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Overview/Description The Six Sigma critical-to-quality tree translates customer needs to business goals. This impact explores how. Expected Duration (hours) 0.1 Lesson ObjectivesA Critical-to-quality Tree - What's That?
Overview/Description Returns are an expected part of conducting business, and proper accounting requires that balance be maintained between affected accounts. This Business Impact demonstrates which accounts will be impacted by a sales return transaction. Expected Duration (hours) 0.1 Lesson ObjectivesAccounting for Sales Returns
Overview/Description Stakeholder conflict is a common occurrence during projects. This Business Impact examines the project manager's role in conducting professional conflict management. Target Audience Individuals who have interest in knowing more about Project Management, including those in positions that require them to carry out a project management role to individuals that are full-time project managers wishing to hone their skills further. Expected Duration (hours) 0.1 Lesson ObjectivesAddressing Stakeholder Conflicts
Overview/Description While advertising is a proven method for selling goods and services, it's not a strategy without drawbacks. This Business Impact examines using public relations strategies as an alternate approach. Expected Duration (hours) 0.1 Lesson ObjectivesAdvertising Costs, PR Pays
Overview/Description Successful customer service agents know how to recognize the tone of a caller and adapt to it. This Business Impact explores three of the more common caller types and outlines workable coping techniques. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Agent Behaviors with Caller Types
Overview/Description Call centers must deliver solid customer service and still meet departmental objectives. This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesAligning Performance to Key Indicators
Overview/Description Recruiting effectively means aligning recruitment practice to job requirements. Here we discuss why composing comprehensive and accurate job descriptions is such an important part of the recruiting process. Target Audience HR Professionals with dedicated roles within the HR and learning and development functions, including administrative, executive and management roles, along with those in training for such positions. Expected Duration (hours) 0.1 Lesson ObjectivesAligning Recruitment to Job Requirements
Overview/Description Every project faces obstacles. This Business Impact details strategies that project champions can use to prevent obstacles from turning into more serious problems. Target Audience Individuals who have interest in knowing more about Project Management, including those in positions that require them to carry out a project management role to individuals that are full-time project managers wishing to hone their skills further. Expected Duration (hours) 0.1 Lesson ObjectivesAnticipating and Solving Problems as a Project Champion
Overview/Description Successful prospecting opens the door to the sales process. It involves taking that first step with a potential customer. To be good at it, you've got to hook prospects by leading with issues that concern them, and reel them in with an appealing proposition to solve those issues. You want them to say "I'd like to meet with you again." This Business Impact explores how to prospect effectively – and persevere with a contact if your first try isn't successful. Target Audience Experienced sales professionals who wish to improve their ability to prospect effectively Expected...
Overview/Description Customer satisfaction is an important part of any business. Are You Listening to your Customers? discusses formal and informal techniques that help you to capture customer requirements. Target Audience Individuals or consultants employed with manufacturing and service companies who have a responsibility for the implementation of Six Sigma, and those personnel involved in Six Sigma projects in their organization. Expected Duration (hours) 0.1 Lesson ObjectivesAre You Listening to Your Customers?

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