These courses are a tremendous opportunity for you to learn skills that are needed for employment in growing industries across the country. Your participation in these courses is a unique opportunity for you to set a path for success on your career journey.

By the end of this course, you will be able to

• Understand the value of this educational opportunity
• Define the three steps to greatness
• Explain the importance of certifications

The first page of a course is always the objectives page. The objectives page introduces the course and lists the learning objectives of the course.

This course explains how a course is structured and how you can interact with the course.

By the end of this course, you will be able to

• Describe the different sections of the screen in a course
• Understand how to navigate through a course
• Explain how to use a knowledge check
• Describe how to use a drag and drop activity
• Describe how to use an input box activity

The learning management system (LMS) allows you to easily navigate your online education. Using the LMS, you can access learning paths, study guides, and assessments.

By the end of this course, you will be able to

• Understand how to use the LMS
• Explain how to launch a course
• Describe how to take an assessment

An online course is a great way to learn, but it is different from taking a class in a classroom. This course provides tips to help you succeed in an online learning environment.

By the end of this course, you will be able to

• Set a study schedule
• List tips for retaining the information you have studied
• List tips for taking quizzes

Effective communication takes work. In this course, you’ll discover the different forms of communication as well as common barriers to effective communication. You’ll also learn about the communication process and responsibilities of both the sender and receiver. Finally, you’ll find out about the importance of feedback and different forms of noise.

By the end of this course, you will be able to

• Define communication
• List the three forms of communication
• Identify barriers to communication
• Describe the communication model
• Understand the responsibilities of the sender and receiver
• Understand the importance of feedback
• Identify forms of noise

Effective communication is a must at work and at home. In this course, you’ll discover what effective communication is and why it’s important. You’ll also find out how to choose the correct medium for your message based on the medium’s strengths and weaknesses. Finally, you’ll learn the process for constructing effective verbal and written messages.

By the end of this course, you will be able to

• Define effective communication
• Understand the consequences of miscommunication
• Match the choice of medium to your message’s content
• List the strengths and weaknesses of verbal communication
• Identify when to use verbal communication as the medium for your message
• List the strengths and weaknesses of written communication
• Identify when to use written communication as the medium for your message
• Describe the process for constructing clear verbal and written messages

Verbal communication is the most popular form of communication. In this course, you’ll discover the different approaches to communication and how to communicate effectively face to face, over the phone, and in a videoconference. You’ll also learn how to leave a clear and concise voicemail.

By the end of this course, you will be able to

• Identify the different approaches to communication
• Describe how to communicate effectively face to face
• Understand how paralanguage affects verbal messages
• List ways to engage your listeners
• Describe how to communicate effectively during a phone conversation
• Understand how to leave a clear and effective voicemail
• Describe how to communicate effectively during a conference call

Sometimes writing communicates your message more clearly than the spoken word. In this course, you’ll learn guidelines that help you create an effective written message.

By the end of this course, you will be able to

• Understand how to construct a clear written message
• List guidelines for making your message easy to follow
• Describe the guidelines you need to consider when choosing your words
• Identify common grammar mistakes
• List common spelling errors
• Understand the need for editing
• List additional guidelines for writing business letters and memos
• Understand when to use email
• Understand email etiquette
• List guidelines for writing an email

You don’t always need spoken or written words to communicate. Nonverbal communication sends a message without words. Often unintentional, nonverbal communication can reveal how a person really feels. It’s important that nonverbal communication is in sync with the words being said.

By the end of this course, you will be able to

• Describe how a person communicates without words
• Understand how body language sends a message
• Interpret different types of body language
• Describe how spatial distance impacts communication
• List ways to convey openness and acceptance

Listening is an important skill to master for personal and professional success. When you overcome listening barriers and practice good listening skills, you’re more likely to understand the message the way a speaker intends.

By the end of this course, you will be able to

• Understand the importance of listening
• List the steps in the listening process
• Identify and overcome barriers to listening
• Describe common types of listening
• Describe how to be a good listener
• Describe how to paraphrase and mirror a message

Communication in the workplace isn’t that different from communication at home. However, you’re more likely to encounter individuals who are different from you, and being respectful of each person is more important than ever for effective communication.

By the end of this course, you will be able to

• Understand how to communicate across cultures
• Understand how to communicate across generations
• Describe how to establish rapport
• List ways to communicate effectively in a group
• Describe how to address mistakes and difficult issues
• Understand how to offer a sincere apology
• Describe how to deal with a defensive person

Conflict is inevitable and not all conflict is bad. Understanding conflict is important for everyone.

By the end of this course, you will be able to

• Give examples of conflict
• List the three views of conflict
• List the origins of conflict
• Define positive conflict
• List the indicators of positive conflict
• Define negative conflict
• List the indicators of negative conflict

Effectively managing conflict requires good communication skills.

By the end of this course, you will be able to

• Describe the importance of communication skills
• List the common types of listening
• Define empathetic listening
• Describe the guidelines for empathetic listening
• Describe the process of empathetic listening
• Describe the mirroring technique of feedback
• Define “I” statement

Conflict is natural and happens all the time. Effectively managing conflict is important for everyone in an organization.

By the end of this course, you will be able to

• List the Thomas-Kilmann styles of conflict management
• Discuss the positives and negatives of different conflict management styles
• Define positional bargaining
• Discuss the collaborative approach to conflict management
• Discuss the Interest-Based Relational approach to conflict management
• Describe the questions you should ask yourself to facilitate a win/win conflict resolution

Technical writing is a form of technical communication used in many industries to relay complex information about products, practices, and processes to a varied audience.

By the end of this course, you will be able to

• Define technical writing
• Describe the origin of technical writing
• List the three Cs of good technical writing
• Define clarity
• Define conciseness
• Define completeness
• Describe the importance of accuracy

Successful documents effectively convey necessary information.

By the end of this course, you will be able to

• List the five steps to creating successful documents
• Identify parts of preparing to create a document
• Define primary purpose
• Describe the relationship between document content and intended audience
• Define scope
• List factors that influence the method used to deliver a document
• List common parts of documentation
• State the importance of well-organized documents
• Understand when the writing process should begin
• Describe the revision process

Many people think of “manufacturing” as mindlessly putting together widgets. But advanced manufacturing is at the heart of our modern culture. It offers so many opportunities for creative thinkers, problem-solvers, project leaders, people who enjoy working with the latest technologies and those who like to work with their hands.

By the end of this course, you will be able to

• Define advance manufacturing
• Identify things you use in your life that are manufactured
• List the top manufacturing industries in the United States
• List the top manufacturing industries in Indiana

Customers are integral to the success of any business. In this module, you’ll find out who your customers are, what customer service is, who provides it, and how it affects the bottom line of a business . You’ll also discover the difference between customer service and customer-focused and what providing quality customer service means.

By the end of this course, you will be able to

• Understand the difference between internal and external customers
• Explain the importance of customer service
• Explain the difference between customer service and customer-focused
• Describe what it means to provide quality customer service

Your interactions with customers set the tone for your long-term relationships. In this module, you’ll learn how to greet customers and interact with them in a way that makes them repeat customers.

By the end of this course, you will be able to

• Create a positive first impression
• Describe how to greet customers
• Explain how to interact courteously and professionally with customers
• Describe how to make customers feel welcome
• Explain the importance of being effective and efficient
• Describe how to end an interaction on a positive note

Whether you are interacting with internal or external customers, effective communication is vital. Effective communication makes it possible to understand your customers’ needs.

By the end of this course, you will be able to

• Understand the importance of choosing positive words to communicate
• Define trigger phrases
• List common communication pitfalls
• Describe different forms of communication
• List advantages and disadvantages of different forms of communication
• Explain the processes for answering telephone calls, putting someone on hold, and transferring calls
• Describe how to write email messages that produce results

While some customers may know right away what they’d like from a business, others do not know which products or services they’re interested in. In this module, you’ll discover how to ask questions to identify customer needs and what you can do to successfully meet those needs.

By the end of this course, you will be able to

• Convey to customers your interest in their wants and needs
• Identify customer needs
• Ask open-ended and closed questions
• Meet customer needs
• Explain ways to improve your listening skills
• Describe how to make appropriate recommendations

Serving your customers in such a way that you build strong relationships with them helps create loyal, repeat customers. In this module, you’ll learn what you can do on a customer service front to encourage customers to return again and again.

By the end of this course, you will be able to

• Describe the importance of strong relationships with customers
• Build strong relationships with customers
• Establish rapport with customers
• Welcome returning customers
• Maintain customer relationships
• Reward repeat customers
• Build online rapport with customers

If you’re not accustomed to working with customers who are different from you, you may not be sure how to interact with them. In this module, you’ll learn guidelines for working with customers from different cultures.

By the end of this course, you will be able to

• Define diversity
• Define culture
• List strategies to better serve diverse customers
• Describe ways to overcome language barriers

In this module, you’ll learn how to work well with customers with all types of disabilities. You’ll discover general guidelines for working with customers who have a variety of disabilities. You’ll also find out about special considerations when working with customers who have specific types of disabilities.

By the end of this course, you will be able to

• List different types of disabilities
• Identify potential obstacles for customers with disabilities
• Use language that focuses on the customer, not the disability
• Describe general guidelines for working with customers with all types of disabilities
• Explain special considerations when working with customers with specific disabilities

In customer service, you encounter a wide range of customer personalities. While some customers are fun to work with, others are hard to work with no matter the situation. Others are simply angry. In this module, you’ll learn how to deal with different types of difficult customers.

By the end of this course, you will be able to

• Explain how to stay calm and composed when dealing with difficult customers
• Describe techniques for handling different types of difficult customers
• List ways to handle entitled customers
• Explain how to restore your relationship with difficult customers

When you work in customer service, dealing with unhappy customers is unavoidable. In this module, you’ll learn how to respond to customer complaints. You’ll also discover a problem- solving process that can help you and the customers reach a mutually agreeable solution.

By the end of this course, you will be able to

• Explain the importance of customer complaints
• List the different modes of customer complaints
• Explain how to encourage customer complaints
• Describe how to prepare for common complaints
• Explain how to choose words that help calm angry customers
• Explain how to deal with complaints promptly and to the satisfaction of the customer
• Describe the problem-solving process in customer service
• Handle customer objections to possible solutions
• Recognize the importance of following up with customers
• Explain how to use complaints to prevent issues with future customers

Difficult situations don’t occur only with your external customers; they can occur with your internal customers as well. In this module, you’ll learn why conflict with internal customers occurs and what you can do to manage it.

By the end of this course, you will be able to

• Describe the differences between positive and negative conflict
• List the effects of negative conflict
• List the reasons why conflicts with internal customers occur
• Explain what you can do to prevent conflicts with internal customers
• Identify negative behavior
• Decide if and when to address conflict with internal customers
• Describe what you can do to help resolve conflict with internal customers

Any business that provides customer service or exchanges money with the public is at an increased risk of workplace violence. In this module, you’ll learn how to identify the warning signs of possible workplace violence. You’ll also discover the actions you can take to help defuse dangerous situations and keep your workplace safe.

By the end of this course, you will be able to

• Identify workplaces at a greater risk of violence
• Describe what you can do to help prevent workplace violence
• List common triggers of workplace violence
• Explain the warning signs of workplace violence
• Describe how to calmly and effectively defuse dangerous situations

Employees who provide customer service are often affected by stress due to the nature of their work. In this module, you’ll learn what you can do to better cope with on-the-job stress.

By the end of this course, you will be able to

• Define stress and burnout
• Explain the difference between good stress and bad stress
• List the effects of stress on your body
• List the signs of stress
• Explain ways to manage on-the-job stress
• Describe how you can combat stress at home

Excel is a powerful software tool for organizing and analyzing data. It is widely used by businesses to work with financial data. Before using Excel, you must understand some terminology and the different areas of the Excel screen.

By the end of this course, you will be able to

• Understand the uses of Excel
• Define workbook and worksheet
• Describe the different areas of the Excel screen
• Define cell and range
• Identify cell and range addresses
• List methods for selecting cells and ranges

Creating a worksheet begins with entering text and values. The text and values can be any type of data, such as students’ grades, a family budget, customer addresses, sales data, and other financial data.

By the end of this course, you will be able to

• Explain the difference between text and values
• List the data entry process
• Describe how Excel handles leading and trailing zeros
• Edit data
• Delete data
• Explain how to use Undo and Redo
• Move data
• Copy data
• List common keyboard shortcuts
• Describe how to use Flash Fill, AutoComplete, and AutoFill to enter data

Various formatting commands built into Excel enable you to change the look of your worksheet and make important data stand out. Formatting can be applied to single cells or to a range of cells either before or after you enter your data.

By the end of this course, you will be able to

• Define formatting
• Describe the process for formatting text and values
• Change the column width or row height
• Explain the purpose of specific formatting options
• Describe what happens to cells when data is deleted
• Discuss how to clear formatting
• Define cell styles and themes
• Explain what happens when you use Format Painter and F4

Formulas and functions enable you to perform calculations on a worksheet. Excel can perform simple calculations, such as summing a column of numbers, or very complex calculations such as calculating financial, statistical or engineering information.

By the end of this course, you will be able to

• Define formula and function
• List the mathematical operators used in Excel
• Explain how references to cells or ranges are used in formulas and functions
• Use the Sum and Average functions
• Use the AutoSum command
• Understand how to copy formulas and functions
• Explain relative and absolute cell references
• Understand how to move formulas and functions
• Describe methods for troubleshooting formulas and functions

Excel includes commands designed to make it faster and easier to work with data that is arranged in a table. If your data is arranged in a table, you will find the Excel’s Table Tools very beneficial.

By the end of this course, you will be able to

• Describe a table
• Insert a table
• Change the table style and the worksheet theme
• Insert a total row and then insert functions
• Describe how to resize the table
• Insert a calculated column
• Sort and filter data
• Remove duplicate records from the table
• Convert a table to a range

Excel enables you to enter dates and times on your worksheet, format them, and use them in calculations like other values. However, there are some rules and limitations you must be aware of so that any calculation using dates and times is accurate.

By the end of this course, you will be able to

• List uses for dates and times in a worksheet
• Explain the serial numbers Excel uses to create dates and times
• Enter dates and times in valid formats
• Explain how to use the Today and Now functions
• Use keyboard shortcuts to enter the current date and current time
• Format dates and times using predefined formats and custom formats
• Use dates and times in formulas

There is an old saying that a picture is worth a thousand words. Excel’s chart tools enable you to present complex data in an easy to understand visual format.

By the end of this course, you will be able to

• Create a chart based on Excel data
• Define common chart elements
• Describe how to change the chart layout, colors, style, or other options
• Explain how to reposition or resize a chart
• Create and edit Sparklines

The printing process enables you to print physical copies of your worksheet. Excel provides many options to specify what is included on the printout and how it should look.

By the end of this course, you will be able to

• Explain the printing process
• Describe the print window and print preview
• Switch between different document views
• Change the margins, orientation, and paper size
• Select a print area
• Understand manual and automatic page breaks
• Change the scale of the document
• Insert headers and footer

No matter how responsible, organized, or charismatic you are, if you don’t work well with others, you won’t have success – on or off the job. In this course, you’ll learn about the advantages of working with other individuals. You’ll also discover the science of group dynamics, as well as the difference between primary and secondary groups. Finally, you’ll find out about the formal and informal roles group members may take on.

By the end of this course, you will be able to

• Understand the importance of working well with others
• Define a group
• List the advantages of group work
• Define group dynamics
• Describe the characteristics of a group system
• Describe the difference between primary and secondary groups
• Describe the difference between formal and informal group roles

Group members need to communicate effectively and collaboratively in order to accomplish the group’s common goal. In this course, you’ll learn how to communicate with group members so that what you’re saying is correctly understood. You’ll learn how to avoid common listening traps. You’ll also discover how to listen for understanding.

By the end of this course, students will be able to

• Understand the importance of effective communication
• List guidelines for effective communication
• Describe how to avoid sending mixed messages
• Identify common listening traps
• Understand how to listen for understanding

For a group to successfully collaborate to accomplish its goal, members must be able to get along and work together. In this course, students discover how trust, cohesiveness, support, and ethics affect group climate. Student will also learn how to become a better and more effective group member.

By the end of this course, students will be able to

• Describe the difference between a positive and negative group climate
• List factors that affect group climate
• Understand your role in becoming a better group member
• Understand the importance of being cooperative and assertive
• List guidelines for effective group discussion

While not all groups are considered teams, all teams are considered groups. For a team to succeed, it’s important that its members work together as a unit. In this course, you’ll learn about the different life stages of a team. You’ll also find out what you can do to help encourage team cohesiveness.

By the end of this course, you will be able to

• Define team
• Describe the four life stages of a team
• Understand the reasons teams may struggle
• Define synergy
• List ways to build a cohesive team
• Understand how to set ground rules
• List ways to encourage teamwork

Nothing destroys productivity and teamwork like a meeting gone bad. In this course, you’ll discover when you really need to attend a meeting and what you can do to get the most out of the meeting.

By the end of this course, you will be able to

• Describe why it’s important to get the most out of the time spent in meetings
• List common reasons why meetings are disliked
• Identify when a meeting is not necessary
• List times when a meeting should be held
• Describe what you need to do to conduct an effective meeting
• List what you need to do to prepare for a meeting
• Understand the importance of an agenda
• List the topics ground rules need to cover
• Understand what you need to do when you’re the one leading the meeting
• Describe how to handle difficult personalities
• Understand how you can overcome your own anxiety in a meeting

Everyone is different, and not everyone in a group is going to think the same way or come from the same background. In this course, you’ll learn guidelines for working in a diverse group.

By the end of this course, you will be able to

• Understand why being different from you isn’t a negative
• List ways to respect diversity
• Define culture
• List the advantages of diversity
• List the disadvantages of diversity
• List strategies for working in a diverse group
• Describe ways to overcome language barriers

Creativity allows people to invent, communicate, and problem-solve at a higher level. In this course, you’ll learn about two tools that can help spark creativity: brainstorming and mind- mapping.

By the end of this course, you will be able to

• Define creativity
• List ways to increase creativity
• Describe the process of brainstorming
• Describe the process of mind-mapping
• Understand how to piggyback on an idea

Problems are a part of everyday life, so it shouldn’t surprise students when their group encounters one. In this course, they will learn how to deal with problems whenever it comes their way.

By the end of this course, students will be able to

• Understand the effects of unsolved problems
• Describe common problem-solving pitfalls
• Learn problem-solving techniques
• List common spelling errors
• Understand how to use the IDEA method to solve problems
• Describe how to use the S-T-P model of problem-solving
• Understand how to choose the right solution

Group decision-making is hard. In this course, you’ll discover the special considerations you need to think about during group decision-making. You’ll find out about what consensus really is and which traps you need to avoid. Finally, you’ll learn about groupthink and how you can prevent it.

By the end of this course, students will be able to

• Understand why group decision-making is difficult
• List the advantages and disadvantages of group decision-making
• Describe different decision-making approaches
• Identify common mistakes in reaching consensus
• Describe how to reach a true consensus
• Define groupthink
• Identify the signs of groupthink
• Understand the reasons for bad decision-making
• Describe the process for making good decisions
• Understand how to make an ethical decision

In this course, you’ll find out why conflict occurs. You’ll learn how to identify the differences between positive and negative conflict as well as the common strategies for handling a conflict. You’ll also discover the six steps involved in successful collaboration. Finally, you’ll find out what you can do to help resolve group conflict.

By the end of this course, you will be able to

• List the reasons why conflicts occur
• Describe the differences between positive and negative conflict
• Identify negative behavior
• List the effects of negative conflict
• Decide if and when to address conflict
• Understand the importance of listening in conflict resolution
• Implement conflict resolution strategies
• Engage in successful collaboration
• Describe what you can do to help resolve conflict

Leaders have a tremendous impact on a group’s success in reaching its goals. In this course, you’ll discover what leadership is, as well as the traits of successful leaders. You’ll also learn how you can develop leadership skills in case you ever find yourself in a leadership position.

By the end of this course, students will be able to

• Describe the role of a leader
• Explain why leadership is important
• List ways to develop leadership skills
• Explain the importance of communication in leadership
• Identify the traits of successful leaders
• Understand how to create a plan and set goals

Virtual groups rely on technology to allow people in multiple locations and time zones to communicate and collaborate. Virtual groups take advantage of a multitude of technologies, including emails, instant messaging, and teleconferences. In this course, you’ll discover what you need to do as a virtual group member.

By the end of this course, you will be able to

• Describe a virtual group
• List the different types of virtual communication
• Describe the different virtual communication tools
• Understand the challenges of virtual group communication
• List ways to get the most out of working in a virtual group
• List the advantages and disadvantages of virtual meetings
• Describe the guidelines for conducting virtual meetings
• Describe the guidelines for using different types of conferencing tools

Teamwork is an action performed by a team toward a common cause or goal. Teamwork is a crucial part of any business.

By the end of this course, you will be able to

• Define the term team
• Define the term teamwork
• Describe the seven common elements of teams
• Identify the advantages of teams
• Describe functional teams
• List the aspects of winning teams

Team building refers to a varied assortment of actions used in all aspects of life for the purpose of improving a group’s performance.

By the end of this course, you will be able to

• Define team building
• List the purposes of team building
• Identify the purpose of team building activities designed to build team purpose
• Identify the purpose of team building activities designed to improve group dynamics
• List the four common types of team building exercises

In today’s workplace, employers depend on high performance teams to help them remain competitive. Teamwork has many benefits for employers and employees alike, but developing an efficient team takes time and hard work.

By the end of this course, you will be able to

• Explain how teamwork benefits an employer and employees
• Define four types of teams
• Describe the characteristics of a successful team
• Identify three basic team roles
• Describe the five stages of team development

Teamwork involves a lot of responsibility and cooperation. Team members need to be able to work efficiently and effectively in order to meet the expectations set for and by them.

By the end of this course, you will be able to

• Describe how to develop a SMART goal
• Identify the six steps of the problem solving process
• Define four decision making procedures
• Explain how to avoid and settle conflict

Strong training and development programs benefit employers and employees alike. These programs may vary from company to company, but all function according to a similar set of guidelines and principles.

By the end of this course, you will be able to

• Explain the worth of effective leaders and trainers
• Identify the steps involved in creating a training program
• Define different methods of training
• Describe the importance of training in the manufacturing industry

Everyone makes choices about how they spend their time. While almost everyone feels like there’s not enough hours in the day, being busy and being productive are not the same thing. In this course, you’ll discover reasons for making wise time management choices.

By the end of this course, you will be able to

• Understand the importance of time management
• Describe how being busy and getting things done are two different things
• Describe the difference between urgent and important tasks
• List reasons not to multitask
• List ways to effectively manage your time
• Describe what you need to do to be successful at time management

If you’re wondering how to identify your life goals, then you’ve come to the right course. In this course, you’ll evaluate whether you’re currently spending your time on important or trivial tasks. You’ll also learn about the SMART method of goal-setting, as well as how to break down your goals into bite-sized chunks. Finally, you’ll discover tips that help you achieve your goals.

By the end of this course, you will be able to

• Evaluate which tasks you’re currently spending your time on
• Determine whether your attention is on important or trivial matters
• Explain how to create SMART goals
• Describe how to break down a big goal into smaller chunks
• Understand the importance of setting deadlines for your goals
• Describe ways that help you achieve your goals

Say good-bye to sticky notes, stacks, and disorganization forever. When you start using a to-do list, you will be amazed at how more efficient, productive, and organized you are. In this course, you’ll learn about how to create several different types of to-do lists.

By the end of this course, you will be able to:

• Understand why you need a list to effectively manage your time and priorities
• Describe options for creating a list
• Understand how to create a list
• Describe how to use different types of lists

If you want to succeed at time management, you need to plan. Deciding what you will do each day and when will launch you on the road to success. In this course, you’ll discover tips for planning your priorities on a daily basis.

By the end of this course, you will be able to:

• List the benefits of planning
• Learn which type of planning systems works best for you
• Discover how to use a planner
• Understand the 80/20 rule
• Describe how to determine your priority tasks
• Describe how to create a daily plan

Everyone has the same number of hours in a day, yet some people are able to accomplish so much more in that time. If you find yourself struggling to keep up with your never-ending to-do list, then take advantage of the timesaving strategies outlined in this course.

By the end of this course, you will be able to:

• Describe timesaving strategies
• Understand why you need to say no more often
• List ways to help you stay focused on what you’re doing
• Understand how to delegate the right way
• Describe strategies for scheduling downtime

Managing your time well isn’t just about keeping track of your schedule and projects. It’s also about being organized. If you can’t find your keys, your other shoe, or your important paperwork, then how are you going to get anywhere on time – let alone manage a project? In this course, you’ll discover ways to organize your house, desk, and paperwork so that you can find anything you need at a moment’s notice.

By the end of this course, you will be able to:

• Identify ways to declutter your home
• Describe the process for sorting items
• List ways to organize your desk
• Understand how to keep track of paper
• Describe the importance of organizing your thoughts
• List ways to stay organized at the end of the day

If you’re putting off something for later that you can do today, chances are you’re procrastinating. In this course, you’ll discover what procrastination is and the ways that you can overcome it (starting now!).

By the end of this course, you will be able toL:

• Define procrastination
• Identify the signs of procrastination
• Recognize the excuses for procrastination
• List ways to overcome procrastination

Technology can be a real timesaver when used responsibly. In this course, you’ll learn how to get the most out of technology without it taking over your life.

By the end of this course, you will be able to:

• Understand the importance of using technology responsibly
• Overcome the need to be in constant contact
• List ways to manage technology
• Describe how to keep email under control
• List ways to get the most out of phone communication
• Understand what the cloud is and how it works
• Describe why you need to keep up with emerging technology

Many people feel overwhelmed and let stress get the best of them. In this course, you’ll discover how to combat the stress in your life in positive ways.

By the end of this course, you will be able toL:

• Define stress
• Understand the effects of stress
• Recognize the causes of stress
• Determine your stress levels
• List positive ways to deal with stress

Lean principles are designed to help an organization achieve process perfection. The foundation of lean principles are employee involvement, adding the maximum value, and the elimination of waste. Lean is a journey toward understanding the customer and their needs.

By the end of this course, you will be able to

• Define and describe the concepts of lean, including pull and perfection
• Define and describe the elimination of waste using tools like 5S, kaizen, and poke-yoke
• Use a value stream map to identify waste
• Explain value
• Define value, value-added, and non-value-added
• Identify the terms used to describe waste
• Describe the theory of constraints

In this course, you’ll learn about the history of lean manufacturing. You’ll discover how the contributions of Henry Ford, Taiichi Ohno, and Shigeo Shingo worked together to form what is today called lean manufacturing. You’ll also find out about the three essential elements of the Toyota Production System.

By the end of this course, you will be able to

• List the major contributions in the history of lean manufacturing
• Identify the principles and practices of using lean manufacturing
• Name the three essential elements of the Toyota Production System

A disorganized work area not only makes it hard to find items, but it makes working effectively and efficiently difficult as well. In this course, you’ll learn about the importance of workplace organization, the methods used to organize the workplace, and the 5S program.

By the end of this course, you will be able to

• List the principles of workplace organization
• Identify the methods used to organize the workplace
• Recognize the methods used to measure workplace organization

In this course, you’ll learn about the process of Sort. Sort involves getting rid of unnecessary items and general clutter in the work area. Sort helps ensure that only necessary items remain in the workplace.

By the end of this course, you will be able to

• Define the 5S meaning of Sort
• Match Sort with its requirements and compliance activity
• Identify key actions for Sort
• Explain how Sort is executed in the workplace

In this course, you will learn about Straighten. Straighten is a method for organizing the workplace to reduce wasted steps, motion, and time. You’ll explore techniques designed to help you store tools where they’re needed and visually obvious. You’ll also learn to use outlines and labels to identify the location of machines, walkways, and storage areas.

By the end of this course, you will be able to

• Define the 5S meaning of Straighten
• Match Straighten with its requirements and compliance activity
• Identify key actions for Straighten
• Explain how Straighten is executed in the workplace

In this course, you will learn to Shine. Shine is maintaining order through cleaning. Daily cleaning routines are established to maintain a clean and tidy working environment. You’ll explore steps for keeping equipment clean and in good working order.

By the end of this course, you will be able to

• Define the 5S meaning of Shine
• Match Shine with its requirements and compliance activity
• Identify key actions for Shine
• Explain how Shine is executed in the workplace

In this course, you will learn about standardizing the Sort, Straighten, and Shine activities. You’ll also discover basic guidance on how to keep the 5S effort active in your organization.

By the end of this course, you will be able to

• Match Standardize with its requirements and compliance activity
• Identify the key actions for Standardize
• Explain how Standardize is executed in the workplace

The last step of 5S, Sustain, is considered the most difficult step of the 5S process. Sustain is defined as the training and discipline needed to maintain 5S. In this course, you’ll learn why sustaining the 5S effort takes so much work and commitment by everyone.

By the end of this course, you will be able to

• Understand Sustain requirements and compliance activity
• Identify the key action steps for Sustain
• Explain how Sustain is executed in the workplace

Quality is a term that’s mentioned often, but what does it really mean? This course defines terms, like quality and Total Quality Management (TQM), and how these terms apply to manufacturing companies.

By the end of this course, you will be able to

• Define quality, customer, and expectations
• Identify the source of expectations
• Define quality management systems
• Describe the history of quality management systems
• Define Total Quality Management (TQM)
• List the principles of TQM
• Identify who is involved in quality
• Give examples of how customers and companies benefit from quality systems

International standards are a way of overcoming technical barriers to global trade. The most prominent organization that develops these standards is the International Organization for Standardization (ISO).

By the end of this course, you will be able to

• Describe the International Organization for Standardization (ISO)
• Define ISO standard
• Describe the Plan, Do, Check, Act (PDCA) cycle as applied to ISO standards
• State the goals of ISO 9001:2000
• Describe some of the industries impacted by ISO standards

Standards organizations develop, coordinate, distribute, revise, issue, interpret, and otherwise produce standards intended to address the needs of affected adopters.

By the end of this course, you will be able to

• Define standards
• Define technical standards
• Define standards organizations
• Describe the uses of standards
• State the purpose of international standards

Implementing a quality system requires a support organization that spans the entire company. The organizational structure reflects the company structure and the requirements of the products being produced.

By the end of this course, you will be able to

• Define quality organization
• Describe where a quality system comes from
• Identify the four levels of quality documentation
• Identify some typical parts of a quality organization
• Discuss the roles and the challenges quality organizations face
• Explain why quality personnel must be independent

Quality assurance is a company-wide effort with responsibilities extending to every employee. Within a company’s quality program, there are a few basic roles with responsibilities that must be fulfilled.

By the end of this course, you will be able to

• Define role
• Define responsibilities
• Define fulfillment of requirements
• Describe the roles and responsibilities of Quality Assurance personnel
• Define inspection
• Describe the inspection process

Quality is based on the wants, needs, and expectations of the customer. In this course, you will be introduced to the concepts of product quality, the types of customers and how to meet their expectations.

By the end of this course, you will be able to

• Define product quality
• Identify the difference between internal and external customers
• Define specification
• Define tolerance and explain its importance
• Identify the roles of management and production workers regarding quality
• Describe how quality teams work

Producing quality products costs money. Where the company spends money producing quality products is an indicator of their commitment to the customer and to the long-term sustainability of the company.

By the end of this course, you will be able to:

• Define the cost of quality
• Categorize quality activities into one of the four classifications of quality
• Differentiate between prevention and appraisal costs
• Explain the difference between internal and external failure costs
• Describe the Six Sigma quality system

Quality planning, quality control, and quality improvement are essential to the success of a quality program. Organizations that are serious about quality have robust quality management systems to ensure these activities are properly supported and implemented.

By the end of this course, you will be able to:

• Define the three key elements of quality and explain how they are related
• Define quality planning
• Define quality control
• Define quality improvement
• Explain the impact of quality improvement on productivity
• Explain the importance of data collection and analysis to quality
• Describe quality audit

The heart of any quality system is documentation. Documents tell you how and when to perform tasks, and they also serve as a permanent record that the tasks were completed. In this course, you will learn the purpose and types of documentation used in a quality system.

By the end of this course, you will be able to

• Identify the levels of documentation in a quality system
• Describe the purpose of a policy
• Describe the purpose of a procedure
• Describe the purpose of a work instruction
• Define document control
• Describe a technical manual
• Identify the benefits of electronic data interchange

Corrective and preventive actions are designed to eliminate the causes of nonconformities. They are a requirement of ISO 9000 and many other quality systems.

By the end of this course, you will be able to

• Explain the difference between corrective and preventive action
• List the steps of the corrective action process
• Explain the importance of the corrective action report
• Define the purpose of a Material Review Board

Statistical Process Control, or SPC, is a quality control methodology that uses statistics to predict variation in processes. Developed in the 1920s, SPC is widely used by manufacturing companies to maintain the quality of the products they produce.

By the end of this course, you will be able to

• Define statistical process control
• Identify and explain the three basics of statistical process control
• Explain the types of variation that exist in a process
• Explain the history of statistical process control

Probability and variations are the foundation of SPC. The mathematical rules of probability can help to accurately predict the variation in any process.

By the end of this course, you will be able to

• Identify the different types of variation
• Define and explain the six common causes of variation
• Explain the principles of probability
• Calculate the probability of an event
• Construct a histogram
• Explain the concepts of standard deviation

The control chart is a tool used in Statistical Process Control to determine if a manufacturing process is in a state of statistical control. Control charts achieve this by comparing real-time process information with historical process data.

By the end of this course, you will be able to

• Define the purpose of a control chart
• Explain the fields on a control chart
• Prepare a new control chart
• Calculate X-bar
• Calculate X-double bar
• Calculate R-bar

Analyzing the data on your control chart will help you keep your processes in a state of statistical control. This course provides a few rules and guidelines that will help you identify potential problems before the process creates defective products.

By the end of this course, you will be able to

• Prepare a control chart for analysis
• Explain the eight basic control chart tests
• Analyze the averages chart
• Analyze the range chart

Process capability is a measure of the ability of a process to produce products that meet or exceed the engineering requirements. It is the standard for evaluating the statistical capability of a manufacturing process.

By the end of this course, you will be able to

• Define process capability
• Define specification limits
• Calculate process capability
• Calculate the process capability index
• Explain how the location of the process mean impacts process capability

Problem solving tools are used to identify the root causes of problems in a process. They are designed to create a methodical path towards problem resolution.

By the end of this course, you will be able to

• List the seven quality control tools
• Define and explain the seven basic quality tools
• Create a cause-and-effect diagram
• Create a check sheet
• Create a histogram
• Create a pareto chart
• Create basic graphs

Problem solving is one of the most difficult things you will ever do. It requires a strong mind, willpower, and knowledge of problem solving processes to get to the root cause of difficult problems.

By the end of this course, you will be able to

• Explain the Plan, Do, Check, Act cycle
• Define the required tasks for each step of the Plan, Do, Check, Act cycle
• Identify how the seven quality tools are used in the Plan, Do, Check, Act Cycle

Six Sigma is the structured, disciplined pursuit of near perfection in the products or services an organization produces.

It is based on statistical techniques and tools, and attempts to improve an organization’s bottom line by eliminating the variation in business processes that can result in defects.

By the end of this course, you will be able to:

• Define the origins of Six Sigma
• Recognize why organizations use Six Sigma
• Explain how they apply its philosophy and goals
• Describe how process inputs, outputs, and feedback impact the larger organization
• Recognize key drivers for business and how key metrics and scorecards are developed
• Describe the project selection process
• Explain when to use Six Sigma improvement methodology as opposed to other problem-solving tools
• Explain how a project supports and is linked to organizational goals

Lean principles are designed to help an organization achieve process perfection. The foundation of lean principles are employee involvement, adding the maximum value, and the elimination of waste. Lean is a journey toward understanding the customer and their needs.

By the end of this course, you will be able to

• Define and describe the concepts of lean, including pull and perfection
• Define and describe the elimination of waste using tools like 5S, kaizen, and poke-yoke
• Use a value stream map to identify waste
• Explain value
• Define value, value-added, and non-value-added
• Identify the terms used to describe waste
• Describe the theory of constraints

Design for Six Sigma (DFSS) is an application of Six Sigma that encompasses the product design and redesign processes. DFSS makes certain that the voice of the customer is built into every new product and service.

By the end of this course, you will be able to:

• Describe how quality function deployment fits into the overall DFSS process
• Define the purpose of the QFD
• Create a QFD matrix
• Explain the purpose of process and design failure mode and effects analyses (PFMEA and DFMEA)
• Calculate the RPN value for a PFMEA and DFMEA
• Explain the differences between a PFMEA and a DFMEA

A Six Sigma project often requires a large amount of time from many people, and can be quite costly to the organization. The define portion of the DMAIC continuous improvement model provides the information and tools necessary to identify the issue causing decreased customer satisfaction, and to ensure the project will be a value-added activity.

By the end of this course, you will be able to:

• Define components of processes
• Define process boundaries
• Describe the difference between internal and external customers
• Define process owner
• Define process stakeholder
• List some means of identifying customers
• Identify means for collecting customer data

Basic project management techniques are key contributors to the success of a Six Sigma project. Creating a project charter and performing risk analysis during the define phase helps a Six Sigma project stay on target and addresses potential risks.

By the end of this course, you will be able to:

• List the contents of a project charter
• Define problem statement
• Define purpose
• Define benefits
• Define scope
• Define results
• State the benefit of project risk analysis

The success of a Six Sigma project depends on accurately identifying the current state of a process, and then assessing the problems within the process. A number of management and planning tools are available for this purpose.

By the end of this course, you will be able to:

• Define affinity diagram
• Define interrelationship diagraph
• Define tree diagram
• Define prioritization matrix
• Define PDPC
• Define activity network diagram
• Define matrix diagram
• Identify types and uses of matrix diagrams

To complete the define phase of a Six Sigma project, it’s necessary to be able to assess its performance. Business results are measurements of performance that can be applied to the business, project, or process.

By the end of this course, you will be able to:

• Define Defects per Unit (DPU)
• Define Rolled Throughput Yield (RTY)
• Define Defects per Million Opportunities (DPMO)
• Describe sigma level
• Describe process capability indices

To be successful, a Six Sigma project must be executed by an effective team. Teams evolve over time, passing through definite phases of evolution until they find their place in the organization’s Six Sigma structure.

By the end of this course, you will be able to:

• Define and describe the stages of team evolution
• List the different roles in a Six Sigma team
• Define brainstorming
• Define nominal group technique
• Define multivoting

A wide variety of tools exist for use in the define phase of a Six Sigma project. Each tool can provide insight into an organization’s processes and help with the development of a good project plan.

By the end of this course, you will be able to:

• Surveys
• Focus groups
• Interviews
• Audits
• Cause and effect diagrams
• Check sheets
• Graphical charts
• Sampling plans
• Advanced Quality Planning (AQP)
• Benchmarking
• Force field analysis
• Gantt charts
• Project Evaluation and Review Technique (PERT)/Critical Path Method (CPM)

The measure portion of the DMAIC methodology provides a Six Sigma team with the tools needed to focus the project on possible causes of problems and solutions to those causes.

By the end of this course, you will be able to

• Identify and review process maps, written procedures, and work instructions
• Identify process input variables and process output variables
• Recognize the relationships between input variables and output variables

In today’s business world, companies cannot remain competitive if they must measure every product’s weight, colour, size, strength, and any other characteristic 100 percent. Organizations use probability and statistics to measure samples of a product and provide mathematical proof of the quality of the product or process.

By the end of this course, you will be able to

• Define probability
• Describe and apply probability concepts
• Define statistics
• List statistical parameters
• Distinguish between descriptive and inferential statistics
• Distinguish between a population parameter and a sample statistic
• Define a central limit theorem and its significance in statistics

To improve a process or product it is important to know its current status and its status after improvements are made. Valid data must be collected and summarized to verify the status of the process or product.

By the end of this course, you will be able to

• Identify continuous or variable data
• Identify discrete or attribute data
• Describe and define nominal, ordinal, interval, and ratio measurement scales
• Define and apply methods for collecting data
• Define and apply techniques such as random sampling, stratified sampling, and sample homogeneity
• Depict relationships by constructing, applying, and interpreting diagrams and charts

A random experiment or sample can result in different outcomes. The probability that each outcome will occur can be calculated and charted using different probability distributions.

By the end of this course, you will be able to

• Describe and interpret normal, binomial, Poisson, t, chi square, and F distributions
• Identify formulas for calculating the probability of data values of different probability distributions

Data often consists of measurements of characteristics or conditions. A measurement system analysis is necessary to identify measurement variation and distinguish between measurement and process variation.

By the end of this course, you will be able to

• Define measurement system analysis
• Identify and conduct gauge repeatability and reproducibility studies
• Define measurement terms including sensitivity, accuracy, precision, bias, and linearity

A main goal of a Six Sigma project is to reduce variation in a process. To meet this goal, the Six Sigma team must know the capability and performance of the process before and after improvements are implemented.

By the end of this course, you will be able to

• Describe the process of conducting a process capability study
• Distinguish between natural process limits and specification limits
• Define and calculate process capability indices
• Define and calculate process performance indices
• Describe the differences between short-term and long-term capability

Before any problem can be eliminated or controlled, the cause of the problem must be identified and confirmed. Six Sigma teams use statistical tools to perform an analysis of data to identify and confirm the variable that causes most variation in a process or product.

By the end of this course, you will be able to

• Create and interpret multi-vari studies
• Identify the differences between positional, cyclical, and temporal variations
• Identify the largest source of variation in a process using a multi-vari study
• Interpret the linear correlation coefficient
• Determine the statistical significance of a linear correlation coefficient
• Identify the equation for linear regression

Hypotheses tests are statistical methods of making decisions on the results of a study to determine if the results are truly related, or if they occur by chance. Hypotheses tests differ in the results they produce and what information is required, but they all share some basic terms and concepts.

By the end of this course, you will be able to

• Define and distinguish between statistical significance and practical significance
• Apply tests for significance level, power, and type I and type II errors
• Define null and alternative hypotheses
• List acceptable null and alternative hypotheses for statistical parameters
• Determine appropriate sample size for various tests
• Define confidence levels and confidence intervals
• Calculate confidence intervals for population parameters

Six Sigma teams must understand the difference between the types of hypotheses tests to determine the proper test for the problem. Selection of the proper test is determined by the statistical parameter to be tested and the available information from the sample data.

By the end of this course, you will be able to

• List common hypotheses tests
• Define and describe paired-comparison hypotheses tests
• Define terms related to one-way ANOVAs and interpret their results and data plots
• Define and interpret chi-square and use it to determine statistical significance

Properly designed experiments are essential to improving a Six Sigma project and making the project successful.

By the end of this course, you will be able to

• Define terms associated with the design of experiments
• Interpret main effects of a factor
• Interpret interaction plots

Statistical Process Control, or SPC, is a quality control methodology that uses statistics to predict variation in processes. SPC is the basis for the control portion of a Six Sigma project.

By the end of this course, you will be able to

• Define statistical process control
• Define and describe the objectives and benefits of statistical process control
• Explain the types of variation that exist in a process
• Define and describe how rational subgrouping is used
• Identify, select, construct, and apply various control charts
• Interpret various control charts

Improvements to a process are almost always needed to meet the goals of an organization. Many Six Sigma tools can be used to implement and validate the improvements.

By the end of this course, you will be able to

• List the steps to improve a process
• Identify Six Sigma tools used to improve a project
• Identify Six Sigma tools used to validate improvement efforts

The control plan is one of the most important documents used to maintain the gains made during the analysis and improve portions of a Six Sigma project. The control plan is a “living” document that is continually updated to capture continuing improvements.

By the end of this course, you will be able to

• Define the minimum requirements for a control plan
• List sources of information for a control plan
• List required documents based on a control plan
• Define a dynamic control plan