Business Travel Safety Safety Measures for Travelers 
...el
Safety:
Safety Measures for
Travelers," you will learn why business travelers are often at a higher risk for being involved in a crime than local citizens. Additionally, you will understand what precautions a woman traveler should take and what safety guidelines should be followed. You will also learn why it is important for disabled persons to consider their safety when traveling and some
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The Foundations of Creativity and Innovation 
...Why is it that people often have many of their best ideas once they leave work, when performing the most mundane tasks? Is this a coincidence, or is there a particular reason for it? As more and more organizations encourage employees to propose creative and innovative ideas in the workplace, it's imperative that you understand the foundations of creativity and innovation, how creative thought
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Strategies for Facilitating Critical Thinking 
...economic environment. Victoria
Marsick's words illustrate why businesses can no longer thrive on the unexamined repetition of established formulas. Today, people at all levels of the organization are asked to think in new ways about themselves, their work, and their organizations. In this course, managers can learn a variety of strategies to encourage the development of critical thinking skills
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Critical Thinking Strategies Simulation 
...neither has experience managing a larger entity, which is why they have hired you as general manager. Your primary responsibility, at least initially, will be to ease the company's transition from a small to a mid-size organization. You will need to use your strong critical thinking skills to deal with a number of issues. Also, you will try to encourage other
RMS employees to use their critical
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Successful Lifelong Learning 
...ledge worker? If you wonder what these terms really mean, why they are important, and how you rate as a worker and learner for the
21st century, then this course is for you. Find out how lifelong learning strategies can enable you to develop your work skills and to manage your professional development. Don't wait until your supervisor initiates what you need to learn. It's time to take
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Leadership Without Authority 
...why somebody doesn't do something about that. Then I realized I was somebody."
Tomlin could have been speaking on behalf of many employees in the corporate world who, despite having little authority, take it upon themselves to become leaders nonetheless. Becoming a leader, and getting results, without authority is especially important in today's corporate culture, where middle management and
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Preparing a Business Case 
...Why put time and effort into preparing, writing, and presenting a business case for new projects? Why not just talk to the manager and get his approval for the project? The answers to these questions lie in the fact that organizational budgets for new projects are typically very tight and, as such, your project will be competing against other projects for funding. Without a written business
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The Mentoring Manager 
Looking for ways to enhance your managing skills? In this course, you'll acquire expertise as a mentor that will benefit your employees, your organization, and your own career. You'll examine how mentoring differs from managing, and you'll brush up on essential communication skills. Finally, you'll learn to use mentoring to improve on team organization, dynamics, and performance. Managers,
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Developing Career Plans for Your Technical Professionals 
...Why should you be interested in career development for the technical professionals you supervise? Because it's good for them, good for your company, and good for you. One of your major challenges as a manager of technical people is retaining them. And you may also need to recruit technical people to fill higher-level positions in your company. This course will help you use career development as
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e-Mentoring 
Rapid changes in the way organizations look and do business have generated a new business tool: e-Mentoring. Here's an opportunity to examine the challenges and advantages of e-Mentoring and explore how to adapt communication skills to electronic media. Learn how to grow and manage e-Mentoring relationships by effectively selecting and matching e-Mentors and proteges, developing trust, using
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Balanced Scorecard Corporate Strategy 
The first course in the
Balanced Scorecard series focuses on developing and formalizing strategy in an organization. This course explores why corporate strategy is important, the process of formalizing your corporate strategy, and aligning the organization to the strategy. This course is for executives, directors, and managers who are seeking to formalize their corporate strategy and looking to
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Coaching for Business 
...ar in their own minds exactly what their function is, and why they are performing a coaching role, they may do more harm than good. Therefore, it is important to understand how coaching originated as a business tool, and the ways it impacted traditional managerial attitudes and behavior. This course ensures that those responsible for coaching will know what their roles are, and thus be better
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Energizing and Empowering Employees 
Energy. Without it, the wheels and gigabytes of industry come to a screeching halt. And without energized, empowered employees, your part of global industry will make far less progress. This course introduces you to the importance of energizing and empowering employees. By doing so, you multiply the benefits to your department, team, and organization. The course begins by showing you ways to
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Introduction to Work Force Generations 
...Why do people seem so different in what they value, how they live, and how they behave at work? The worlds your co-workers grew up in may have been very different. There are four generations interacting in the work world of today: the silent generation, baby boomers,
Generation X, and
Generation Next. The differences among these four generations can cause major differences in behavior and
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Coaching Trends 
When is a good time to coach? And what is the business case for coaching? Is coaching just another popular fad, or can organizations really benefit from it? Every coach should be aware of the strategic uses of coaching: the organizational benefits that are offered, how coaching can be used to help coachees deal with positive and negative change, and ways of coaching innovators and mavericks. What
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Delegation Basics 
Do you feel that there are just not enough hours in the day? Are you always striving to keep ahead of the paperwork that litters your desk? Perhaps it is time to consider sharing some of those tasks with your skilled employees. As you progress through this "
Delegation Basics" course in the "
Effective Delegation" series, you will discover what delegating is all about, what you need to do to prepare
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The Potential of Self-directed Learning 
...ledge worker? If you wonder what these terms really mean, why they are so important, and how you rate as a worker for the
21st century, this course is for you. Find out what you can do to take control of your own skill and career development. Learn to identify resources, build relationships, assess your organization's support for self-directed learning and manage and assist other self-directed
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The Mark of a Leader 
Do you feel that your people can't get along without you? If you're not available, do your people lack direction and therefore, productivity suffers? If you feel that you've been overmanaging and underleading, this course is for you. There is a strong difference between activities and roles of effective managers and those of successful leaders. You'll discover what some of those key differences
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Advanced Administrative Support Simulation 
...g with
Maxine, you'll have the opportunity to find out to why she didn't promote you. You'll need to listen actively and effectively to her constructive criticism. Also, you will need to deal with this criticism like a professional. After the meeting, maintaining a positive attitude and avoiding the influence of negative people are among the challenges you'll face. If you take Maxine's advice
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Accounting Fundamentals 
...n accounting records. This practical course gives you the why's and how's to accurately conduct accounting activities. "
Accounting Fundamentals" examines the theories of accounting, how to maintain accounting records, and how to generate financial statements. A business deals with many transactions in a single day, so it's important to keep up-to-date records of its finances. Individuals who
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Raising Capital and Financing Decisions 
The goal of every financial manager is to maximize firm value and shareholder wealth. How does a manager reach this objective? To be successful, financial managers must be aware of the financing options available to them, and the procedures they must follow to begin financing. Most important, managers must be able to choose the best financing mix for their company. This course is designed
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International Finance 
...dealing on the global level? This course will demonstrate why you would want to transform your purely domestic firm into a multinational corporation; how you decide which financial products and instruments will allow you to manage your cash flows from international business operations; and, finally, the important steps to take toward managing foreign exchange risk and country risk. This course
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Thinking Strategically 
As business success becomes more difficult to achieve, companies are discovering the importance of strategic thinking. Being lean and mean and process efficient is no good if you don't have the correct business strategy. But what is strategic thinking and what does it look like in the context of your business? This course is focused on discovering and using the key elements of successful strategic
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Six Sigma--Lean Tools for Control 
Two key methodologies for improving operations in the manufacturing world are lean manufacturing and
Six Sigma . Both are designed to reduce variation, yet each takes a different track. While Six Sigma utilizes data and statistical analysis to measure and improve a company's operational performance, lean manufacturing collocates all of an organization's processes in sequential order, restructuring
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Six Sigma--Measurement System Re-analysis 
Have you ever tried to change your life with a diet or exercise program, only to backslide and lose all the positive changes you made? It's easy to lose sight of the ultimate goal--improved health and fitness--after reaching your goal weight and fitness level. Maintaining positive changes takes just as much effort and vigilance as making the changes initially. Likewise for businesses--the benefits
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The Six Sigma Change Agent 
...n
Six Sigma team members, are resistant to change. That's why this course offers you an introduction to the forms resistance to change takes at both the organizational and team levels. You'll also explore ways of overcoming resistance to change and of building a change-friendly environment. Six
Sigma is a registered trademark of
Motorola Corporation, and all rights, title, and interest in
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Six Sigma and the Voice of the Customer 
Do you know the phrase, "caveat emptor"? It's a
Latin term that means, "
Let the buyer beware." It's also a legal principle stating that consumers must purchase goods at their own risk, because unless specifically asked, the seller is generally under no obligation to disclose defects. Caveat emptor once struck fear in the hearts of many wary consumers. Fortunately, the tide has turned. Increased
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Design of Experiments DOE 
...hase, organizations have a solid understanding of how and why their processes fail to meet customers' expectations. Organizations use the
Design of
Experiments (
DOE), a key methodology of the
Six Sigma Improve phase, to quantify with statistical precision the factors that are causing this gap. Well-designed experiments result in effective process redesign, and ultimately, improved
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Measurement Systems 
The
Six Sigma DMAIC system is a roadmap that shows the way to process and performance improvement. The second phase in the roadmap, the
Measure phase, provides a methodology and tools for collecting data and establishing baseline measures of current processes. However, measurement itself can be problematic. A measurement system is only as good as the measuring instruments and the operators, and
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Six Sigma Reducing Variation to Improve Quality 
...in by gaining a basic understanding of what variation is--why and where it exists and how it creates waste, and you'll learn key tools for identifying and measuring this waste in your organization. Next, you'll learn the key causes of variation and how to classify these causes as a step toward their elimination. You'll also learn the basics of process management. Finally, you'll
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Six Sigma DMAIC Analyzing the Data 
There's one thing that doctors, mechanics, and detectives sometimes share in common--getting to the source of something that's gone wrong in a system. Things go wrong in business systems too, and to get at the source of the problem, you have to dig down deep. This course is all about making sure
Six Sigma Green belts and team members dig deep enough, to where the solutions are simplest. In order
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Six Sigma and the Corporate Enterprise 
...why is it important to your company? This course helps you to make that determination through a discussion of basic concepts underlying the
Six Sigma philosophy. A broad overview is provided of the initial development of Six Sigma; Six
Sigma's uses in leading companies to date; the benefits to be realized by successful deployment, and the metrics and core competencies crucial to its use. You'll
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Evaluating Brand Effectiveness 
... Now the question is: Is it working? This course explores why you need measurement systems to examine your brand's effectiveness with consumers and to evaluate your brand equity. Where can you start? By learning everything you can about your target market's knowledge structures. Measuring knowledge structures leads to the unveiling of where your brand ranks in the consumer's mind. You will
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Communication Skills and Project Management 
An essential element of management is the ability to effectively communicate with people. The capacity to successfully communicate in today's global economy is a pivotal element to the success of any organization. Managers need to be aware of emerging technologies and how these affect international communication. To meet an improvement project's specified goals and objectives, a manager must also
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Lean Techniques 
...ells you that the store has a policy of prohibiting this. Why? Wouldn't it make sense to give the customer what he wants exactly when he wants it? Yes, but the furniture store is not a lean business. In fact, the furniture industry uses batch and queue processes that inconvenience the customer at every turn. In this course, you'll learn how lean techniques can help organizations maximize value
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Building Brand Equity 
...of subsidiary companies each corporation owns. Here's why: brand equity. It's a fact that each subsidiary of a corporation has a value linked to its brand names, in addition to its base dollar-value. This value is measured by the consumer's attitudes and loyalties toward the brand. Brand equity adds dollar-value to a company's worth. So, what are the components that make brand
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Pricing and Profitability for Product Managers 
A crucial aspect of a product manager's job is deciding what price to charge for a given product. It's equally important to understand that pricing decisions do not happen in a vacuum; the product manager will be held accountable for the success of the products he prices. Clearly, it's important for the product manager to understand the financial implications of his decisions. In this course,
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Developing a New-product Strategy 
Product development is not a mystery. Nor is it only the concern of your research and development department. One of your main responsibilities as a product manager is to create a new-product strategy. This means that in addition to developing new-product goals, you also need to develop a plan for reaching those goals. In this course, you'll explore the tools and techniques to help you create a
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Branding Your Internet Identity Form Strategic Alliances 
This course defines the characteristics of reciprocal links and shows learners how to recognize why strategic alliances sometimes fail. It also helps them to understand the guidelines involved in creating a strategic alliance and shows the steps involved in negotiating, implementing and supporting any alliance. Professionals who want to create and promote an online marketing strategy
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E-mail and Internet Use 
E-mail and
Internet technologies are rapid communication and information tools that spell success for any person or business that knows how to take advantage of them. However, there are dangers in the use of this advanced technology. This course outlines the pitfalls involved in using e-mail and accessing the Internet through a company's network, and the policies that are often implemented to
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A Manager s Introduction to Business Law 
This course introduces managers to the fundamental concepts of business law. It begins by exposing some prevalent legal misconceptions shared by management and establishes the true role that law plays in society and business. The relationship between business ethics and law is explained and how managers serve as vital role models for demonstrating ethical business practices. This course also
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The Sarbanes-Oxley Act of 2002 
On
July 30, 2002,
President Bush signed into law the
Sarbanes-Oxley Act of 2002. Sparked by a wave of dramatic corporate and accounting scandals, this federal securities legislation attempts to combat corporate fraud and to enhance the accuracy and reliability of corporate disclosures made pursuant to the securities laws. The act's provisions have helped to enhance audit committee responsibility
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Union Awareness 
...rkers were union members--down from 12.9 percent in 2003. Why is membership declining? Perhaps the growing number of laws in place to protect workers prevents the necessity of unions, or perhaps the nature of the work itself has changed. Regardless of the decline, workers still have the legal right to form unions, and you need a basic understanding of workers' rights, and what rights you have
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Rightful Termination 
One of the most difficult things you will do as a manager is to tell an employee that his or her working relationship with the company must end. When you take this course, you will learn specific steps to follow when terminating someone's employment due to layoffs, performance problems or misconduct. You will then have the opportunity to apply what you've learned in a role play. Of course, the
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Design Concepts for Web Sites 
To describe, explain, and equip students to use the basic techniques of web site design and development
Web authors, webmasters, marketing and communications professionals, PR professionals, graphic designers, desktop designers, technical writers, and library scientists
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Usability Engineering 
This
WestNet e-Learning module presents the concept of usability engineering and also explores the various forms of testing and measurement, measurement devices, and methodology.
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Introducing User-Centered Design 
To identify the principles and benefits of user-centered design and to determine a practical approach to promoting user-centered design methodology in organizations This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Microsoft SMS 2003 Planning the Hierarchy 
To explain how to design the site hierarchy and identify the considerations involved in capacity planning
Systems administrators, systems engineers, systems analysts, IT consultants, and support professionals with responsibility for planning and deploying Microsoft Systems Management Server 2003
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Web Strategies for Business 
This
WestNet e-Learning module begins with a review of the brief, but rapid, evolution of
Web sites from static brochures to highly interactive online applications. We also trace the parallel development of e-commerce, and outline the major models of business on the Web.
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E-Commerce 7 0 
This
WestNet e-Learning module explores the extensive, invisible "back-end" systems that make online business possible: credit cards and electronic cash,
Web marketing strategies, search engines that bring customers to online storefronts, and integrated systems of specialized servers that handle complex transactions at a distance.
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Web Development Process 
In this
WestNet e-Learning module, we show how
Web developers can benefit by applying formal software engineering processes to site projects. Many Web developers are still learning the lesson that the softwaredevelopment community learned 20 years ago: process pays. It pays in shorter schedules, better designs, and higher user satisfaction.
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RF Fundamentals 
This module discusses the properties of radio frequency (RF) radiation and how its behavior can affect the performance of a wireless
LAN. We introduce the uses and properties of antennas and explain the mathematical relationships that exist in RF circuits and why they are important, as well as how to perform the necessary RF math calculations.
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