Operations and Process Management from Coursera

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Syllabus

Module 1: Performance Improvement Methodology

Welcome to Operations and Process Management! The course focuses on teaching students how to successfully analyze a business process, research methods of improving a process, and adapt/integrate the improvement methods into the business process in a prioritized and actionable manner. The goal of the course is to expose students to a universal set of business processes and provide them with a formal approach to improving and monitoring the health of those processes. Module 1 presents an overview of a six-step process improvement methodology. Lesson one will review the overall model and focus on defining the problem. Lesson two is a detailed discussion of the As Is and Should Be processes to help understand the current and desired states. Lesson three is understanding how to prioritize gaps, create business-ready action plans and use key performance indicators to measure and monitor changes.

Module 2: Continuous Improvement Movements, Continuous Improvement Tools

This module will compare and contrast quality models. It will also discuss the use of qualitative and quantitative tools to analyze the As Is process. Lesson one will review Six Sigma, ISO and Baldridge models to understand quality, policies and procedures and process excellence frameworks. Lessons two and three will review reengineering tools like Affinity Diagrams, Pareto Charts, Cause and Effect Diagrams, and Control Charts. These tools are mutually exclusive and collectively exhaustive to help diagnose the current state of a process.

Module 3: Process Mapping, Historical Data and Performance Measures

This module discusses that process mapping is not a flow chart but rather the inputs, activities and outputs that create a process. During this module we also cover the use of historic data to understand the As Is environment better and how to leverage performance measures to monitor changes once made. Lesson one is dedicated to process mapping and covers keys to effective interviewing as it is central to mapping a process. Lesson two reviews a model to collect and use historic data. The third lesson presents an approach to creating performance measures and effectively using them.

Module 4: Risk Management and Project Management

This module will review why it is important to balance operational efficiency with business risk. It will also discuss how operations management are a series of projects that must be managed. In Lesson one risk management is covered and reviews the adverse impacts risk can have on business processes. In the Lesson two project management practices are reviewed and attributes of the ideal project manager is revealed. Lesson three is a case from the finance and accounting function going through the full process methodology to see it work in action.

Module 5: Excellence in Business Processes

This module uncovers leading operational process audit techniques used by real-world practitioners. The first lesson is a review of multiple topics like customer orientation, business requirements, cost management and a focus on simplicity. The second lesson is a fun review of the prior lessons' concepts in the form of an engaging game. The third lesson is another detailed case study, this time from the marketing function, that will review the process methodology in detail via a real-world example.

Module 6: Action Plans and Change Management

This module is about action plans and change management. In the first lesson action plans are explored. These plans are not only mini project plans but a business case to turn an idea into an action. The second lesson covers change management and that is understanding the human side of improvements. It covers practices to prevent creating a toxic culture that can sometimes envelop operational changes. The third lesson is an exercise along with a detailed case using the HR function as a way to further illustrate class concepts in real-world scenarios.

Module 7: Quantifying Process Improvements

This module is about quantifying the business impact and financial value of operational changes. The first lesson is defining value and presenting the ROI Process model to quantify value. The second lesson provides an in-depth case example of the ROI Process in action. It will go through mechanical computations to estimate, isolate and adjust numbers to create an ROI. The third lesson is exercises you will work on to ensure you fully understand how to use the ROI Process model.

Module 8: Technology Insights and Course Wrap Up

This module begins with a discussion of operations trends including resiliency, agility and sustainability. As the module progresses to the second lesson more details are reviewed around emerging technologies and how these can be excellent enablers for operational and process changes. Technologies like AI, IoT, Blockchain, Digitization, and Robotics will be covered. The final module is a review of major teachable moments from our course recapping the model, change management, action plans, Risk, ROI, project management and other concepts.

Summative Course Assessment

This module contains the summative course assessment that has been designed to evaluate your understanding of the course material and assess your ability to apply the knowledge you have acquired throughout the course.

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Know what's good

, what to watch for

, and possible dealbreakers

Utilizes specific methodologies like Six Sigma, ISO, and Baldrige models

Teaches students the importance of balancing operational efficiency with business risk

Uses real-world examples to support the learning process

Suitable for beginners and students looking to strengthen their foundation in operations and process management

Led by industry professionals with extensive experience in operations and process management

Provides a comprehensive overview of process mapping, historical data analysis, and performance measurement

Career center

Learners who complete Operations and Process Management will develop knowledge and skills that may be useful to these careers:

Process Engineer

Process Engineers design, improve, and optimize processes to enhance efficiency and productivity. This course offers a systematic approach to process improvement, including risk management and project management. Graduates gain the knowledge and skills to identify inefficiencies, develop solutions, and implement process changes that drive business value.

See salaries and explore the career path for Process Engineer

Business Analyst

Business Analysts identify and solve business problems by analyzing processes and recommending improvements. This course provides a comprehensive understanding of process mapping, historical data analysis, and performance measures, which are crucial skills for Business Analysts. Graduates can leverage these concepts to gather insights, develop solutions, and drive process enhancements.

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Operations Manager

An Operations Manager oversees business processes and implements strategies to improve efficiency and productivity. This course provides foundational knowledge in process improvement methodologies, continuous improvement tools, and risk management, which are essential for success in this role. By understanding how to analyze and optimize processes, graduates can effectively manage operations, drive innovation, and achieve organizational goals.

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Continuous Improvement Manager

Continuous Improvement Managers lead and facilitate initiatives to improve business processes and drive organizational performance. This course provides a comprehensive understanding of continuous improvement methodologies, tools, and techniques. Graduates gain the skills to identify opportunities for improvement, develop and implement solutions, and monitor progress to sustain operational excellence.

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Quality Manager

Quality Managers ensure that products and services meet quality standards and customer expectations. This course provides a foundation in quality models, continuous improvement tools, and performance measures. Graduates develop the skills to assess process performance, identify areas for improvement, and implement quality control measures to enhance customer satisfaction and business outcomes.

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Operations Research Analyst

Operations Research Analysts use mathematical and analytical methods to improve decision-making and optimize business processes. This course provides a foundation in process mapping, data analysis, and performance measures. Graduates develop the skills to analyze data, identify patterns, and develop evidence-based recommendations to enhance operational performance.

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Project Manager

Project Managers plan, execute, and control projects to achieve specific goals and deliverable. This course offers a foundation in project management practices, including risk management and action plan development. Graduates develop the skills to manage project timelines, budgets, and resources effectively, ensuring successful project outcomes.

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Lean Six Sigma Specialist

Lean Six Sigma Specialists use a structured approach to identify and eliminate waste and improve processes. This course provides a foundation in Lean Six Sigma principles, tools, and techniques. Graduates develop the skills to lead improvement projects, reduce defects, and enhance operational efficiency.

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Supply Chain Manager

Supply Chain Managers oversee the flow of goods and services from suppliers to customers. This course provides insights into process improvement methodologies, risk management, and performance measures. Graduates gain the knowledge to optimize supply chain operations, reduce costs, and improve customer satisfaction.

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Process Automation Engineer

Process Automation Engineers design and implement automated systems to improve efficiency and reduce costs. This course provides insights into process analysis, risk management, and performance measures. Graduates gain the skills to identify automation opportunities, develop solutions, and ensure smooth implementation to enhance operational outcomes.

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Data Analyst

Data Analysts collect, analyze, and interpret data to provide insights and support decision-making. This course provides a foundation in data analysis techniques, performance measures, and risk management. Graduates develop the skills to extract meaningful insights from data, identify trends, and communicate findings to drive informed decision-making.

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Change Management Consultant

Change Management Consultants help organizations navigate and manage change effectively. This course offers insights into change management practices, risk mitigation, and action plan development. Graduates gain the skills to assess change impact, develop strategies, and facilitate smooth transitions to achieve desired outcomes.

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Management Consultant

Management Consultants advise businesses on various aspects of operations and strategy. This course offers a foundation in process improvement methodologies, risk management, and performance measures. Graduates gain the skills to analyze business processes, identify areas for improvement, and develop actionable recommendations to drive organizational success.

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Financial Analyst

Financial Analysts evaluate and make recommendations on investment opportunities. This course may be helpful in developing analytical and problem-solving skills. By understanding process improvement methodologies and risk management, graduates can enhance their ability to assess financial data, identify trends, and make informed investment decisions.

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Software Engineer

Software Engineers design, develop, and maintain software systems. This course may be helpful in developing problem-solving and analytical skills. By understanding process improvement methodologies and risk management, graduates can improve their ability to design efficient software solutions, identify potential risks, and ensure software quality.

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