Abbott Associates
  •  

Management Curriculum

The Management Curriculum prepares one to manage and lead an operation through effective decisions. The curriculum is intended for individuals who are currently working in management or who are preparing themselves to become managers. These courses are appropriate for operational vice-presidents, directors, and managers.

The management curriculum includes the following classes:

Course Number

Course

Hours Required

201

Essentials for understanding Six Sigma Call Centers

3

202

SigmaDesign Advantages and Cost Savings

2

221

Proactive decision-making

1

222

Terms – Targets, Tolerances, Specification limits, and SLAs

1

301

Division of Decision-making Labor and Decision Violations

2

302

Metric Team

2

303

Decision-making Process using Metrics

2

351

Describing Metrics

2

352

Queuing curves and variability

1

Sample lectures from the management curriculum classes are below:

MGT201   Essentials for understanding Six Sigma Call Center
You will understand the traits of an effective manager and how to establish a vision that thinks big. You will understand the difference between efficient and effective and how science and engineering can make your center effective.

MGT202   Sigma Design Advantages and Cost Savings
Get and understand a cost comparison of a six sigma center versus a typical operation and the huge six sigma $$ savings. You will understand the required tools for an agent to be effective in your operation.

MGT221    Proactive decision-making
This class covers the First Process Management Principle (Product, process, and proactive management). You will understand the 1st principle using everyday examples (Grandmas biscuits) to clarify what and where the product and process are. You will understand how to create and share a clear vision.

MGT222   Terms – Targets, Tolerances, Specification limits, and SLAs
Management requires concise terms and definitions. We will study the most commonly misused terms and how they undermine even the best call center. You will have clarity of the terms (target, tolerance, specification limit, and SLA) plus how they can be used and drive the wrong results. Using this principle will allow us to become proactive managers.

MGT301   Division of Decision-making Labor and Decision Violations
The class covers the Second Principle (Policy, Strategy, Tactics). Division of labor is explained to fully understand the importance of, physical, functional, and decision types. This class explains how violating division of labor will lead to disaster. Sometime knowing what not to do is key. We will cover the three division of mental labor violations: no thought to capability, forced capability, and poor productivity. This course will explain how this applies in a call center world.

MGT302   Metric Team
With a clear understanding of the the three types of decisions (policy, strategy, and tactics) we can now begin the building of decision specific tools. The first tool becomes the understanding of the uniquely differing metric views for each decision type. This class explains the differences between tactical and strategic metric views, decisions, and roles. With this clarity we can form a decision-making and metric team.

MGT303   Decision-making Process using metrics
The class covers the Third Principle (correct, consistent, and capable) and the prerequisites for effective decisions. Decision-making can now become a process. The decision-making process will become the cornerstone for an effective operation. Cause and effect analysis and its use will be explained. You will be able to apply the operation philosophy of change management and use it to form your management style.

MGT351   Describing Metrics
Understanding the informational flaws and metric myths is key to why we need to enhance our metric views. The module will cover central tendency and variability and their impact on a call center.

MGT352   Queuing curves and variabilities impact
This class will explain queuing science and how variability is the largest impact driver in any operation. This understanding is key in a call center and support center operation. You will understand how you can have both idle time and wait time and how this is caused by variability. You will leave this class understanding why and how to manage variability.


Personal Learning Center Manager’s curriculum Quarterly Subscription only $99/quarter

Subscribe Now

Your personal subscription entitles you to the complete Call Center Personal Learning Center including manager curriculum. You will have unlimited personal usage of the courses.

Call us at 864-297-9598 for information about organizational pricing.