Introduction to Service Innovation and Management from Coursera

What's inside

Syllabus

The Healthcare Ecosystem

This module begins with an overview of the course and the process improvement project. Next, you will learn about the new processes and technologies that healthcare innovation can bring to improve the customer experience. You will explore healthcare ecosystems and the challenges that healthcare organizations face. You will then begin work on your process improvement plan by laying the foundation and specifying the context in which your process occurs. You will begin researching and exploring organizational processes that could benefit from process improvement and how to begin planning for those process improvements.

Organizational Culture

The exact definition of organizational culture is debated: Is it the patterns of behavior of employees? The language and jargon used? The types of communications, actions, beliefs, values, and traditions of the organization? Organizational culture is all of these things, as well as how these things interact and combine to determine the degree to which staff, customers, and stakeholders identify with the organization. In healthcare organizations, the patient population drives much of the organization’s culture and success. Understanding (ideally informed by data analytics) the culture is critical to understand when considering implementing a new change or process inside that organization. This module will describe the extent to which the organizational culture represents the foundation on which excellence customer service is built and can be improved upon. Additionally, you will begin to expand on your process improvement plan by identifying the the operational process that you would like to improve or redesign throughout this course.

Planning for Process Improvement

In process improvement, the term "operational management" is used to describe the planning, design, implementation, and continuous monitoring of the provision of services. Operations managers in healthcare, like in every industry, have responsibilities in both strategy and day-to-day operations to ensure that the services provided are well managed so that the organization remains competitive. Processes must be well-designed, aligned, and optimized to better support the patient journey. In this module, you will review the early stages of process development while focusing on approaches to planning for process change. Next, you will engage in process mapping and identify the redundancies, workflows, handoffs, and subsystems involved in processes. You will create a model design, and plan out the initial deployments of improvements.

Measurement and Evaluation

In this module, you will continue to develop your process improvement plan but integrating a strategy for data collection and analysis to support your decision-making. You will explore the role data plays in decision making and how to articulate your organization’s plan for process development. You will identify different criteria for active and passive data and how you can apply different data metrics to process improvement.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Emphasizes healthcare process improvements, making it suitable for healthcare professionals seeking to enhance service delivery

Focuses on internal management and business processes, making it valuable for healthcare administrators and providers

Provides opportunities to apply concepts to real-world situations through project work

Introduces a framework for service and process redesign, enhancing the learners' knowledge base

Requires a strong understanding of healthcare ecosystems and processes, which could be a barrier for some learners

The course materials may not be suitable for beginners in healthcare

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Introduction to Service Innovation and Management with these activities:

Review Data Analysis Techniques

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Sharpen your data analysis skills to ensure you are well-equipped to handle data-driven decision-making in healthcare.

Browse courses on Data Analysis

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Review your notes or past coursework on data analysis techniques
Complete practice problems on data analysis
Attend a webinar or workshop on data analysis

Review Healthcare Process Management

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Refresh your understanding of healthcare process management to ensure your knowledge is up to date and you are ready to delve into advanced concepts.

Browse courses on Process Management

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Review notes or past coursework on healthcare process management
Complete practice questions on healthcare process management
Attend a webinar or workshop on healthcare process management

Learn about Service Innovation

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Expand your knowledge of service innovation by seeking out and following tutorials that are specifically tailored to the healthcare sector.

Browse courses on Service Innovation

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Search for online tutorials on service innovation in healthcare
Follow one or more tutorials to learn about the latest trends and best practices
Apply what you have learned to your own work

Five other activities

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Practice Creating Process Maps

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Reinforce your understanding of process mapping by completing repetitive exercises that test your skills.

Browse courses on Process Mapping

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Use a process mapping tool to create a map of a simple process
Share your map with a peer and get feedback
Create a process map for a more complex process

Develop a Plan for Process Improvement

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Test your understanding by developing a plan for process improvement in your organization. Work with your team to identify an area for improvement and develop a plan to implement changes.

Browse courses on Process Improvement

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Identify an area in your organization that could benefit from process improvement
Gather data on the current process
Develop a plan for improving the process
Implement the plan and monitor the results

Create a Presentation on a Healthcare Innovation

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Demonstrate your understanding and creativity by creating a presentation that showcases a healthcare innovation of your choice.

Browse courses on Healthcare Innovation

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Research a healthcare innovation that interests you
Develop a presentation outline
Create your presentation slides
Practice your presentation
Deliver your presentation to your peers

Discuss Case Studies with Peers

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Engage with your fellow learners and discuss real-world case studies to apply the concepts you learn in the course.

Browse courses on Case Studies

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Find a peer group to join
Select a case study to discuss
Prepare for the discussion by reading the case study and doing some research
Participate in the discussion and share your insights

Volunteer at a Healthcare Organization

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Apply your knowledge and gain practical experience by volunteering in a healthcare setting.

Browse courses on Healthcare

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Identify a healthcare organization where you can volunteer
Apply for a volunteer position
Complete the required training
Start volunteering and contribute to your community

Career center

Learners who complete Introduction to Service Innovation and Management will develop knowledge and skills that may be useful to these careers:

Healthcare Manager

Healthcare Managers provide leadership to healthcare teams and oversee the daily operations of healthcare facilities. This course will help those pursuing healthcare management careers to better understand the execution and management of service innovations in healthcare delivery. The course's focus on internal management of business processes necessary to deliver improved services to customers and patients will be especially valuable.

See salaries and explore the career path for Healthcare Manager

Healthcare Analyst

A Healthcare Analyst examines the efficiency and productivity of healthcare delivery systems, leveraging both operational and financial data to improve patient outcomes and reduce costs. Those that work in healthcare administration will find this course to help build a foundation in healthcare delivery models and process improvement. The course's emphasis on identifying and measuring process improvements through data analytics will be especially beneficial for those seeking a career in healthcare analytics.

See salaries and explore the career path for Healthcare Analyst

Healthcare Technology Manager

Healthcare Technology Managers oversee the planning, implementation, and maintenance of healthcare information systems. This course will provide those interested in this field with a foundation in the management of service innovation in healthcare. The course's focus on the effective execution, implementation, and evaluation of the various strategic aspects of achieving organizational goals will be particularly relevant.

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Healthcare Administrator

Healthcare Administrators plan, direct, and coordinate the delivery of healthcare services in a variety of settings. This course will help those pursuing healthcare administration careers to better understand the execution and management of service innovations in healthcare delivery. The course's focus on internal management of business processes necessary to deliver improved services to customers and patients will be especially valuable.

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Healthcare Operations Manager

Healthcare Operations Managers oversee the day-to-day operations of healthcare facilities. This course will help those pursuing healthcare operations management careers to better understand the execution and management of service innovations in healthcare delivery. The course's focus on the internal management of business processes necessary to deliver improved services to customers and patients will be especially valuable.

See salaries and explore the career path for Healthcare Operations Manager

Medical Assistant

Medical Assistants perform administrative and clinical tasks in healthcare settings under the supervision of a healthcare professional. This course will help those pursuing a career as a Medical Assistant to better understand the importance of successful execution and management of service innovation in healthcare delivery. The course's focus on increased profitability and building long-term customer loyalty and engagement will be especially beneficial.

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Quality Improvement Manager

Quality Improvement Managers develop and implement programs to improve the quality of healthcare services. This course will provide those interested in a career as a Quality Improvement Manager with a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on increased profitability and building long-term customer loyalty and engagement will be especially valuable.

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Healthcare Consultant

Healthcare Consultants provide expert advice and guidance to healthcare organizations on a variety of topics, including process improvement, operational efficiency, and strategic planning. This course will provide those pursuing a career as a Healthcare Consultant with a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on the effective execution, implementation, and evaluation of the various strategic aspects of achieving organizational goals will be particularly valuable.

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Data Analyst

Data Analysts collect, analyze, and interpret data to help organizations make informed decisions. Those that work in healthcare will find this course to help build a foundation in healthcare delivery models and process improvement. The course's emphasis on data analytics and measurement and evaluation will be especially beneficial for those seeking a career in healthcare data analytics.

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Project Manager

Project Managers plan, execute, and close out projects. This course will provide those interested in a career as a Project Manager with a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on the effective execution, implementation, and evaluation of the various strategic aspects of achieving organizational goals will be particularly valuable for those managing projects in healthcare settings.

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Pharmacy Technician

Pharmacy Technicians assist pharmacists in dispensing medications and providing patient care in pharmacies. This course may be useful for those interested in a career as a Pharmacy Technician by providing a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on increased profitability and building long-term customer loyalty and engagement may be especially relevant to those working in community pharmacies.

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Radiologic Technologist

Radiologic Technologists take X-rays and other medical images for diagnostic purposes. This course may be useful for those interested in a career as a Radiologic Technologist by providing a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on internal management of business processes necessary to deliver improved services to customers and patients will be especially valuable.

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Medical Records Technician

Medical Records Technicians manage and maintain patient medical records. This course may be useful for those interested in a career as a Medical Records Technician by providing a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on internal management of business processes necessary to deliver improved services to customers and patients will be especially relevant.

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Health Policy Analyst

Health Policy Analysts research and analyze health policies, programs, and regulations. This course may be useful for those interested in a career as a Health Policy Analyst by providing a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on the healthcare ecosystem and organizational culture may be especially relevant to those working on policies that impact healthcare delivery systems.

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Phlebotomist

Phlebotomists draw blood from patients for testing. This course may be useful for those interested in a career as a Phlebotomist by providing a foundation in the execution and management of service innovation in healthcare delivery. The course's focus on increased profitability and building long-term customer loyalty and engagement may be especially relevant to those working in outpatient settings.

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