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Introduction to Service Innovation and Management
  • Level Foundation
  • المدة 16 ساعات hours
  • الطبع بواسطة Northeastern University
  • Offered by

عن

This course is best suited for individuals currently in the healthcare sector, as a provider, payer, or administrator. Individuals pursuing a career change to the healthcare sector may also be interested in this course. In this course, you will learn about the importance of successful execution and management of service innovation. The course focuses on the internal management of business processes necessary to deliver improved services to customers and patients, increased profitability, and build long-term customer loyalty and engagement. You will experience elements that are critical for the effective execution, implementation, and evaluation of the various strategic aspects of achieving organizational goals, with an emphasis on the initiatives and key organizational change elements. Through guided project work, you will have an opportunity to apply these concepts to services and internal business processes at your own organizations. Additionally, the course has been designed to help you become familiar with a framework of service and process redesign. 

الوحدات

Getting Started

    • 2 Videos
    • 5 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Meet Your Fellow Learners

2 Videos

  • Course Introduction
  • Meet Your Faculty: George Moran

5 Readings

  • Course Overview
  • Syllabus - Introduction to Service Innovation and Management
  • Providing Mayo Clinic Insights: Adam Thompson
  • Academic Integrity
  • Process Improvement Project

Module 1 Overview - The Healthcare Ecosystem

    • 2 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Question to Consider

2 Videos

  • Module Introduction
  • Challenges Facing the Healthcare Ecosystem

1 Readings

  • The Healthcare Ecosystem

Lesson 1: Process Improvement

    • 1 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Process Improvement Video

2 Readings

  • Process Improvement
  • Lesson Resource

Lesson 2: Consumer Adaptability

    • 1 Videos
    • 1 Readings
Show info about module content

1 Videos

  • Consumer Adaptability Video

1 Readings

  • Consumer Adaptability

Lesson 3: Change Management

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Change Management

1 Readings

  • Managing the Human Element of Innovation

Mayo Clinic Spotlight

    • 1 Videos
Show info about module content

1 Videos

  • Change Management at Mayo Clinic

Lesson 4: Adaptability to Organizational Considerations

    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Readings

  • Adaptability to Organizational Considerations

Lesson 5: Introduction to Job Theory

    • 2 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

2 Videos

  • Introduction to Job Theory
  • Jobs Theory and Patient Care

Process Improvement Project

    • 1 Readings
    • 1 Discussion
Show info about module content

1 Discussions

  • Milestone #1: Specify the Context

1 Readings

  • Milestone #2: Selection of an Operational Process Preview

Module 1 Assessment

    • 1 Assignment
Show info about module content

1 Assignment

  • Module 1 Quiz

Honors Lesson: Healthcare Ecosystem Implications

    • 1 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Honors Quiz

1 Videos

  • Ecosystem Implications Video

2 Readings

  • Factors Driving the Rise in Healthcare Costs
  • Lesson Resources

Module 2 Overview- Organizational Culture

    • 1 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Questions to Consider

1 Videos

  • Module Introduction

Lesson 1: Defining the Culture of an Organization

    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Readings

  • Defining the Culture of an Organization

Lesson 2: People, Processes, and Technology

    • 1 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • People, Processes, and Technology

Lesson 3: The Four Elements of Service Integration

    • 1 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • The Four Elements of Service Integration Video

Lesson 4: The Patient Analytics Platform

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • The Patient Analytics Platform Video

1 Readings

  • The Patient Analytics Platform

Lesson 5: Organizational Considerations

    • 1 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Organizational Considerations

Lesson 6: Employee Considerations in Process Improvement

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Employee Considerations in Process Improvement

1 Readings

  • Leadership and Balancing Change

Lesson 7: The Importance of Commitment

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • The Importance of Commitment Video

1 Readings

  • The Importance of Commitment

Process Improvement Project

    • 1 Readings
    • 1 PeerReview
Show info about module content

1 Peer Review

  • Milestone #2: Selection of Operational Process

1 Readings

  • Milestone #3: Process Improvement Planning Preview

Module 2 Assessment

    • 1 Assignment
Show info about module content

1 Assignment

  • Module 2 Quiz

Module 2 Honors Lesson: Strategy Improvement - Healthcare in the Home

    • 1 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Honors Quiz

1 Videos

  • Strategy Improvement: Healthcare in the Home Video

2 Readings

  • Strategy Improvement: Healthcare in the Home
  • Lesson Resources

Module 3 Overview

    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Question to Consider

1 Readings

  • Module Introduction

Lesson 1: Design of Processes and Elimination of Redundancies

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Organizational Change Video

1 Readings

  • Design of Processes and Elimination of Redundancies

Lesson 2: Approaches to Process Improvement Methods

    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

2 Readings

  • Approaches to Process Improvement Methods
  • Different Approaches to Process Improvement

Lesson 3: Process Mapping

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Process Mapping Video

1 Readings

  • Process Mapping

Lesson 4: Decision Making and Process Improvement

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Decision Making and Process Improvement Video

1 Readings

  • Decision Making and Process Improvement

Process Improvement Project

    • 1 PeerReview
Show info about module content

1 Peer Review

  • Milestone #3: Process Improvement Planning

Module 3 Assessment

    • 1 Assignment
Show info about module content

1 Assignment

  • Module Quiz

Honors Lesson: Exploring More on Approaches to Process Change Planning

    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Honors Quiz

2 Readings

  • Case Studies in Process Design
  • Exploring Approaches to Process Redesign

Module 4 Introduction

    • 1 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Question to Consider

1 Videos

  • Module Introduction

Lesson 1: Measurement and Evaluation of Change Processes

    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

2 Readings

  • Measurement and Evaluation of Change Processes
  • Lesson Resource

Lesson 2: The 5 C's

    • 1 Videos
    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • The 5 C's

1 Readings

  • Approaches to Incorporating the 5 C’s

Lesson 3: The Value of Analytics

    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Readings

  • The Value of Analytics

Lesson 4: Active and Passive Data

    • 1 Videos
    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

1 Videos

  • Analytics and Evaluation

2 Readings

  • Active and Passive Data
  • Digging Deeper into Understanding Data Sources

Process Improvement Project

    • 1 Discussion
Show info about module content

1 Discussions

  • Milestone #4: Managing Process Change with Sound Analytics

Module 4 Assessment

    • 1 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Module Quiz

1 Readings

  • Congratulations

Diving Deeper into Understanding Analytics in Decision-Making

    • 1 Readings
    • 1 Discussion
    • 1 Assignment
Show info about module content

1 Assignment

  • Honors Quiz

1 Discussions

  • Process Innovation Plan Final Presentation

1 Readings

  • Lesson Resources

Auto Summary

Unlock the potential for innovation in healthcare with the "Introduction to Service Innovation and Management" course. Designed for current healthcare professionals and those aspiring to enter the field, this foundational program delves into the critical aspects of executing and managing service innovation within healthcare settings. Guided by industry experts from Coursera, you'll explore how to enhance internal business processes to deliver superior services, boost profitability, and foster long-term customer loyalty. Key topics include strategic implementation, effective evaluation of organizational goals, and essential elements of organizational change. Hands-on project work will allow you to apply these concepts directly to your organization, ensuring practical, real-world application. Additionally, you'll gain familiarity with a comprehensive framework for service and process redesign. With a duration of 960 minutes, this course offers flexible learning through Starter and Professional subscription options. Join us to elevate your expertise and drive impactful changes in healthcare service management.

George “Russ” Moran
Instructor

George “Russ” Moran