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Introduction to Service Innovation and Management

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George “Russ” Moran

George “Russ” Moran

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.

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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.

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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.

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Traffic lights

Read about what's good

what should give you pause

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

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Reviews summary

Healthcare service innovation and management foundations

According to learners, this course offers a comprehensive introduction to service innovation and management specifically within the healthcare sector. Students appreciate its focus on internal business process improvement and the opportunity for guided project work to apply concepts to their own organizations. The curriculum effectively covers the healthcare ecosystem, organizational culture, and provides a structured framework for process planning and redesign. While designed for healthcare professionals and aspiring administrators, it provides valuable insights into strategic execution and data-driven evaluation, fostering long-term customer engagement and profitability.

Highlights the crucial role of data in decision-making.

"Understanding how to integrate data collection and analysis into my improvement plan was very helpful."

"I learned different criteria for data and how to apply metrics for service improvement."

"The emphasis on using data to support strategic decisions is a key takeaway."

Provides a clear methodology for process redesign.

"The systematic approach to process mapping helped clarify complex workflows."

"I gained a solid understanding of planning and implementing process changes effectively."

"The course outlines critical steps for achieving organizational goals through innovation."

Highly relevant for professionals in the healthcare industry.

"As a healthcare professional, the course content was directly applicable to my field."

"The focus on the healthcare ecosystem and its challenges is invaluable for practitioners."

"I would recommend this to anyone in healthcare aiming to improve service delivery."

May lean theoretical; some desire more hands-on tools.

"While comprehensive, I wish there were more direct examples or templates for immediate use."

"The concepts are strong, but more tactical, real-world case studies would enhance application."

"I felt the course provided a strong theoretical foundation, but could benefit from more practical tools."

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

Show steps

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

Browse courses on Data Analysis

Show steps

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

Show steps

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

Show steps

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

Show steps

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

Show steps

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

Expand to see all activities and additional details

Show all eight activities

Practice Creating Process Maps

Show steps

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

Browse courses on Process Mapping

Show steps

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

Show steps

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

Show steps

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

Show steps

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

Browse courses on Healthcare Innovation

Show steps

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

Show steps

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

Show steps

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

Show steps

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

Browse courses on Healthcare

Show steps

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 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.

See salaries and explore the career path for Healthcare Technology 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 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 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.

See salaries and explore the career path for Healthcare Administrator

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.

See salaries and explore the career path for Medical Assistant

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.

See salaries and explore the career path for Data Analyst

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.

See salaries and explore the career path for Healthcare Consultant

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.

See salaries and explore the career path for Quality Improvement Manager

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.

See salaries and explore the career path for Pharmacy Technician

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.

See salaries and explore the career path for Project Manager

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.

See salaries and explore the career path for Radiologic Technologist

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.

See salaries and explore the career path for Health Policy Analyst

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.

See salaries and explore the career path for Medical Records Technician

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.

See salaries and explore the career path for Phlebotomist

Reading list

We've selected 11 books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Introduction to Service Innovation and Management.

Cover image

Cover image

The Innovator's Dilemma, with a New Foreword

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Explores the challenges that established companies face when trying to innovate and disrupt their own markets.

The Innovator's Dilemma, with a New Foreword: When...

The Innovator's Dilemma, with a New Foreword: When...

The Innovator's Dilemma, with a New Foreword: When...

Cover image

Cover image

Save

Provides a framework for developing and evaluating effective strategies for organizations.

The Crux: How Leaders Become Strategists

The Crux: How Leaders Become Strategists

Lean Startup: How Today's Entrepreneurs Use...

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Introduces the Lean Startup methodology, which emphasizes rapid iteration and testing of new ideas.

The Lean Startup: How Today's Entrepreneurs Use...

The Lean Startup: How Today's Entrepreneurs Use...

Cover image

Cover image

Strategy and Strategists

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Addresses the challenges of managing innovation in large organizations and provides a framework for fostering a culture of innovation.

Strategy and Strategists

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Cover image

The Innovator's DNA, Updated, with a New Preface

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Identifies five key skills that are essential for successful innovators.

The Innovator's DNA, Updated, with a New Preface:...

The Innovator's DNA, Updated, with a New Preface:...

Audible Audiobook

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Cover image

Humble Leadership, Second Edition

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Explores the role of organizational culture in shaping employee behavior and organizational performance.

Humble Leadership, Second Edition

Humble Leadership, Second Edition

Cover image

Cover image

Textbook of Global Health

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Provides a comprehensive overview of process engineering principles and techniques.

Textbook of Global Health

Textbook of Global Health

Cover image

Cover image

This Is Service Design Doing

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Provides a practical guide to using human-centered design principles to create innovative services.

This Is Service Design Doing: Applying Service...

This Is Service Design Methods: A Companion to This...

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Cover image

Strategic Management: Competitiveness and...

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Examines the challenges and opportunities of managing innovation in different organizational contexts.

Strategic Management: Competitiveness and...

Strategic Management : Competitiveness and...

Cover image

Cover image

Plastic Surger: 6 Volume Set - E-Book

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Provides practical advice on how to create a culture of innovation in organizations.

Plastic Surger: 6 Volume Set - E-Book

Plastic Surger: 6 Volume Set - E-Book

Cover image

Cover image

The Truth about Entrepreneurship

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Provides a concise overview of the key concepts and theories of innovation and entrepreneurship.

The Truth about Entrepreneurship

The Truth about Entrepreneurship

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Course image

Effort

16 hours to complete

Level

Introductory

Via

Coursera

Institution

Northeastern University

Instructor

George “Russ” Moran

Language

English

Transcript

tiếng Việt

Traffic lights

Read about what's good

what should give you pause

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

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