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In the healthcare setting, cultural competence refers to the ability to provide appropriate and effective medical care and services to members of various cultural groups. This ability rests on a set of...
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In the healthcare setting, cultural competence refers to the ability to provide appropriate and effective medical care and services to members of various cultural groups. This ability rests on a set of attitudes, skills, policies, and practices that make it possible for providers and organizations to understand and communicate with their residents on an in-depth level.
In the healthcare setting, cultural competence refers to the ability to provide appropriate and effective medical care and services to members of various cultural groups. This ability rests on a set of attitudes, skills, policies, and practices that make it possible for providers and organizations to understand and communicate with their residents on an in-depth level.
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Produced by: HealthStream
In the healthcare setting, cultural competence refers to the ability to provide appropriate and effective care to members of various cultural groups. This ability rests on a set of •Attitudes •Skills...
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In the healthcare setting, cultural competence refers to the ability to provide appropriate and effective care to members of various cultural groups. This ability rests on a set of •Attitudes •Skills •Policies •Practices It is important for providers and organizations to understand and communicate with their patients on an in-depth level. Providing culturally competent care will allow you to: •Provide optimal care for all patients •Maintain compliance with laws and recommendations This is the second course in a series. To get the most out of this course, you should have a working knowledge of the information presented in Part 1 (Cultural Competence: Background and Benefits).
In the healthcare setting, cultural competence refers to the ability to provide appropriate and effective care to members of various cultural groups. This ability rests on a set of •Attitudes •Skills •Policies •Practices It is important for providers and organizations to understand and communicate with their patients on an in-depth level. Providing culturally competent care will allow you to: •Provide optimal care for all patients •Maintain compliance with laws and recommendations This is the second course in a series. To get the most out of this course, you should have a working knowledge of the information presented in Part 1 (Cultural Competence: Background and Benefits).
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Produced by: HealthStream
The Cultural Competency Exam is part of the "Core Competency" exam series. Topics covered in this exam include recognizing other’s belief systems, recognizing one’s own belief system, perceptions of illness,...
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The Cultural Competency Exam is part of the "Core Competency" exam series. Topics covered in this exam include recognizing other’s belief systems, recognizing one’s own belief system, perceptions of illness, treatment, and death, and the use of an interpreter.
The Cultural Competency Exam is part of the "Core Competency" exam series. Topics covered in this exam include recognizing other’s belief systems, recognizing one’s own belief system, perceptions of illness, treatment, and death, and the use of an interpreter.
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Produced by: Nurse Competency
Este curso hará un repaso breve y una actualización de sus conocimientos respecto a: •Ética y cumplimiento •Derechos de los pacientes
Este curso hará un repaso breve y una actualización de sus conocimientos respecto a: •Ética y cumplimiento •Derechos de los pacientes
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Produced by: HealthStream
Este curso hará un repaso breve y una actualización de sus conocimientos respecto a los siguientes temas: •Seguridad •Preparación ante situaciones de emergencia •Control de infecciones
Este curso hará un repaso breve y una actualización de sus conocimientos respecto a los siguientes temas: •Seguridad •Preparación ante situaciones de emergencia •Control de infecciones
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Produced by: HealthStream
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an...
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Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners interested in the Customer Service Representative (CSR) certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
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Produced by: SkillSoft
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
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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
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an...
[READ MORE]
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners interested in the Customer Service Representative (CSR) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners interested in the Customer Service Representative (CSR) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.
[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
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.
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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
Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive...
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Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center/help desk environment.
Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center/help desk environment.
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Produced by: SkillSoft
To emphasize the need of a formal decision-making process, C. Wright Mills, an American sociologist and author, once said, 'Freedom is not merely the opportunity to do as one pleases; neither is it merely the...
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To emphasize the need of a formal decision-making process, C. Wright Mills, an American sociologist and author, once said, 'Freedom is not merely the opportunity to do as one pleases; neither is it merely the opportunity to choose between set alternatives. Freedom is, first of all, the chance to formulate the available choices, to argue over them – and then the opportunity to choose.' It's been estimated that most human beings make thousands of decisions in the course of an average day, many of which are unconscious decisions. It is important for your personal and professional success that you become an effective decision maker. This involves following an established decision-making process and adapting your decision-making style to suit different situations. This course introduces you to the fundamentals of decision making and illustrates techniques to help you become an effective decision maker. The course first walks you through the steps of a widely accepted decision-making process. Then it leads to a description of the factors influencing your decision-making style and shows how to adapt that style to suit a given situation. So you'll have everything you need to start on the road to becoming an effective decision maker.
To emphasize the need of a formal decision-making process, C. Wright Mills, an American sociologist and author, once said, 'Freedom is not merely the opportunity to do as one pleases; neither is it merely the opportunity to choose between set alternatives. Freedom is, first of all, the chance to formulate the available choices, to argue over them – and then the opportunity to choose.' It's been estimated that most human beings make thousands of decisions in the course of an average day, many of which are unconscious decisions. It is important for your personal and professional success that you become an effective decision maker. This involves following an established decision-making process and adapting your decision-making style to suit different situations. This course introduces you to the fundamentals of decision making and illustrates techniques to help you become an effective decision maker. The course first walks you through the steps of a widely accepted decision-making process. Then it leads to a description of the factors influencing your decision-making style and shows how to adapt that style to suit a given situation. So you'll have everything you need to start on the road to becoming an effective decision maker.
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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
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...
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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.
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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.
[READ LESS]
Produced by: SkillSoft