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Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is...
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Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
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Produced by: HealthStream
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is...
[READ MORE]
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
[READ LESS]
Produced by: HealthStream
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is...
[READ MORE]
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
[READ LESS]
Produced by: HealthStream
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is...
[READ MORE]
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
Patients today have both high standards and many healthcare options. To attract and retain patients, providers and facilities must stand out from the competition. Providing excellent customer service is one way to stand out from the crowd. This course will help you improve your customer service skills. You will learn: •The benefits of giving excellent customer service •Methods for delighting your customers •Methods for handling customer complaints
[READ LESS]
Produced by: HealthStream
How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a...
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How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration.
How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration.
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Produced by: SkillSoft
Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to...
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Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention the customers' needs, and understanding your their feelings by empathizing with them.
Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention the customers' needs, and understanding your their feelings by empathizing with them.
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Produced by: SkillSoft
How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities,...
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How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and services, as well as your intentions. This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance.
How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and services, as well as your intentions. This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance.
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Produced by: SkillSoft
Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right...
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Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer.
Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer.
[READ LESS]
Produced by: SkillSoft
Microsoft Outlook 2007 is highly customizable. You can tailor the interface by selecting views – or modifying them – to suit your needs. Using a timeline you can track items, such as e-mail or phone...
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Microsoft Outlook 2007 is highly customizable. You can tailor the interface by selecting views – or modifying them – to suit your needs. Using a timeline you can track items, such as e-mail or phone conversations, within Outlook itself and also externally. In addition, Outlook allows you to configure and customize multiple e-mail accounts so that you can view e-mail messages from many different accounts within a single Outlook interface. This course demonstrates how to customize Outlook to meet a variety of such requirements, how to track items in Outlook, and how to configure additional e-mail accounts.
Microsoft Outlook 2007 is highly customizable. You can tailor the interface by selecting views – or modifying them – to suit your needs. Using a timeline you can track items, such as e-mail or phone conversations, within Outlook itself and also externally. In addition, Outlook allows you to configure and customize multiple e-mail accounts so that you can view e-mail messages from many different accounts within a single Outlook interface. This course demonstrates how to customize Outlook to meet a variety of such requirements, how to track items in Outlook, and how to configure additional e-mail accounts.
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Produced by: SkillSoft
During the Improve stage of a project, the Six Sigma team uses tools to address the causes of problems in the process. Cycle time reduction and continuous improvement tools are popular choices to address many...
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During the Improve stage of a project, the Six Sigma team uses tools to address the causes of problems in the process. Cycle time reduction and continuous improvement tools are popular choices to address many of these problems. Reducing cycle time brings products to the market faster and improves delivery time and overall customer satisfaction. A timely and productive application of kaizen - or continuous improvement - allows an organization to eliminate waste, streamline processes, reduce costs, and create a Lean culture in the organization. This course looks at some of the common lean tools for cycle time reduction and continuous improvement, including continuous flow, setup reduction, kaizen, and kaizen blitz. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward their certification and to become productive members on their Six Sigma project teams.
During the Improve stage of a project, the Six Sigma team uses tools to address the causes of problems in the process. Cycle time reduction and continuous improvement tools are popular choices to address many of these problems. Reducing cycle time brings products to the market faster and improves delivery time and overall customer satisfaction. A timely and productive application of kaizen - or continuous improvement - allows an organization to eliminate waste, streamline processes, reduce costs, and create a Lean culture in the organization. This course looks at some of the common lean tools for cycle time reduction and continuous improvement, including continuous flow, setup reduction, kaizen, and kaizen blitz. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward their certification and to become productive members on their Six Sigma project teams.
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Produced by: SkillSoft
Before a Six Sigma team can begin to improve an organization's processes, it must measure key performance indicators. In doing so, the team identifies, collects, and analyzes data related to the processes....
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Before a Six Sigma team can begin to improve an organization's processes, it must measure key performance indicators. In doing so, the team identifies, collects, and analyzes data related to the processes. This course introduces basic types of data, such as continuous and discrete data, as well as various measurement scales. You will learn how to plan data collection and how to use data sampling techniques and data collection tools, such as check sheets. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward achieving their certification and becoming productive members of their Six Sigma project teams.
Before a Six Sigma team can begin to improve an organization's processes, it must measure key performance indicators. In doing so, the team identifies, collects, and analyzes data related to the processes. This course introduces basic types of data, such as continuous and discrete data, as well as various measurement scales. You will learn how to plan data collection and how to use data sampling techniques and data collection tools, such as check sheets. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward achieving their certification and becoming productive members of their Six Sigma project teams.
[READ LESS]
Produced by: SkillSoft
You can use the enhanced security features included in Microsoft Outlook 2007 to protect your e-mail and computer from malicious attacks that can arrive in the form of incoming e-mail messages. The program...
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You can use the enhanced security features included in Microsoft Outlook 2007 to protect your e-mail and computer from malicious attacks that can arrive in the form of incoming e-mail messages. The program also provides you with tools used to archive and manage the size of your mailbox to ensure that you can locally store your e-mail messages for future reference. With Outlook 2007 you can choose to work offline and access your e-mail messages without connecting to a server, and then synchronize Outlook with the server at a more convenient time. You can also connect to the Exchange Server using Outlook Web Access (OWA) at times when you do not have access to the Outlook application. OWA provides you with many of the same features that Outlook 2007 offers, but through a browser interface. This course demonstrates how to configure the security settings, offline access, and synchronization settings for Outlook 2007. The course also shows you how to access Outlook from the Internet, and how to archive data and manage your data file sizes.
You can use the enhanced security features included in Microsoft Outlook 2007 to protect your e-mail and computer from malicious attacks that can arrive in the form of incoming e-mail messages. The program also provides you with tools used to archive and manage the size of your mailbox to ensure that you can locally store your e-mail messages for future reference. With Outlook 2007 you can choose to work offline and access your e-mail messages without connecting to a server, and then synchronize Outlook with the server at a more convenient time. You can also connect to the Exchange Server using Outlook Web Access (OWA) at times when you do not have access to the Outlook application. OWA provides you with many of the same features that Outlook 2007 offers, but through a browser interface. This course demonstrates how to configure the security settings, offline access, and synchronization settings for Outlook 2007. The course also shows you how to access Outlook from the Internet, and how to archive data and manage your data file sizes.
[READ LESS]
Produced by: SkillSoft
During the Measure stage of the DMAIC methodology, a Six Sigma project team uses tools and techniques to measure process performance and gather data. These metrics are used to better understand the process,...
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During the Measure stage of the DMAIC methodology, a Six Sigma project team uses tools and techniques to measure process performance and gather data. These metrics are used to better understand the process, identify issues, and create performance benchmarks. This course introduces basic types of data, such as qualitative and quantitative data, as well as measurement scales. You will learn the elements of a data collection plan and how to use data collection tools, such as surveys and checklists. This course is aligned to the ASQ Body of Knowledge and is designed to assist Yellow Belt candidates toward achieving their certifications and becoming productive members of their Six Sigma project teams.
During the Measure stage of the DMAIC methodology, a Six Sigma project team uses tools and techniques to measure process performance and gather data. These metrics are used to better understand the process, identify issues, and create performance benchmarks. This course introduces basic types of data, such as qualitative and quantitative data, as well as measurement scales. You will learn the elements of a data collection plan and how to use data collection tools, such as surveys and checklists. This course is aligned to the ASQ Body of Knowledge and is designed to assist Yellow Belt candidates toward achieving their certifications and becoming productive members of their Six Sigma project teams.
[READ LESS]
Produced by: SkillSoft
An organization's success depends upon how it delivers on its processes. Before Black Belts can begin to improve an organization's processes, they must collect data to measure current processes using...
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An organization's success depends upon how it delivers on its processes. Before Black Belts can begin to improve an organization's processes, they must collect data to measure current processes using appropriate methods and tools. Successful data collection starts with careful planning and a knowledge of various data types, measurement methods, and sampling techniques. Black Belts also need to be aware of best practices for ensuring data accuracy and integrity. As Six Sigma team leaders, Black Belts help to oversee careful data collection efforts during the Measure phase of the Six Sigma DMAIC process. This course prepares Black Belts for successful data collection by surveying the types of data, measurement methods, and scales; sampling techniques; and collection methods available. It offers guidance for ensuring data integrity, pointing to different collection methods for different informational needs, and recommending best practices for front-line data collectors. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.
An organization's success depends upon how it delivers on its processes. Before Black Belts can begin to improve an organization's processes, they must collect data to measure current processes using appropriate methods and tools. Successful data collection starts with careful planning and a knowledge of various data types, measurement methods, and sampling techniques. Black Belts also need to be aware of best practices for ensuring data accuracy and integrity. As Six Sigma team leaders, Black Belts help to oversee careful data collection efforts during the Measure phase of the Six Sigma DMAIC process. This course prepares Black Belts for successful data collection by surveying the types of data, measurement methods, and scales; sampling techniques; and collection methods available. It offers guidance for ensuring data integrity, pointing to different collection methods for different informational needs, and recommending best practices for front-line data collectors. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.
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Produced by: SkillSoft
"Microsoft Office Access 2007 makes it easy for you to share and manage data using the collaborative environment of a Microsoft Windows SharePoint site along with the many data management features available...
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"Microsoft Office Access 2007 makes it easy for you to share and manage data using the collaborative environment of a Microsoft Windows SharePoint site along with the many data management features available within Access 2007. This course explains how SharePoint sites can be used with Access and demonstrates options such as moving data to a SharePoint site, publishing data to a SharePoint site, importing from or linking to a SharePoint list, creating an Access view of a SharePoint list, working offline with SharePoint lists, as well as tracking data versioning in SharePoint. Another feature of Access 2007 is its programmability. Using Access macros and Visual Basic for Applications (VBA) code you can easily add functionality to a database to suit your business needs. In addition to SharePoint integration, this course provides an introduction to programming in Access and explores when to use macros or VBA code to automate processes. It also demonstrates how to create, launch, and modify macros and explains the use of the Visual Basic Editor to create event handlers and set control property values."
"Microsoft Office Access 2007 makes it easy for you to share and manage data using the collaborative environment of a Microsoft Windows SharePoint site along with the many data management features available within Access 2007. This course explains how SharePoint sites can be used with Access and demonstrates options such as moving data to a SharePoint site, publishing data to a SharePoint site, importing from or linking to a SharePoint list, creating an Access view of a SharePoint list, working offline with SharePoint lists, as well as tracking data versioning in SharePoint. Another feature of Access 2007 is its programmability. Using Access macros and Visual Basic for Applications (VBA) code you can easily add functionality to a database to suit your business needs. In addition to SharePoint integration, this course provides an introduction to programming in Access and explores when to use macros or VBA code to automate processes. It also demonstrates how to create, launch, and modify macros and explains the use of the Visual Basic Editor to create event handlers and set control property values."
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Produced by: SkillSoft
You make decisions all day long; many are quick and simple. But when decisions have a far reaching impact, you need to take care to fully understand the issue, consider diverse viewpoints, and evaluate...
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You make decisions all day long; many are quick and simple. But when decisions have a far reaching impact, you need to take care to fully understand the issue, consider diverse viewpoints, and evaluate various options against the right criteria, avoiding traps of bias and hasty conclusions along the way. Once you've made the best decision, put it in action and verify the results. In this Challenge, you'll play the role of a Facilities Manager using a problem-solving approach to choose the right building and location for your company's next move.
You make decisions all day long; many are quick and simple. But when decisions have a far reaching impact, you need to take care to fully understand the issue, consider diverse viewpoints, and evaluate various options against the right criteria, avoiding traps of bias and hasty conclusions along the way. Once you've made the best decision, put it in action and verify the results. In this Challenge, you'll play the role of a Facilities Manager using a problem-solving approach to choose the right building and location for your company's next move.
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Produced by: SkillSoft
This CE course provides insight for health care professionals on understanding the impacts of unintended pregnancies and the high risk of this among homeless women. Included in the topics of focus: why family...
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This CE course provides insight for health care professionals on understanding the impacts of unintended pregnancies and the high risk of this among homeless women. Included in the topics of focus: why family planning is an important public health issue; understanding and preventing unintended pregnancies; contraceptive use among homeless women; and provider-based barriers to contraception among women experiencing homelessness.
This CE course provides insight for health care professionals on understanding the impacts of unintended pregnancies and the high risk of this among homeless women. Included in the topics of focus: why family planning is an important public health issue; understanding and preventing unintended pregnancies; contraceptive use among homeless women; and provider-based barriers to contraception among women experiencing homelessness.
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Produced by: Quantum Units Education
This course delivers background information about depression and offers ideas that providers can use daily when helping mothers and their families who may be suffering from depression. This course also...
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This course delivers background information about depression and offers ideas that providers can use daily when helping mothers and their families who may be suffering from depression. This course also includes useful resources and handouts for mothers with depression.
This course delivers background information about depression and offers ideas that providers can use daily when helping mothers and their families who may be suffering from depression. This course also includes useful resources and handouts for mothers with depression.
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Produced by: Quantum Units Education
Design for Six Sigma (DFSS) is an innovative approach for the design or redesign of a process, product, or service from the ground up. It follows a 'pay me now or pay me later' adage by spending effort and...
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Design for Six Sigma (DFSS) is an innovative approach for the design or redesign of a process, product, or service from the ground up. It follows a 'pay me now or pay me later' adage by spending effort and time on creating a Six Sigma level process or product design up front, avoiding efforts to fix them later. Tools such as Failure Modes and Effects Analysis (FMEA) are extensively used to achieve DFSS goals. FMEA helps identify possible failures and their potential impact on a design, manufacturing assembly process, or product or service and prioritize actions to address them. This course will examine how Six Sigma combines DFSS and tools such as FMEA to reach its organizational goals. It introduces key DFSS and FMEA methodologies and concepts, distinguishes DFSS methodologies from Six Sigma DMAIC, and explains how to prioritize process and design risks using FMEA. This course is aligned to the ASQ Body of Knowledge and designed to assist Green Belt candidates toward their certifications and becoming productive members of their Six Sigma project teams.
Design for Six Sigma (DFSS) is an innovative approach for the design or redesign of a process, product, or service from the ground up. It follows a 'pay me now or pay me later' adage by spending effort and time on creating a Six Sigma level process or product design up front, avoiding efforts to fix them later. Tools such as Failure Modes and Effects Analysis (FMEA) are extensively used to achieve DFSS goals. FMEA helps identify possible failures and their potential impact on a design, manufacturing assembly process, or product or service and prioritize actions to address them. This course will examine how Six Sigma combines DFSS and tools such as FMEA to reach its organizational goals. It introduces key DFSS and FMEA methodologies and concepts, distinguishes DFSS methodologies from Six Sigma DMAIC, and explains how to prioritize process and design risks using FMEA. This course is aligned to the ASQ Body of Knowledge and designed to assist Green Belt candidates toward their certifications and becoming productive members of their Six Sigma project teams.
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Produced by: SkillSoft
In the Improve stage of Six Sigma DMAIC, Six Sigma teams design and conduct experiments to investigate the relationships between input variables and response variables. By controlling and changing the input...
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In the Improve stage of Six Sigma DMAIC, Six Sigma teams design and conduct experiments to investigate the relationships between input variables and response variables. By controlling and changing the input variables and observing the effects on the response variables, a Six Sigma team gains a deep understanding of their relationships. After determining what and how much needs to be changed to gain the desired improvement, teams generate solution ideas. This course surveys the concepts that are fundamental to the Design of Experiments methodology, including the basic elements of experiments: variables, factors and levels, responses, treatments, errors, repetition, blocks, randomization, effects, and replication. It also introduces and analyzes main effects, interaction effects, and their plots. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward their certification and to become productive members on their Six Sigma project teams.
In the Improve stage of Six Sigma DMAIC, Six Sigma teams design and conduct experiments to investigate the relationships between input variables and response variables. By controlling and changing the input variables and observing the effects on the response variables, a Six Sigma team gains a deep understanding of their relationships. After determining what and how much needs to be changed to gain the desired improvement, teams generate solution ideas. This course surveys the concepts that are fundamental to the Design of Experiments methodology, including the basic elements of experiments: variables, factors and levels, responses, treatments, errors, repetition, blocks, randomization, effects, and replication. It also introduces and analyzes main effects, interaction effects, and their plots. This course is aligned to the ASQ Body of Knowledge and is designed to assist Green Belt candidates toward their certification and to become productive members on their Six Sigma project teams.
[READ LESS]
Produced by: SkillSoft
Six Sigma teams design and conduct experiments to investigate the relationships between input variables and response variables. By controlling and changing the input variables and observing the effects on the...
[READ MORE]
Six Sigma teams design and conduct experiments to investigate the relationships between input variables and response variables. By controlling and changing the input variables and observing the effects on the response variables, a Six Sigma team gains a deep understanding of these relationships. After determining what and how much needs to be changed to meet the desired improvement, teams generate solution ideas based on the best combination of input variables' settings to optimize the response, and then the ideas are tested, implemented, and validated. Later in the Control stage, efforts are made to keep the improved processes, products, or services under statistical control and to retain the gains. This course explores full and fractional factorial designs and the DOE process. In addition, it teaches how to select, test, and validate solutions using a variety of analysis, screening, and testing tools commonly used in Six Sigma. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation.
Six Sigma teams design and conduct experiments to investigate the relationships between input variables and response variables. By controlling and changing the input variables and observing the effects on the response variables, a Six Sigma team gains a deep understanding of these relationships. After determining what and how much needs to be changed to meet the desired improvement, teams generate solution ideas based on the best combination of input variables' settings to optimize the response, and then the ideas are tested, implemented, and validated. Later in the Control stage, efforts are made to keep the improved processes, products, or services under statistical control and to retain the gains. This course explores full and fractional factorial designs and the DOE process. In addition, it teaches how to select, test, and validate solutions using a variety of analysis, screening, and testing tools commonly used in Six Sigma. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation.
[READ LESS]
Produced by: SkillSoft
In any improvement initiative, organizations must determine whether their existing processes meet the targets and specifications demanded by the customer, or by the business. Measuring and analyzing the...
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In any improvement initiative, organizations must determine whether their existing processes meet the targets and specifications demanded by the customer, or by the business. Measuring and analyzing the capability and performance of a process under review enables organizations to numerically represent and interpret its current state, and to report its sigma level. When done correctly, process capability analyses enable Black Belts to precisely assess current performance in light of future goals, and ultimately, to determine the need and targets of process improvement. Process capabilities can be determined for normal and non-normal data, variable (continuous) and attribute (discrete) data, and for long- and short-term alike. This course explores key considerations and calculations used in determining process capability and performance. This includes choosing parameters, verifying the stability and normality of a given process, and gathering and interpreting capability and performance data using common indices. The course also explores the special treatment of non-normal data and attributes data in the context of a capability study and long-and short-term capability. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.
In any improvement initiative, organizations must determine whether their existing processes meet the targets and specifications demanded by the customer, or by the business. Measuring and analyzing the capability and performance of a process under review enables organizations to numerically represent and interpret its current state, and to report its sigma level. When done correctly, process capability analyses enable Black Belts to precisely assess current performance in light of future goals, and ultimately, to determine the need and targets of process improvement. Process capabilities can be determined for normal and non-normal data, variable (continuous) and attribute (discrete) data, and for long- and short-term alike. This course explores key considerations and calculations used in determining process capability and performance. This includes choosing parameters, verifying the stability and normality of a given process, and gathering and interpreting capability and performance data using common indices. The course also explores the special treatment of non-normal data and attributes data in the context of a capability study and long-and short-term capability. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.
[READ LESS]
Produced by: SkillSoft
Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a...
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Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a Six Sigma strategy used to capture requirements and feedback from customers in order to meet their requirements. Voice of the customer is a critical input at every stage in the Six Sigma DMAIC process, particularly at the Define stage. At this stage, critical customer requirements concerning quality, cost, process, and delivery are collected and translated into measurable, actionable project goals using a number of tools. Using VOC begins with defining Six Sigma goals for collecting and analyzing customer requirements. It is imperative that Six Sigma leaders determine the critical to x (CTx) requirements concerning quality, cost, process, and delivery requirements of customers and the organization. Then the team needs to identify and select the most effective methods for collecting customer feedback and requirements. From there, customer requirements are translated into measurable, actionable project goals. This course examines how an organization uses the voice of the customer to define the problem at hand and to set the direction of its Six Sigma efforts. It discusses some common customer data collection methods - such as surveys, interviews, and focus groups - and looks at how to ensure validity and reliability in data collection. In addition, the course illustrates how tools such as CTx, SIPOC, Kano analysis, critical-to-quality (CTQ) analysis, and quality function deployment (QFD) are used to translate customer data into critical customer requirements and actionable goals for the Six Sigma team. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.
Customers are at the heart of all Six Sigma initiatives, and this focus on customers is what makes Six Sigma an outstanding organizational performance improvement program. The voice of the customer (VOC) is a Six Sigma strategy used to capture requirements and feedback from customers in order to meet their requirements. Voice of the customer is a critical input at every stage in the Six Sigma DMAIC process, particularly at the Define stage. At this stage, critical customer requirements concerning quality, cost, process, and delivery are collected and translated into measurable, actionable project goals using a number of tools. Using VOC begins with defining Six Sigma goals for collecting and analyzing customer requirements. It is imperative that Six Sigma leaders determine the critical to x (CTx) requirements concerning quality, cost, process, and delivery requirements of customers and the organization. Then the team needs to identify and select the most effective methods for collecting customer feedback and requirements. From there, customer requirements are translated into measurable, actionable project goals. This course examines how an organization uses the voice of the customer to define the problem at hand and to set the direction of its Six Sigma efforts. It discusses some common customer data collection methods - such as surveys, interviews, and focus groups - and looks at how to ensure validity and reliability in data collection. In addition, the course illustrates how tools such as CTx, SIPOC, Kano analysis, critical-to-quality (CTQ) analysis, and quality function deployment (QFD) are used to translate customer data into critical customer requirements and actionable goals for the Six Sigma team. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.
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Produced by: SkillSoft
Skillful delegation creates a true win-win situation: It allows managers to leverage their strengths and focus on strategy while giving team members opportunity to learn and grow. This Challenge Series...
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Skillful delegation creates a true win-win situation: It allows managers to leverage their strengths and focus on strategy while giving team members opportunity to learn and grow. This Challenge Series exercise focuses on how to best develop employees through the practice of delegation.
Skillful delegation creates a true win-win situation: It allows managers to leverage their strengths and focus on strategy while giving team members opportunity to learn and grow. This Challenge Series exercise focuses on how to best develop employees through the practice of delegation.
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Produced by: SkillSoft
In today's workplace, it's often true that we can't accomplish complex projects on our own. This Challenge Series exercise explores how developing competency in organizational agility can assist in tackling...
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In today's workplace, it's often true that we can't accomplish complex projects on our own. This Challenge Series exercise explores how developing competency in organizational agility can assist in tackling short-term issues, and support long-term growth. The learner plays the role of a corporate finance professional at an electronics company.
In today's workplace, it's often true that we can't accomplish complex projects on our own. This Challenge Series exercise explores how developing competency in organizational agility can assist in tackling short-term issues, and support long-term growth. The learner plays the role of a corporate finance professional at an electronics company.
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Produced by: SkillSoft