Gain the skills employers want in less than 150 hours. Foothill College CNET119 Business Skills for Service/Support and Project Management April 6 - June 22, 2009 - Approximate Resident Tuition and fees $100. Considerably higher for non-residents. No required textbook. 3-hour Monday evening class 6pm-8:50pm Room 4218, 12345 El Monte Road, Los Altos Some classes and labs may be online to save gas, time, and parking. See http://www.foothill.edu/news/mainmaps.html 3-hour lab on Tuesday, Wednesday or Thursday evening (your choice). 6 hours/week reading, study, homework, and online tests. Total commitment 12 hours/week * 12 weeks = 144 hours Free Microsoft Project and other software. Fees also apply to other classes. For example you can register to the use the gym for less than $5/month. Student Card provides discounts for concerts, sporting events, movies, and some retail stores. Instructor Jacky Hood Gain Knowledge, Skill, and Real Experience Project Management and Service/Support Skills are in high demand in the career marketplace. These include teamwork, decision-making, leadership, innovation, scoping, planning, budgeting, work breakdown, scheduling, interpersonal/intercultural communication, influence management, and problem solving. Services are now 86% of U.S. employment and 1/3 of global employment. Learning to create and manage services is a career essential. Students will be involved in a 12-week long team project to develop an educational game that teaches teamwork, leadership, or communication. This is real project management experience. Each lab team provides first-tier support to classmates on the techologies used in this class. In addition, lab teams troubleshoot other products. This is real service/support experience. Students will learn and use web conferencing (CCCConfer), on-line learning management (ETUDES-NG), pc-based project management software (Microsoft Project), and a hosted customer relationship management system (Salesforce.com). Initial exam preparation and training hours for Certified Associate Project Manager CAPM, Certified Service/Support Manager CSSM, and Project Management Professional PMP. CNET 119 is part of the Business Technology: Help Desk/Tech Support, Enterprise Networking, and CompTechS programs. Most students take CNET 119 as a stand-alone class. The teams will be formed the first evening. The options will be Team C will meet face-to-face or by web conference on Tuesday evenings. It will build an educational game that teaches Communications. This team will design support flow for Microsoft PowerPoint and provide first-level support on that product for the entire class. Team L will meet face-to-face or by web conference on Thursday evenings. It will build an educational game that teaches Leadership. This team will design support flow for Microsoft Project and provide first-level support on that product for the entire class. Team T will meet face-to-face or by web conference on Wednesday evenings. It will build an educational game that teaches Teamwork. This team will design support flow for Salesforce.com and provide first-level support on that product for the entire class. If none of the above times work for some participants, there will be a fourth team that builds an educational game that teaches Innovation and support CCCConfer. This team will meet at a mutually acceptable time perhaps before the Monday classes or on weekends. Course Description: Ignore the course name (Customer Service Skills) shown in the catalog and on the Foothill web site. The new name of this course is Business Skills for Service/Support and Project Management. It is not restricted to Information Technology or other technical fields. Both service/support and project management require teamwork, leadership, interpersonal communications, intercultural understanding, planning, scheduling, budgeting, supervision, stress management, time management, and problem solving. Services are now 80% of the US economy. Project Management Professional (PMP) Certification is requested or required by thousands of jobs. Certified Associate Project Manager (CAPM) Certification is a great way to break into this popular discipline. Comments from graduates: "This class is directly related to what employers are seeking." "This class provides the lasting skills; technology skills become obsolete quickly." "CNET119 has helped me understand executives and managers." Course Objective: Learn the business, services, project, and interpersonal skills demanded by today's working environment. Gain communication and leadership skills including executive dashboards, PowerPoint presentations, and active listening. Learn to design, deliver, and manage service and support. Learn project skills including work breakdown structure, dependencies, scheduling, critical path, slack/float, and risk management. Learn teamwork and work in remote teams, another critical 21st century business skill. 12 Week Schedule * Teamwork * Service/Support Introduction * Project Management Introduction * Communication Skills * Leadership * Services Industry and Services Organizations * Problem-Solving, Troubleshooting, Services Engineering * PMBOK chapters 1-5 including WBS * PMBOK chapters 6-10 including Scheduling * PMBOK chapters 11-12; PMI Ethics; Getting Certified * Final team presentations * Final Exam * Optional timed CAPM and PMP practice tests available in July (after the class has ended) How to Register for CNET 119: 1. Apply for admission to Foothill College at http://www.foothill.edu/reg/index.php (It is easy! -- no transcripts required.)  You will obtain a student ID and PIN to use for web or phone registration. 2. Add this class to your schedule. The call number is 2025 (Ignore the Customer Service class title; it is out of date.) 3. Pay the fees within 5 days. 4. Show up for class at 6pm Monday April 6 in room 4118 at Foothill College in Los Altos.