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Engaging in Service Innovation and Management
  • Level Foundation
  • Duration 18 hours
  • Course by Northeastern University
  • Offered by

About

This course is the continuation of "Introduction to Service Innovation and Management". If you have not yet taken "Introduction to Service Innovation and Management", it is recommended that you complete that course prior to this course. The foundational knowledge and project plan from the introduction are carried through in this deeper dive into service innovation and management. This course will give you tools to examine initial plans for healthcare service/process redesign. You will be exposed to important topics such as defining and evaluating processes, planning for organizational change, team management, the role of culture in maintaining and supporting new processes, the management of stakeholders, both internal and external, and the role of leadership at all levels of the organization. You will learn about best practices in examining strategies based on different organizational models, continuous process improvements, resistance, employee empowerment, and the role of leadership in managing operations. Through the project work you will have the opportunity to apply these concepts to services and internal business processes at your own organizations.

Modules

Course Introduction

    • 5 Readings
    • 2 Discussion
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2 Discussions

  • Meet Your Fellow Learners
  • Peer to Peer Course Discussion

5 Readings

  • Course Overview
  • Meet Your Faculty: Russ Moran
  • Providing Mayo Clinic Insights: Adam Thompson
  • Syllabus- Engaging in Service Innovation and Management
  • Academic Integrity

Module 1 Overview

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

1 Assignment

  • Questions to Consider

1 Discussions

  • Efficiency and Service

1 Videos

  • Module Introduction

Lesson 1: Designing a New Process and VSM

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Designing a New Process

1 Readings

  • Lesson Resource

Lesson 2: Introduction to Consumerism

    • 1 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • Consumerism

1 Readings

  • Drivers of Consumerism in Healthcare

Lesson 3: Balancing Efficiency and Effectiveness

    • 1 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • The Balance Between Efficiency vs. Effectiveness

1 Readings

  • Efficiency and Effectiveness in Process Redesign

Lesson 4: The CQO Process

    • 1 Videos
    • 2 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • The Process of CQO

2 Readings

  • The CQO Process
  • Lesson Resources

Lesson 5: Organizational Resiliency

    • 1 Videos
    • 2 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • Organizational Resiliency Video

2 Readings

  • Organizational Resiliency
  • Planning for Organizational Stressors in Healthcare

Lesson 6: The Four Pillars for the Future

    • 1 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • 4 Pillars for the Future Video

1 Readings

  • The Four Pillars for the Future

Lesson 7: Resilient Characteristics of Leaders

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Resilient Characteristics Video

2 Readings

  • Resilient Characteristics of Leaders
  • Adaptability and Trust 

Module 1 Assessment and Wrap-Up

    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Module 1 Quiz

1 Readings

  • Summary

Module 1 Honors: Readings on Resiliency and the Future of Healthcare

    • 2 Readings
    • 1 Assignment
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1 Assignment

  • Resilience and the Future of Healthcare

2 Readings

  • Resilience During Times of Crisis
  • The Future of Public Health

Module 2 Overview

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

1 Assignment

  • Questions to Consider

1 Videos

  • Module Introduction

1 Readings

  • Dependent Events Preview

Lesson 1: The Role of Process Evaluation & Organizational Implication

    • 1 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • Process Evaluation Measures

1 Readings

  • Lesson Resources

Lesson 2: Dependent Events, Data & Operational Changes for Effective Outreach

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • The Theory of Constraints

2 Readings

  • Data and Operational Changes for Effective Outreach
  • Social Determinants of Data

Lesson 3: Treatment and Care Delivery to Disparate Populations

    • 2 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

2 Readings

  • Treatment and Care Delivery to Disparate Populations
  • Lesson Resources

Mayo Clinic Spotlight

    • 1 Videos
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1 Videos

  • Mayo Clinic's Approach to Disparate Populations

Lesson 4: Unintended Consequences

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Unintended Consequences

1 Readings

  • Lesson Resources

Lesson 5: The Matrix Organization

    • 1 Videos
    • 2 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • The Matrix Organization Video

2 Readings

  • The Matrix Organizational Structure
  • Reflection Question

Lesson 6: Risks & Opportunities with the Matrix Organizational Structure

    • 1 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • Understanding the Risk of Analytics Video

1 Readings

  • Risks & Opportunities with the Matrix Organizational Structure

Module 2 Assessment and Wrap-Up

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

1 Assignment

  • Module 2 Quiz

1 Peer Review

  • Dependent Events

1 Readings

  • Summary

Module 2 Honors: Digging in to Dependent Events and Statistical Fluctuations

    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Dependencies and Fluctuations

2 Readings

  • Dependent Events and Statistical Fluctuations
  • Deep Dive into Theory of Constraints

Module 3 Overview

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

1 Assignment

  • Questions to Consider

1 Videos

  • Module Introduction

1 Readings

  • Identifying and Leading Your Team Preview

Lesson 1: Organizational Adaptability

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Organizational Adaptability

1 Readings

  • Lesson Resources

Lesson 2: Care Teams: The Importance of Decision Making

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • The Decision-Making Leadership Context Video

3 Readings

  • Care Teams: The Importance of Decision Making
  • Five Main Sources of Bias on Decision-Making Teams
  • Lesson Resource

Lesson 3: Care Teams: Building a Successful Team

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Building a Team Video

3 Readings

  • Care Teams: Building a Successful Team
  • Incorporating Caregivers as Care Team Members
  • Lesson Resources

Lesson 4: The Clinician’s Role in Healthcare Delivery

    • 1 Videos
    • 3 Readings
    • 1 Assignment
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1 Assignment

  • Check Your Knowledge

1 Videos

  • Clinical Role in Healthcare Delivery Video

3 Readings

  • The Clinician’s Role in Healthcare Delivery
  • Change Process & Patient-Clinician Relationships
  • Lesson Resources

Lesson 5: The Role of Trust in Teams

    • 1 Videos
    • 2 Readings
    • 1 Quiz
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1 Videos

  • The Role of Trust

2 Readings

  • Key Ingredients to Fostering Trust
  • Lesson Resources

1 Quiz

  • Check Your Knowledge

Lesson 6: Elements for Effective Teams

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Elements for Effective Teams

2 Readings

  • Drivers of Effective Teams
  • Characteristics of Resilient Teams

Lesson 7: The Teal Organization

    • 2 Readings
    • 1 Assignment
Show info about module content

1 Assignment

  • Check Your Knowledge

2 Readings

  • The Teal Organization
  • Lesson Resources

Module 3 Assessment and Wrap-Up

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

1 Assignment

  • Module 3 Quiz

1 Discussions

  • Identifying and Leading Your Team

1 Readings

  • Summary

Module 4 Overview

    • 1 Videos
    • 1 Assignment
Show info about module content

1 Assignment

  • Questions to Consider

1 Videos

  • Module Introduction

Lesson 1: Three Models of Organizational Archetypes

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Three Models of Organizational Archetypes Video

2 Readings

  • Three Models of Organizational Archetypes
  • Lesson Resource

Lesson 2: Future Trends and Considerations

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Future Trends and Considerations

1 Readings

  • Lesson Resources

Lesson 3: Digital Technology in Healthcare’s Future

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Digital Technology in Healthcare’s Future Video

3 Readings

  • Digital Technology in Healthcare’s Future
  • The Role of Digital Technology in Healthcare
  • Lesson Resource

Lesson 4: Leadership Attributes

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • Leadership Attributes Video

3 Readings

  • Leadership Attributes
  • Lesson Resources
  • Obstacles in Healthcare Leadership

Module 4 Assessment and Wrap-Up

    • 1 Discussion
    • 1 Assignment
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1 Assignment

  • Module 4 Quiz

1 Discussions

  • Reflections on Leadership

Course Summary and Wrap-Up

    • 1 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • End of Course Assessment

1 Videos

  • Course Wrap-Up

1 Readings

  • Congratulations

Module 4 Honors: The Future is Who You Hire

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

1 Assignment

  • Check Your Knowledge

1 Videos

  • The Future is Who You Hire

1 Readings

  • Healthcare Workforce Demands

Auto Summary

"Engaging in Service Innovation and Management" is a comprehensive course offered by Coursera in the Business & Management domain. Building on the foundational knowledge from "Introduction to Service Innovation and Management," this course delves into healthcare service redesign, organizational change, team management, and leadership. Over 1080 minutes, learners will explore best practices, continuous improvements, and stakeholder management. Ideal for those looking to enhance their skills in service innovation, the course is available through Starter and Professional subscriptions.

George “Russ” Moran
Instructor

George “Russ” Moran