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Course Criteria
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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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3.00 Credits
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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