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Course Criteria
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3.00 Credits
Risk management has been long been a blind spot for global business. Before taking a product or service from concept into production, you must perform due diligence to determine whether the design addresses your requirements, hits your performance targets, and can be properly tested. In system design, risk will be present, and it is vitally important to learn how to identify, quantify, and manage it. This course, authored by Professor Peter Jackson of Cornell's Systems Engineering Program, will teach you how to run a Failure Modes and Effects Analysis (FMEA) in order to quantify and manage risk; the course will also provide real-life examples to illustrate the practical dimensions of risk management and communicate what's at stake if shortcuts are taken. There are opportunities to take corrective action when flaws are discovered in the design concept and processes. This course covers how to problem-solve in order to reduce the severity of negative outcomes, and how to deploy the FMEA process to prioritize corrective actions. Students will fill out real-life worksheets and participate in informative exercises that teach occurrence likelihood rating, severity rating, risk priority numbers (RPS), and other valuable concepts. Also, models introduced in previous courses will be used, allowing learners to gain a deeper understanding of applied risk management. By the end of the course, all participants will understand the steps necessary to identify, quantify, and mitigate risk. Who Should Take This Course Anyone whose job involves developing, marketing, or managing products or services should take this course. Engineers and other technical specialists will learn how to best apply their talents, and marketers and managers will gain a deep understanding of the origins and impact of customer behavior. Course Format This course contains the following modules: Validate and Verify Requirements Conduct Design Reviews Develop a Test Plan Manage Risks Risk and the Design Process Identify Risks Quantify Risks Mitigate Risks Benefits to Learner Learners who complete this course will be able to: Use design reviews to validate requirements Create and use test plans to verify requirements Employ a formal risk management technique to complete an analysis of potential design failures and implement corrective actions Certificate Information This course can be applied to the following certificates: A Systems Approach to Product and Service Design Sponsoring School Cornell University's College of Engineering
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3.00 Credits
If organizations are to remain productive and maintain a competitive advantage in this fast-paced, constantly changing, global economy, it is essential that they understand how to create and utilize effective work teams at all levels of the organization. When well managed, teams improve productivity, innovation, and the likelihood of success. Ineffective teams lead to frustration and the loss of time and productivity. In this course, learners will explore the dimensions and inherent benefits of a well-organized, synchronized team and how to develop a systematic and concrete approach to organizing individuals into a highly effective, productive, and cohesive work force Who Should Take This Course This course is critical for all levels of managers, supervisors, and team leaders who need to organize their employees into productive, innovative teams. Course Format This course contains the following modules: Teams and Team Goals Benefits of working in teams over working independently Establishing clear team goals Characteristics of effective goals Participatory goal setting Team Member Behavior, Norms, and Group Interaction Task functions and relationship functions Behaviors that encourage or harm member relations Developing healthy, productive group norms Strategies to deal with social loafing Factors affecting cohesion/cohesiveness Bales Interaction Analysis Five basic group structures and how they influence communication flow Characteristics of a well-functioning team The role of the participant observer Benefits to Learner Learners who complete this course will be able to: Explain the principles of group dynamics and development Describe the dimensions of team member behavior Assess how effectively a team functions Certificate Information This course can be applied to the following certificate: Leading Management Teams Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
In a networked economy, the overload of information, tasks, and meetings, as well as the need to stay connected to colleagues in other time zones, often erodes productivity and effectiveness. Managers need the strategies and techniques for work prioritization and personal time management that are so vital for success in today's demanding, multitasking workplace. In this course, learners will learn about the best practices for structuring their own personal time and workload, and for leading efficient and successful meetings for increased productivity. Who Should Take This Course This course is necessary for all managers, supervisors, and team leaders at any level of the organization and in any industry who want to learn to make their workdays more productive. Course Format This course contains the following modules: Solving Time Management Problems Tendencies that affect personal time-management behaviors Strategies for beating procrastination Distinguishing essential tasks from those of lower priority Distinguishing between urgent and important events ?ime robbers" Personal habits that impede effective time management Analyzing interruptions to reduce the tendency of others to cut into your valuable time Assertiveness skills for effective time management Constructive confrontation Using a time log to analyze your habits and work activities Managing Team Meetings Functions served by meetings Effective meeting preparation Best practices for leading a meeting effectively Asking the right questions to achieve the most effective group participation Six categories of questions and the appropriate use of each Benefits to Learner Learners who complete this course will be able to: Identify and overcome personal tendencies that lead to procrastination Efficiently prioritize tasks and events based on urgency Plan and lead meetings that successfully disseminate relevant information and increase morale and productivity Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
In today's competitive business world, managers are charged with making many project-related decisions, often involving costs or revenues that will be encountered some time in the future. Managers need to have a fundamental understanding of the time value of money. In this course, learners develop a solid understanding of the time value of money. Using timelines and cash-flow calculations they will learn to project cash flow, calculate payments, establish the value of securities and investments, and determine when it is more cost effective to lease or to buy. Who Should Take This Course This course is crucial for managers without a significant financial background who are charged with project planning, purchasing decisions, and planning capital budgeting projects. Course Format This course contains the following modules: Intuition and Conceptual Framework Explaining the importance of the timing of future cash flows Using a cash-flow timeline to conceptualize TVM problems Basic TVM Tools Using a financial calculator to solve TVM problems Calculating the future and present value of a lump-sum payment Advanced TVM Tools Calculating the value of perpetuities and growing perpetuities Calculating the future and present value of annuities Benefits to Learner Learners who complete this course will be able to: Make planning decisions in the present, based on the accurate calculation of cash flow projections Use a cash-flow timeline to conceptualize time-value-of-money problems Use a financial calculator to solve time-value-of-money problems Calculate present and future values of payments, perpetuities, and annuities Use these concepts as a foundation for making capital investment decisions Certificate Information This course can be applied to the following certificates: Business Leadership Skills Financial Management Other Requirements Learners in this course need one of the following financial calculators: Hewlett-Packard 12C Texas Instruments BA II Plus Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
With emerging technologies and expanding global marketplaces, it is imperative that organizations become highly proficient in driving their change agenda. Whether diversifying, downsizing, merging, reorienting business, or developing new management structures, organizations must be able to effectively carry out change initiatives to remain productive and competitive. In this course, learners learn to assess organizational readiness and their own ability to facilitate change. Working with a comprehensive organizational change scenario, this experiential exercise provides an opportunity for learners to learn by doing and to assess their own effectiveness in facilitating change. Who Should Take This Course This course is fundamental for managers, supervisors, and team leaders in any organization who want to learn how to successfully initiate organizational or departmental change. Course Format This course contains the following modules: Managing Change Organizational change tactics and their correspondence to different stages of readiness or willingness to accept change Stages of adoption of innovation: awareness, appraisal/trial, and adoption Different reactions to organizational change and innovation on the part of innovators, early adopters, early majority, late majority, and resistors Recognizing that creating change is part skill, part art, and part luck Cultural aspects of organizations and their impact on change efforts Frustrations managers experience in implementing change initiatives Benefits to Learner Learners who complete this course will be able to: Evaluate an organization's level of readiness and willingness to change and use techniques to bring it to an acceptable level Identify and minimize a manager's frustrations in implementing change initiatives Develop and implement an effective methodology for carrying out a successful change initiative Certificate Information This course can be applied to the following certificate: Leading Management Teams Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
Being able to discern meaningful and statistically significant trends in your organization's data will allow you to make more effective decisions. For example, do your company's sales correlate with the age or income level of the buyer How might the answer affect your marketing and promotion plan and budget This course presents several hospitality scenarios designed to help you answer these questions. You will learn about correlation, regression, and probability - tools that will help you predict future behavior based on existing data. The course includes several hands-on activities and labs to reinforce the key concepts. Who Should Take This Course This course is important for managers and individuals at any level who need to analyze data for their organization--especially those responsible for project and business planning, market research, revenue management, or designing customer or employee satisfaction surveys. We strongly recommend this course to those who have completed or plan to complete eCornell courses in scenario planning, hospitality marketing, and restaurant revenue management. Course Format This course contains the following modules: Relating Data - Correlation and Regression Correlation Regression Using Data - Probability and Significance Calculating Probability Determining Significance Benefits to Learner Learners who complete this course will be able to: Calculate and define correlation and regression Calculate the probability of a given event occurring Determine if the results of a data analysis are statistically significant Certificate Information This course can be applied to the following certificate: Certificate in Hospitality Marketing Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
In realizing the vision of phenomenal customer service, highperforming organizations focus first on serving and satisfying the customers within. This course helps managers establish a strong internal service culture toward the goal of exceeding customer expectations. The course emphasizes the methods of creating and maintaining an organizational culture that rewards and reinforces internal service behaviors. Learners learn how to select and develop high-performing employees and how to set and maintain service standards Who Should Take This Course This course is invaluable for all those-from mid-level and high-potential managers to upper-level executives-charged with creating, implementing, and sustaining an internal service culture as a strategy to drive future organizational success. Course Format This course contains the following modules: Identifying High-Potential Service Employees The Intangible Side of Providing Phenomenal Service Identifying the Intangibles of Phenomenal Service Creating and Maintaining Internal Service Systems Communicating Standards of Phenomenal Service Supporting Phenomenal Service Providing Leadership for Phenomenal Service Benefits to Learner Learners who complete this course will be able to: Discuss the nature and importance of intangible personal characteristics in the delivery of phenomenal service Describe the variety of selection strategies available to identify service intangibles Clearly articulate service standards and communicate them throughout the organization Create internal systems to maintain and continuously improve processes related to phenomenal service Discuss the impact implementing the ideas from this course can have on your organization's service quality Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
Every employee is an important member of the service delivery team. Organizational members must work together to ensure consistent, high-quality customer service. Effectiveness requires the development of exceptional customer-service skills appropriate to the particular organization. This course prepares supervisors and managers to identify these key service requirements and implement a variety of training methods to ensure the development and reinforcement of service attitudes and skills. Who Should Take This Course This course is essential for everyone - from supervisors through upper-level and high-potential managers - whose success depends on their and their employees' ability to deliver phenomenal customer service. Course Format This course contains the following modules: The First Secret: Phenomenal Verbal Communication Skills Responding with Empathy Responding Objectively The Second Secret: Phenomenal Non-Verbal Communication Skills Controlling Vocal Cues Reinforcing Verbal Messages Using Body Language The Third Secret: Phenomenal Listening Skills Influences on Listening Effectiveness Listening as a Customer Service Skill Benefits to Learner Learners who complete this course will be able to: Describe challenges confronting employees in the area of service communication Identify essential service skills specific to a particular position Describe the secrets of effective service communication: phenomenal verbal communication, nonverbal communication, and listening skills Analyze service encounters to better address specific customer needs and requirements Sponsoring School Cornell University's School of Hotel Administration
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3.00 Credits
In today's litigious workplace environment, being on top of legal issues that directly affect individual employees and your organization is critical to your success as an HR professional. This course will introduce you to the relationship between Equal Employment Opportunities (EEO) laws, Affirmative Action (AA) laws, and the concept of Diversity. With our case study approach, you will not only learn about relevant federal, state, and local laws, but also be able to apply them to daily operations and special situations. Who Should Take This Course HR generalists looking for stronger skills at preventing and managing internal legal issues and an understanding of the laws affecting employer-employee relations. Line managers and supervisors who would benefit from a working knowledge of laws affecting the workplace. Course Format This course contains the following modules: Putting Employment Laws into Context An examination into the layers of employee rights What employment laws cover, and how various laws, court rulings, and agreements all influence employer-employee relations EEO, Affirmative Action, and Diversity The relationship between Equal Employment Opportunities (EEO) laws, Affirmative Action (AA) laws and the concept of Diversity The separate EEO and AA laws, specifically Title VII of the Civil Rights Act of 1964 (Title VII), Age Discrimination in Employment Act (ADEA), Americans With Disabilities Act (ADA), and AA laws Benefits to Learner Learners who complete this course will be able to: Describe the relationship between laws, court cases, agreements, and policies and procedures related to employment issues Describe EEO, AA, and Diversity, as well as some of the key legal aspects of each law or policy Recognize EEO, AA, and Diversity issues within your workplace Conduct investigations into EEO, AA, and Diversity issues by identifying questions and information you will need to gather Organize information needed by legal experts when seeking advice about EEO, AA, and Diversity matters Develop strategies for helping your organization comply proactively with EEO, AA, and Diversity laws and policies Certificate Information This course can be applied to the following certificates: HR: Benefits and Compensation HR: Selection and Staffing HR: Employee Relations HR: Performance Management Human Resources Studies Sponsoring School Cornell University's School of Industrial and Labor Relations
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3.00 Credits
As an HR professional, successfully negotiating, procuring, and administering an attractive benefits package enhances your value to your organization and employees. This course explores the current environment of the benefits industry and goes in-depth into retirement plans. Who Should Take This Course HR generalists who require a comprehensive overview of the benefits function, and individuals who have recently acquired responsibility for benefits administration and/or planning. Course Format This course contains the following modules: The World of Benefits Vocabulary and tools of the trade used in the benefits world The different components of benefits programs The importance of communication to any benefits program Retirement Plans Understanding the retirement planning goals of individuals Ways in which retirement plans can be structured The difference between defined benefit and defined contribution plans Communicating the features of retirement benefit plans to employees Benefits to Learner Learners who complete this course will be able to: Define and describe retirement benefits terms and concepts Recognize the difference between defined benefit and defined contribution plans Identify retirement benefit initiatives for your organization to consider Communicate (or assist in communicating) the features of retirement benefit plans to management and employees Begin to develop the skills needed to establish an ongoing relationship with employees, benefit experts, and service providers in order to help people understand their retirement benefits and make the right decisions Certificate Information This course can be applied to the following certificates: HR: Benefits and Compensation Human Resources Studies Sponsoring School Cornell University's School of Industrial and Labor Relations
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