Breakthrough
Educational
Systems &
Technologies, Inc.
Core Management Skills
Core Management Skills is a course for new or first time managers,
supervisors or leads who need training in the fundamentals of supervising or
managing. It covers the basics of making the emotional, conceptual and
practical shift from employee to manager, and teaches fundamental skills such
as establishing authority, the primary functions of management (planning,
organizing, staffing, directing and controlling), and how to avoid typical
pitfalls such as over or under managing. The course also covers some basic
human resources policies, legal issues that first time managers need to be
aware of and an additional module can cover behavioral interviewing.
(2-3 days)
Audience: New managers, managers who have had little
formal management training, or managers needing a refresher of the basics
Highlights:
Human Performance Management
Human Performance
Management is a course in the basics of the performance management of people.
In the introduction foundational management theory is summarized and addressed
briefly and concisely. The real focus of
the course is the dynamic interrelationship of three key elements of human performance
management:
1. Goal setting at the business unit and
individual employee level
2. Day-to-day coaching and intermittent
feedback
3. Formal periodic performance assessment and
feedback
These elements are
presented, discussed and practiced during the course using company specific
cases. The linkage of rewards to performance is also covered. This course
provides sound management basics for front-line supervisors, middle managers
and team leaders. (1 day)
Audience: All
levels of management who need a solid grounding in the fundamentals o managing
and motivating people
Highlights:
Situational Leadership
Situational
Leadership is a course that explains the four leadership styles that a modern
manager must use to manage a diverse variety of employees. The course covers a
model of leadership that is very dynamic and flexible. The course describes the
four leadership styles of Directing, Coaching, Supporting and Delegating,
explains their use, what each style looks like, who it is used with and how to
utilize it to the manager’s best advantage. This course involves the use of
several case studies, and instruments that give the participants feedback on
their leadership preferences as well as aid in diagnosing the use of the skills
taught with their respective employees. (2 days)
Highlights:
Audience: All
levels of management who need a practical method for identifying what type of
(different) management individuals they manage need and how to communicate and
utilize different practical approaches
Project Planning and Management
Project Planning
and Management is a course that prepares a person to thoroughly plan and manage
a project from beginning to end. This course begins with establishing
objectives, project parameters, schedules and budgets. During the project
implementation phase of the course, participants learn methodologies dealing
with managing a project team, resolving conflicts, making mid-course corrections
and monitoring adherence to budgets and schedules. Practical methods for
project communications and reporting, and the use of automated project
databases are also addressed throughout the course. (2-3 days)
Audience: All levels of management and staff who must
lead or manage projects
Highlights:
Financial Analysis & Decision Making
Financial Analysis
and Decision Making is a custom course developed in concert with the company
CFO and accounting department or firm, FA
& DM enables managers to understand what financial data they need to
track on a monthly, quarterly and yearly basis and how to interpret data and
make decisions based on it. The course also covers how to monitor conformance
to action plans; how to prepare budgets and forecasts and how to track and
report data. The use of an electronic database or spreadsheet program can be
utilized in this course. A supervisor level version dealing primarily with
preparing and managing budgets and forecasts can also be developed. (1 day)
Audience: All first line and mid level managers and
relevant professional staff who would find this information helpful in their
jobs
Highlights:
The Executive Forum Series is a series of 1/2 day modules of
training, discussion and interaction around a group of topics relevant to
senior management. The series is
sequential and any module can be substituted for other modules that might be
relevant to a senior management team.
The approach is facilitated discussion rather than didactic instruction
and executives get an opportunity to pre read a relevant thought provoking
book, article or case prior to each meeting.
Managers share ideas on the discussion topics and the facilitator brings
in outside experience and benchmarking data.
A follow up plan is developed on each topic and executives commit to
implementation. Meeting is usually held once per month or every six weeks
depending on the desires of the company executives. Recent topics included in the series are:
Audience: Business Executives and
senior managers
Lean
Enterprise Systems and Six Sigma are a natural marriage. Both techniques are
directed at the same results: waste and time reduction. The application of
process analysis and improvement can only go so far without running into
redundancies, rejects, high variability and speed inhibitors. Six Sigma systems
do a wonderful job at selecting process or quality constraints, identifying
root causes and working the process at its source to eliminate variable
failures, waste, rework and non-value adding practices. These tools along with
the Just-In-Time techniques complete optimization of the Supply Chain. This is
where global competition is moving. Stay ahead of the competitors.
Lean
-Six Sigma Green Belt, Black Belt and Black Belt Master programs are available.
Lean - Six Sigma is very applicable to Presidents, Operations Managers, Manufacturing Managers, Industrial and Manufacturing Engineers, Production Supervisors, Materials and Inventory Managers, Supply Chain Managers, Logistics Managers, Quality Assurance Managers, Planning and Production Control Departments, Purchasing Management.
Critical issues that will be
addressed by these seminars will include:
· Set proper goals and continuous improvement criteria to achieve them
· Know why a business must focus on process management to maximize benefits
· Be able to identify waste reduction opportunities by Lean Six Sigma activities.
· Be prepared to define and implement Lean/Six Sigma projects while improving customer service.
· Apply all the Six Sigma Tools to company problems and review results
· Define methodologies for applications and designs incorporating Lean/Six Sigma
· Define a strategy and implementation plan for your company implementation.
Learning Objectives:
· Set Six Sigma goals and review philosophies
· Select and apply continuous improvements tools and list risks
· Define business processes and define results and measurement
· Lean thinking and Theory of Constraints (TOC) integration
· Do cycle time and analysis for waste reduction
· List and apply Lean tools to your processes
· Define a project scope and metrics for your organization
· Laying out project plans, team dynamics and managing change
· Process analysis and Statistical Process Control and capability analysis
· Measure and manage variables plus select sample size and error type
· Structure Design of Experiments models (DOE)
· Research Taguchi methods for robust design
· Review Design for Six Sigma (DFSS), Quality Functional Deployment (QFD) and Failure Mode and Effective Analysis (FMEA)
· Design a Performance evaluation process and score board
· Financial impact of measurements
Just-In-Time Manufacturing is very applicable to Presidents, CEO’s, Financial Officers, Operations Managers, Manufacturing Managers, Industrial and Manufacturing Engineering, Quality Engineering, Production Supervisors, Logistics Managers, Supply Chain Managers, Planning and Production Control Departments and Purchasing Management.
Critical issues that will be addressed in this seminar will include:
Learning Objectives:
• List the 17 key elements of JIT and World Class
• Identify non-value added activities
• Record the impact of scheduling and level loading
• Chart and evaluate Supplier Networks
• Inventory Management and Control for JIT
• Set Safety stock, kanbans and lead times
• Review Production Flow Principles
• Define the Key JIT principles in the shop
• Do a Flow Chart of your processes
• Define the key pull system rules
• Use Signaling systems for priority control
• Conduct Pull system exercises
• Manage and Analyze cycle times
• Work Case studies of JIT - Issues and risks
• Define a cell for Cellular Manufacturing
• Do a Plant layout for JIT flow
• Analyze and adjust Setup time reduction and SMED
“Basics of Supply Chain Management”
This course is the
foundation of the entire APICS (American Production and Inventory Control
Society) body of knowledge. It is taken first before the other four modules
because it prepares the student for the in depth knowledge contained in the
rest of the courses. The student will learn from the top down how the APICS
body of knowledge is integrated to the flow of material throughout the supply
chain from sub suppliers to ultimate customers.
Description of
each session:
Session 1. Introduction to Supply Chain Management (2.5 Hours)
Session 2. Forecasting (2.5 Hours)
Session 3. Master Planning (2.5 Hours)
Session 4. Material Requirements Planning (2.5
Hours)
Session 5. Capacity Management and Production Activity Control (2.5 Hours)
Session 6. Inventory Fundamentals (2.5 Hours)
Session 7. Inventory Management (2.5 Hours)
Session 8. Physical Distribution (2.5 Hours)
Session 9. Quality Management and Purchasing (2.5 Hours)
Session 10. Just-In-Time Manufacturing (2.5 Hours)
Production
Planning and Scheduling is very applicable to Plant Managers, Sales
Management, Operations Managers, Accounting, Manufacturing Managers, Industrial
and Manufacturing Engineering, Production Supervisors, Quality Management,
Planning and Production Control Departments, Inventory Management and Purchasing.
Seminar Detail
Critical issues that will be addressed by these seminars will
include:
·
Planning
at the highest resource levels over the long term.
·
Scheduling
from the high level plan for integrated sales and operation plans.
·
Calculating
Materials and Capacity Planning scenarios
· Learn the powerful impact Inventory and its movement on the overall organization
· Learn the value and importance of Purchasing and Quality on the supply chain.
· Learn the elements and value of Just-In-Time systems to optimize manufacturing.
Session 1. Introduction
to Supply Chain Management (2.5 Hours)
Learning Objectives:
Role and importance of
manufacturing
Conflicts in traditional
systems
Role, objectives, and
responsibilities of materials management
Differences among
manufacturing processes
Session 2. Forecasting (2.5
Hours)
Learning
Objectives:
Basic
demand patterns
Basic
principles of forecasting and data collection
Basic
forecasting techniques
Seasonality
indexes
Sources
and types of forecast error
Session 3. Master Planning (2.5
Hours)
Learning Objectives
Level
production plan for make-to-stock products
Relationship
of resource requirements planning to production planning
Purpose of
a master production schedule (MPS) and relationship to the production plan
MPS and
rough-cut capacity plan
Relationship of the MPS to sales and the ability to promise delivery
Session 4. Material Requirements
Planning (2.5 Hours)
Nature of demand and use of material requirements planning (MRP)
The MRP process
Purpose formats of bill of materials
Lead time, exploding, and offsetting
Order planning and control
Session
5. Capacity
Management and Production Activity Control (2.5
Hours)
Learning Objectives:
Capacity
management and its relation to priority planning
Rated
or calculated capacity
Capacity
required for a shop order
Purpose
and activities of production activity control (PAC)
Session 6. Inventory Fundamentals (2.5
Hours)
Learning Objectives:
Importance
of good inventory management
Classification
of inventory based on flow of material
Functions
inventories perform
Objectives of inventory management
Session 7. Inventory Management (2.5
Hours)
Learning
Objectives
Costs
that are relevant in deciding how much to order
Economic
order quantity (EOQ) formula
Order
point systems
Setting
Safety Stock
Customer Service level
Session 8. Physical Distribution (2.5
Hours)
Learning Objectives
Concepts
and applications of ABC inventory control
Activities
of a physical distribution system
Physical
distribution, marketing, and production relationships
Warehouse
activities
Session 9. Quality Management and Purchasing (2.5
Hours)
Learning Objectives
Marketplace
pressures that are driving quality standards higher in manufacturing
Quality
in manufactured products
Pareto
analysis, process control charts, and fishbone diagrams
Purchasing,
its objectives, and steps in the purchasing cycle
Factors
to consider in establishing specifications
Supplier
selection and agreements
Session 10.
Just-In-Time Manufacturing (2.5
Hours)
Learning Objectives
Definition
of Just-in-Time (JIT)
Concept
and causes of waste
Continuous
flow manufacturing and intermittent manufacturing
Advantages
of machine flexibility and setup time reduction
Total
quality management (TQM) and lot size, lead time, and work in process
Typical homework sample assigned to each student
to be accomplished between sessions:
“Answer the questions at the end of this chapter. Review the entire chapter material within 24 hours; preview the material for the next session before the next class. Bring the results of the questions to class for discussion”
American Production and Inventory Control Society
(APICS) Certifications
These programs are the foundation of the entire APICS body of knowledge. The Basics of Supply Chain
Management is taken first before the other four modules because it prepares the
student for the in-depth knowledge contained in the rest of the courses. The student
will learn from the top down how the APICS body of knowledge is integrated to
the flow of material throughout the supply chain from sub suppliers to ultimate
customers.
Here are the recent data on APICS materials: Prices are as of 10/1/2006 and may be adjusted from time to time:
Required materials for all students are: Cost Order #
APICS Dictionary $10.00 #01102
CPIM Exam Content Manual $16.00 #09051
Basics of Supply
Chain Management
Student Workbook and Questions CD $55.00 #09122
Introduction to Materials Management $61.00 #03813
Study Notes $28.00 #09245
Master Planning of
Resources
Student Workbook $55.00 #09124
Master Scheduling (2nd Ed) $64.50 #03169
Study Notes $28.00 #09246
Detailed Scheduling
and Planning
Student Workbook and Questions CD $55.00 #09126
Orlicky’s Material Requirements Planning $39.95 #03802
Study Notes $28.00 #09247
Execution and Control
of Operations
Student Workbook and Questions CD $55.00 #09128
Just-In-Time - Making it Happen $41.00 #03114
Study Notes $28.00 #09248
Strategic Management
of Resources
Student Workbook and Questions CD $55.00 #09130
Operations Management $57.95 #09605
Study Notes $28.00 #09249
The Basics of Supply Chain Management course is ten 2.5-hour sessions that we will cover in three days for your groups. The Master Planning of Resources course is nine sessions and would be done in two and a half days. The rest of the course modules will be done in two days.
Employers may want to consider buying a “core” set of reference books (maybe 5 to 10 sets) for a central library rather than one for each student. The books are not used much in class but are used during exam preparation and not by all members at the same time.
The Student Workbook and Study Notes are the best tools and are used most of the time. Study Notes are notes in the exact order as the exam study guide which all will have from the first class.
Basics of Supply Chain Management
This course is the foundation of the entire body of knowledge of Supply
Chain Management. It should be taken first before the other courses because it
prepares the student for the in depth foundation of knowledge contained in the
rest of the courses. The student will learn from the top down how the Supply
Chain body of knowledge is integrated to the flow of material throughout the
supply chain from sub suppliers to ultimate customers.
Basics of Supply Chain Management is very
applicable to Plant Managers, Sales Management, Operations Managers,
Accounting, Manufacturing Managers, Industrial and Manufacturing Engineering,
Production Supervisors, Logistics Management, Supply Chain Managers, Quality
Management, Planning and Production Control Departments, Inventory Management
and Purchasing.
Critical issues that will be
addressed by these seminars will include:
· Planning at the highest resource levels over the long term.
· Scheduling from the high level plan for integrated sales and operation plans.
· Calculating Materials and Capacity Planning scenarios
· Learn the powerful impact Inventory and its movement on the overall organization
· Learn the value and importance of Purchasing and Quality on the supply chain.
· Learn the elements and value of Just-In-Time systems to optimize manufacturing.
Learning Objectives:
Strategic Inventory Reduction
Inventory is an asset. Or is it? This seminar will show inventory is not a good thing, but it is a necessary thing. The seminar begins by showing the financial and cash flow impact on a growing business. Next, the seminar provides a clear understanding why inventory exists and accumulates in a business enterprise. In the final sessions, various techniques are discussed that, if applied successfully, will reduce the need for inventory in the business process. Many techniques are illustrated with actual case studies of companies just like yours that have simultaneously reduced inventory while improving customer service and
Strategic Inventory Reduction Presidents, CEO’s, Financial Officers, Operations Managers, Manufacturing Managers, Industrial and Manufacturing Engineering, Quality Engineering, Production Supervisors, Logistics Managers, Supply Chain Managers, Planning and Production Control Departments and Purchasing Management.
Line supervision and direct employees will benefit from an understanding
of how to keep inventory at a minimum while providing excellent customer
service.
Critical issues that will be
addressed by these seminars will include:
· Understand the relationship of inventory to the business model.
· Know why a business enterprise needs inventory and what types of inventory are required.
· Be able to identify inventory reduction opportunities in the business.
· Be prepared to define and implement inventory reduction projects while maintaining or improving customer service.
Learning Objectives:
§
Identify at least three reasons why inventory
exists in a business.
§
Identify the three categories of inventory and why
they occur.
§
Diagram the flow of inventory through a business
process.
§
Describe three general rules of inventory
management
§
Know the difference between cycle counting and
physical inventory.
§
Identify three other data elements that affect
inventory accuracy.
§
Identify three weaknesses of EOQ.
§
Describe the difference between actual lead and
perceived lead time.
§
Identify three instances of excess inventory in the
student’s company.
§
Identify three performance measures useful for
inventory management.
§
Define three keys to successful inventory
reduction.
§
Describe one method of inventory reduction for each
of Raw Material, WIP and Finished Goods inventory.
Theory of Constraints
Probably
the most revolutionary concept offered in the last 40 years for manufacturing.
The integrating element most absent in modern manufacturing has been clarity of
purpose and a way to see to the purpose clearly and consistently. This is the Theory of Constraints. Simply
knowing where the bottleneck is in any plant and managing the flow according to
it can optimize all other resources. The logic is so simple and the throughput
impact so profound has caused massive numbers to convert to this tremendous new
way of manufacturing life.
The Theory of Constraints is very applicable to CEO’s, Operations Managers, Manufacturing Managers, Industrial and Manufacturing Engineering, Production Supervisors, Planning and Production Control Departments, Purchasing and anyone who directly affects the flow of materials through the company.
Critical issues that will be
addressed by these seminars will include:
· Where the management history for manufacturing has gone wrong.
· How the financial impact of the three key goals of TOC meet all objectives.
· How to implement Just-In-Time techniques through plant bottlenecks.
· Learn the powerful impact that bottlenecks have on the overall organization.
· How to implement a TOC measurement system that guides, reports and motivates all to better vision and performance
Learning Objectives:
Purchasing is a real
profession, not something you do at the supermarket. These two seminars offer excellent tools and
techniques to optimize your purchasing skills, maximize your productivity and,
most importantly, overcome the perception that purchasing has a limited contribution
to corporate success.
Part I: Organize for
Power is a stand-alone segment that makes certain you have the right
professional vision and skills such as financial analysis, reading D&B
reports, supplier selection, value analysis and inventory management.
Part II: Tools and
Techniques deals with the successful use of tools such as cost/price analysis,
legal aspects, contracts and negotiations. Both segments give a complete
picture of what a new buyer should absolutely know about purchasing.
Basics for Supply Chain Buyers is easily
applicable to many other groups within the organization: All New Buyers,
Purchasing Department Group Leaders, Project Managers, Administration Managers,
Controllers and Accounts Payable, Materials Management, and any others who
manage or are involved in ordering or planning inventories.
Critical issues that will be
addressed by these seminars will include:
· Enhanced planning skills needed to track and manage projects on a timely basis.
· Managing the real resource of project success or failure – the manpower.
· How to get buy-off and buy-in for each phase of a maintenance project.
· Building the most cost-effective plan when costs are not known.
· Becoming aware of what issues are trouble and when to call for legal help.
· Getting reasonable costs estimates when quotations are not available.
· Assess your skills and then apply them in a negotiation.
Learning
Objectives:
Lean Techniques for Manufacturing
The foremost
resource in manufacturing is time. If you waste it, lose it, forget it,
miss it or don’t plan for it you will fall behind the competitor who is more
observant. Lean Manufacturing simply
means less time for work to through your system. The way to do this is to
reduce the waste that consumes time and adds true value. Inventory, handling,
waiting, failure, movement, stocking, overproducing or poor layouts can all be
reduced or eliminated with the proper tested and proven techniques taught in
this workshop.
Lean Techniques for Manufacturing is very applicable to Presidents, CEO’s, Financial Officers, Operations Managers, Manufacturing Managers, Industrial and Manufacturing Engineering, Quality Engineering, Production Supervisors, Logistics Managers, Supply Chain Managers, Planning and Production Control Departments and Purchasing Management.
Critical issues that will be addressed in this seminar
will include:
· Overcoming the long lead times that are really not necessary.
· Reduce inventory, increase throughput and customer fulfillment.
· Resolve the typical problems with factory layout.
· Learn the powerful impact of Pull systems on the overall organization.
· Define powerful supplier integration of no-waste signals and transactions.
· Involve the support groups and tie their decisions to the supply chain flow.
Learning Objectives:
·
List what the customers really want but never get.
·
Design for the customer’s customer and the
supplier’s supplier.
·
Seeing the impact of Quality on Lean systems.
·
List opportunities and tools to apply Lean to your
company.
·
Define a new layout using lean guidelines.
·
Check the speed through your system.
·
Define and test the elements of “5S” and workplace
organization.
·
Use Theory of Constraints to identify obstacles to
the flow.
·
Review and set goals for your return to work.
Improving Supplier Performance
Suppliers have become a major element of success for their customers. Almost 66% of the customers’ income now goes to the suppliers through Purchasing. The growth of supplier integration systems has been immense in the last decade and will continue in the future. It is incumbent upon management, especially Purchasing, to improve supplier performance well beyond anything done in the past. There are many techniques, and measures that can help any company to enhance their suppliers’ capabilities thereby enhancing their own competitive advantage.
Improving Supplier Performance is very applicable to Operations Managers, Purchasing Management, Buyers, Planners, Product Managers, Quality Technicians, Manufacturing Managers, Manufacturing Engineering, Quality Management, Production Supervisors, Planning and Production Control Departments and Purchasing.
Critical
issues that will be addressed by this seminar will include:
· Develop strategies for ongoing continuous supplier improvement.
· Identify ways to select and qualify suppliers for improvement.
· Identify the real value of ISO 9000 et,al. and Quality Process Certification.
· Define an evaluation system to ensure supplier improvement.
Learning Objectives:
The Journey to
Personal Success Course is a course in personal productivity and success. It is
a comprehensive 2-3 day seminar designed to enhance the success of any
individual. The course involves a lot of
personal thinking and individual work that enhances self-discovery and provides
a plan for managing an individual’s future.
This course begins where other personal productivity course (The Seven
Habits, Personal Power, etc.) leave off. Far from being conceptual this course
focuses on HOW TO’s.
Participants learn about and perform personal work on a number of topics
that are related to their personal success (career and personal) (2-3 days)
Audience: All employees and managers of a company who
need a positive success mentality
Highlights:
The Negotiating Anything course is a course
designed to help your personnel with conducting successful business
negotiations. However, in practice you’ll find applications that extend outside
the business realm as well. Negotiations, like any other communication process,
are both a skill and an art. This course teaches the skill and through practice
helps the trainee refine the art. The skill comes from using practical
techniques, which have predictability toward influencing desired outcomes.
Participants can use the skills of negotiation to accomplish their goals, have
their point of view understood, and obtain agreement from others with whom they
interact. (1 Day)
Audience: Any mangers or professional staff who have to
negotiate sales, contracts or ideas
Highlights:
Connecting
through Communication is a course that addresses the number one problem in most
organizations. This workshop provides an understanding of the communication
process and shows why the process typically goes wrong. Through the use of a
communication styles instrument participants come to learn about differing
communication styles, their own preferred style, how to read the styles of
others and how to tailor their communication to each style for maximum impact.
While the focus is on interpersonal communication, the course also deals with
group and team communication and provides supportive learning for a
team-building program. (1 day)
Audience
– all managers, employees and staff within an organization
Highlights:
Building High Value
Relationships is a course based on the evolving science of Emotional
Intelligence (EQ). This course presents
an understanding of the basic concepts, measures and practices involved in
developing high amounts of personal emotional/relational intelligence in
company managers and employees. The course presents the emotional competencies
required of executives, managers, and workers in the new millennium in an
organized way and provides a diagnostic for participants to measure and gain feedback
on their emotional competencies. Having
provided this information the course goes on to describe prescriptive
strategies and actions that individuals can take to improve and “muscle build”
their relationship development competencies in any area they desire.
(1.5 Days)
Audience: Any manager or employee that desires to build
a high level of relational management and competency at work
Highlights:
Personal
Time Management is a course that helps every manager and employee get control
of not over just his or her time, but of themselves. The course links proven
time management techniques to individual performance goals set by the employee
or their manager. The course begins with identifying the roles each employee or
manger has and the short/long term goals for them as individuals related to
each role. The course then provides a
compendium of techniques that can be used to productively manage his/her time.
Systems for prioritization, and cost benefit analysis are also included in the
course. The course can cover the use of a personal time planner and/or the use
of personal management database software or electronic planning tools (Palm
Pilot, etc) if the company desires. (1/2 day)
Audience:
Any manager or employee of the company
Highlights:
Put it is Writing
is a workshop type of course that presents ideas and methods to improve writing
skills in a business setting. The course begins with several personal
diagnostics to inform the participant where their writing strengths and
weaknesses are. The course then goes on to provide refresher type of
information on spelling basics, punctuation, rules of grammar and other
relevant “rules of the writing road”. The course then systematically provides
instruction and practice in some basic tools for improving the writing of
reports, letters, memos, and special correspondence. (1 day)
Audience: Any manager or employee who needs a
“refresher in writing techniques, grammar, punctuation and form.
Highlights:
Managing
the Journey to Team Success is a workshop type of course built for managers or
team leaders who are or will build and lead high performing teams. The course first provides a rationale for
effective team leadership, and establishes how to use team mission, vision and
goals as the focal point for team interaction. A teamwork diagnostic instrument
and several group simulations provide high involvement and an understanding of
each participant’s level of team leadership skills. Emphasis on team
intra-communication, conflict resolution and team accountability complete this
course. (1 Day)
Audience: managers, supervisors and team leaders
Highlights:
Adventures in Teamwork is a course for team members that can be
used to train intact teams or employees who will be working on teams in the
near future. The course first provides a rationale for effective teamwork, and
concrete goals as the focal point for team interaction. A teamwork diagnostic
instrument and several group simulations provide high involvement and an
understanding of each participant’s level of team skills. The course then
prescribes specifically how each participant can improve their teamwork.
Strategies for conflict resolution and team accountability complete this
course. (1 day)
Audience: employees who need to participate in teams of
any kind
Highlights:
Adventures in Teamwork II (High Challenge Ropes Course)
The Adventures in
Teamwork II course is an outdoor experiential course that begins where indoor
(academic) courses leave off. The course is an excellent follow up session or
an experiential second day to OCG’s “Adventures in
Teamwork” or “Managing the Journey to Team Success” courses. Participant’s
self-esteem and confidence in themselves will explode as a result of an
exciting action-filled day on a local ropes course. Experiential learning is a
captivating and effective way to implement, reinforce and fine tune behaviors
and strategies necessary for high performance teams. Usually done with the team
leader and his/her intact team, the outdoor, action-oriented program gives the
participants the experience of working as a team on concentrated exercises with
professional coaching. (1 day)
Audience: Employees
who need to participate in a team of any kind who have had an indoor “academic”
teamwork course or module
Highlights:
Capturing and
Controlling Your Markets is a grouping of modules that deal with selling and
marketing. Together with pre-training, individual assessments, diagnostics and
after-the-course coaching in the field this group of modules forms a highly tailorable curriculum adjustable to the needs of the
company’s sales/marketing staff. The focus can be either fundamental selling
basics or advanced material on strategic or consultative selling. Depending on
the mixture, length and tailoring options selected the modules can include
consultative selling techniques; in field assessments, observations and
coaching of best practices; strategic account development; account retention;
account management and tracking; managing and motivating a sales force; and
practical negotiating skills. These modules can be combined and grouped into a
comprehensive sales course or spread out over time to create an in-depth sales
curriculum. (1-5 days)
Individual course
modules:
Sales Professional (1 day)
Audience: Beginning
and experienced sales personnel and sales managers
SSE is a unique
course for experienced sales and field service personnel, which provides
advanced selling skills and team building skills in the same course. Tailored
to the individual business this course teaches sales and service personnel how
to work together as a team to deliver maximum benefit to the client. The focus
is on a consultative approach to understanding the clients business and
objectives and continually presenting solutions as a consultant and business
system advisor. The field service technician or telephone customer service role
in relationship to sales is well defined and presented as a precursor to future
customer sales. Also included in this course are modules on teamwork,
communication, and new and innovative ways of thinking, telephone skills and
management implementation tools. (4 days)
Audience: Sales personnel and field customer service
representatives
Highlights:
Exceptional
Customer Service is a course that teaches the basics and beyond in what it
takes to manage interaction with a customer (internal or external) and how to
become a service legend. This high impact course provides solid skill practice
in dealing with customers (both internal and external). Topics include: The how to’s of
providing exceptional service, questioning & listening skills; note taking
and record keeping; follow through; and strategies and techniques for handling
both difficult and multiple customers. A half-day telephone skills module can
be added if necessary. (1-1.5 days)
Audience: Front line and internal service personnel and
company staff who provide support for front line personnel
Highlights:
First Impressions
is a shortened version of OCG’s “Exceptional Customer
Service” course tailored for front line personnel. It is an intensive course that
teaches how to achieve world-class front line service by identifying and
executing on certain key elements of attitude and action. A separate customized
version of this course can be used as a part of new employee orientation for
communicating the service attitude and values of the company and how employees
are expected to relate to customers (1/2 day)
Audience: Front line service personnel, employees
dealing directly with customers and new employees needing an orientation to the
company’s customer values and attitudes.
Highlights:
May I Help you is a
course in providing both essential and exceptional skills. Great telephone skills are the key to quality
first impressions and repeat business for your company. The quality of
interactions with customers, suppliers and alliance partners on the telephone
can be a company’s greatest asset, or biggest deterrent. The first time caller
will quickly become the loyal life-long customer when they are greeted and
treated with exceptional telephone skills. From the simplest of procedures, to
high-powered handling, the participant will come away with the skills needed to
carry your company through the next millennium and beyond.
(1/2 - 1 Day)
Audience: telephone sales and service personnel, and
front office, receptionists and anyone interfacing continually with customers,
key suppliers and employees by telephone
Highlights:
The Architects of
Business is a two-part course, which prepares the manager, trainer or
administrator to become his or her own in-house organizational consultant. In
part one of the course the course participants learn the components of a
dynamic organizational model developed by studying some of the nation’s most
successful businesses. Each participant then uses the model to diagnose a
particular organizational unit (a division, department or business unit). On
the second day (approximately two weeks later) participants are grouped and
share the data they gathered with others. Using group synergy each individual
gets feedback on his or her analysis and organizational diagnosis. The course
culminates in prescriptive action plans for organizational improvement and an
understanding of the impacts of major change on people and how to lead them
through a major transition. (1 or 2 days)
Audience: managers and employees going through (or
about to go through) a major organizational transition such as a
reorganization, merger, acquisition or turnaround
Highlights:
Breakthrough!
Thinking is a dynamic, fun and stimulating course that deals with the need and
practice of breaking old outmoded thinking habits (that all of us have) and
replacing them with new more creative, positive and productive thinking skills.
The course centers on developing, individually and collectively, three
strategic mindsets: 1) Accepting change (instead of fighting it); 2) Creating
the future (instead of reacting to it); and 3) Giving your best (instead of
hedging your resources). This course is highly interactive and is great for
building a new, creative, energetic mindset among employees in start up
organizations, turnaround organizations or organization with a strong “status
quo” mentality. It is also a great “front end” for developing the right mindset
for any kind of change or quality improvement program (1 Day)
Audience: Any manager or employee who is (or soon to
be) involved in a major quality improvement, reorganization, or reengineering
program
Highlights:
Breakthrough
Process Improvement is a course in the technical aspects of quality
improvement. It specifically teaches
quality improvement methods and processes and the statistics and quantifiable
measures supporting these systems. Through the participant’s use of an engaging
company simulation, this two-day workshop presents a five-phase model for
(continuous or rapid) quality improvement of a product or service. It can be
applied at the team, business unit or large organizational level. The
strategies presented can be applied as a stand-alone approach to quality
improvement or can be integrated. The course can be oriented to the Deming
method, the
Audience: Any manager or employee who is (or soon to
be) involved in a major quality improvement, reorganization, or reengineering
program
Highlights:
Creating
the Should Be is a hands-on course in practical problem solving methods that
begins with an interesting premise - participants defining what they want to
create, rather than what they want to “go away.” By beginning with the result
in mind participants create a lot of positive energy and creativity in
approaching how they will get to where they want to be. Along the way by
developing a tolerance for ambiguity, and following a structured approach
managers and associates learn to quickly solve (and keep solved) any problem
thus eventually creating the results they want. Contained within the course is
a “mini – course” in ethical decision-making, which links cognitive thinking
and “gut feeling” together to aid in making the best decisions possible. This
course can be tailored to focus on specific company or department problems as
case studies. (1 day)
Audience: Any manager, employee or project team member
who needs a structured approach to problem solving and decision-making
Highlights:
The Fantastic
Facilitation /Making Effective Presentations course is actually two different
versions of the same core course. One version (“Fantastic facilitation”) deals
with providing high quality facilitation in a training/teaching or coaching
situation. The other version (“Making Effective Presentations”) deals with
making different types of presentations in common business situations (sales,
marketing, reporting, leading meetings and presenting information) this course
(in the respective version) is for anyone who has to make a presentation or
provide training within the company.
Both versions deal
with planning, organizing and preparing presentations; presentation and
delivery techniques; the use of audiovisuals; personal appearance and presence,
and many speaker/trainer “tricks of the trade”. The course includes the use of
a presentation “kit” which is utilized in the course and provides tools for
subsequent use after the course. In a building block fashion each participant
prepares and delivers/facilitates three presentations on topics of their own
choosing while being videotaped. A critique of each presentation by the group
and the instructor provides personalized feedback. (2 days)
Audience: Anyone who must make a presentation or
provide training or facilitation within a business setting
Highlights:
Learn how the pros:
The B E S T Connection:
For
additional information about B E S T, its programs and services, or references
please contact:
William
Prouty, CLU RHU CBC CEC MBA PhD
Phone (951)
301-0605 Fax (951) 301-0606
Skype acct
- williamprouty
Email: wprouty@aol.com
Mail to: B
E S T, P.O. Box 989, Sun City, CA 92586-0989
…Taking
Business and Workforce Education to the Next BEST Level