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ITB 187C: Help Desk Studies:Help Desk Director
3.00 Credits
Pima Community College
Credit Hours: 150 Practical and proven concepts, techniques, and strategies for building and leading a successful help desk support organization Designed for senior organizational directors Prerequisite(s): Course Corequisites:
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ITB 187C - Help Desk Studies:Help Desk Director
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ITB 188: Field Support Technician
3.00 Credits
Pima Community College
Credit Hours: 100 The evolving role of the Field Support Technician with a focus on the importance of this role within the Help Desk Industry Includes troubleshooting, escalation, customer and peer follow-up, and efficient documentation Also includes how to build a collective customer support strategy Prerequisite(s): Course Corequisites:
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ITB 188 - Field Support Technician
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ITB 189: Customer Service Specialist-ETA
3.00 Credits
Pima Community College
Credit Hours: 500 Overview, techniques, and skills for Customer Service Specialist to obtain knowledge of customer and fellow worker basic human relations concepts Includes a complete range of concepts to satisfy Customer Service Specialist recognition by the Electronics Technicians Association This course is designed for electronics technicians and computer professionals, sales, support, and help desk professionals Prerequisite(s): Course Corequisites:
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ITB 189 - Customer Service Specialist-ETA
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ITB 189A: Customer Service Specialist I-ETA
3.00 Credits
Pima Community College
Credit Hours: 250 Overview, techniques and skills for Customer Service Specialist to obtain knowledge of customer and fellow worker basic human relations concepts Includes customer service relationships, world-class service, objectives of service, telephone techniques, and interpersonal relationships This course is designed for electronics technicians and computer professionals, sales, support, and help desk professionals Prerequisite(s): Course Corequisites:
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ITB 189A - Customer Service Specialist I-ETA
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ITB 189B: Customer Service Specialist II-ETA
3.00 Credits
Pima Community College
Credit Hours: 250 Continuation of ITB 189A Overview, techniques, and skills f for Customer Service specialist to obtain knowlegde of customer and fellow worker basic human relations concepts Includes safety, recordkeeping, pride and company loyalty, teamwork, emotions, respect, ethics, dependability, policies, perceptions, and personalities This course is designed for electronics technicians and computer professionals, sales, support, and help desk professionals Prerequisite(s): Course Corequisites:
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ITB 189B - Customer Service Specialist II-ETA
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ITB 200: Becoming a Six Sigma Champion
3.00 Credits
Pima Community College
Credit Hours: 250 Fundamental concepts, basic tools, and methods of Six Sigma Includes project selection, change management, and the management of Six Sigma and Black Belts within an organization Includes advanced Six Sigma topics and project identification Prerequisite(s): Course Corequisites:
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ITB 200 - Becoming a Six Sigma Champion
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ITB 200A: Six Sigma Champion Training Level I
3.00 Credits
Pima Community College
Credit Hours: 150 Fundamental concepts, basic tools, and method of Six Sigma Includes project selection, change management, and the management of Six Sigma and Black Belts within an organization Prerequisite(s): Course Corequisites:
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ITB 200A - Six Sigma Champion Training Level I
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ITB 200B: Six Sigma Champion Training II
3.00 Credits
Pima Community College
Credit Hours: 100 Continuation of ITB 200A Includes Six Sigma project identification and definition Also includes application skills to differentiate between business metrics and process metrics Prerequisite(s): Course Corequisites:
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ITB 200B - Six Sigma Champion Training II
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ITB 201: Transactional Design for Six Sigma
3.00 Credits
Pima Community College
Credit Hours: 250 Overview, concepts, and techniques for Define, Measure, Analyze, Design, Verify (DMADV) methodology applied to a variety of techniques to design process in a transactional environment Includes financial assessment and risk analysis project, Quality Function Deployment (QFD) application, Pugh Matrix and Design Scorecard Tools, and inventory policies defined by customer needs Prerequisite(s): Course Corequisites:
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ITB 201 - Transactional Design for Six Sigma
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ITB 204: Leading Successful Projects
3.00 Credits
Pima Community College
Credit Hours: 100 Overview, techniques, and skills in how to lead successful projects Includes how to define, plan, and execute projects for internal and external customers Prerequisite(s): Course Corequisites:
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ITB 204 - Leading Successful Projects
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