Engaging in Service Innovation and Management from Coursera

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.

What's inside

Syllabus

Defining Metrics for Service Innovation and Management Success

While developing plans for innovative healthcare services and processes, you'll find that true change can only take place when leaders are engaged and are able to define what success not only should look like but also how to measure that success. In this module, we will consider various aspects of measuring organizational change, from the role of consumers in measuring outcomes to the balance of efficiency and effectiveness in service. You will examine specific techniques, such as Value Stream Mapping, that inform the practical development and implementation of measurement in healthcare organizational design.

External Influences on the Healthcare Organization

The healthcare organization is routinely impacted by external factors such as governmental regulations, relationships with insurers and payers, and organizations throughout the wider community context. It is well-established that community and social factors such as financial status/stability, physical environment, education, and housing stability are powerful drivers of health status of patients even before they may seek medical care. This module will explore treatment and care delivery to disparate populations as it pertains to the design and evaluation of process improvement efforts, as well as other external factors that must be identified and accounted for in process improvement. Understanding and monitoring external factors will ensure that the healthcare organization remains competitive and is able to nimbly shift priorities as the external context evolves.

Importance of Teams in Process Change

In this module, we will examine the challenges in bringing about organizational change. Organizations are comprised of people, tools, and processes. Resistance to change existing processes and workflows in healthcare organization is a hurdle that leadership and management can address through effective communication, team building, and fostering a sense of trust and purpose. This module will explore those tactics, as well as provide insight and examples of challenges on the side of the patient or consumer receiving the healthcare services.

Leadership for Emerging Trends

As we near the end of this course, we will now look at the necessity of leadership throughout the change process. This is true regardless of the role the individual or the team members might have, especially as the future if healthcare delivery continues to change. We will explore three models of organizational archetypes of the future and review how future trends will impact leadership within healthcare organizations. With the increasing role of new technology and the role it will play, it is critical for organizations to adapt and change. In the future there will be certain obstacles and challenges leaders will face and need to overcome. These will require new roles, abilities, and attributes that successful leaders will need to have. Bottom line, leadership will play an important role in successful process innovations that can stand the test of time.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

In depth look at healthcare service and process redesign

Examines how initial plans for healthcare services are made and redesigned in processes

Teaches important foundational knowledge and skills healthcare professionals will need for future leadership roles, and in managing and planning organizational change

Provides an understanding of the importance of teams in process change

Taught by a seasoned professional with deep industry knowledge and expertise

Provides numerous opportunities to apply course concepts to real-world situations in the healthcare industry

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 Engaging in Service Innovation and Management with these activities:

Review research methods in healthcare

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Prepare yourself for success in this course by reviewing foundational concepts of the research process in healthcare.

Browse courses on Research

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Read a textbook chapter on research design.
Review a journal article that uses a research method you are unfamiliar with.

Learn about Value Stream Mapping

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Deepen your understanding of how to measure and improve healthcare processes by following a guided tutorial on Value Stream Mapping.

Browse courses on Value Stream Mapping

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Follow a tutorial on Value Stream Mapping.
Apply the Value Stream Mapping technique to a simple process.

Discuss external factors and healthcare organizational design

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Share and learn perspectives on how external factors shape healthcare organizational design by engaging in a peer discussion.

Browse courses on Community Health

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Form a study group with peers.
Prepare talking points on external factors and healthcare organizational design.
Facilitate a group discussion on the topic.

Four other activities

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Refine change management communication skills

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Enhance your ability to communicate effectively about change management by practicing with real-life scenarios.

Browse courses on Change Management

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Review case studies of successful and unsuccessful change management initiatives.
Practice delivering change management messages to different audiences.
Role-play change management conversations.

Develop a plan for implementing a new process in a healthcare organization

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Apply your knowledge of service innovation and management by creating a plan for implementing a new process in a healthcare organization.

Browse courses on Process Improvement

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Identify a specific healthcare organization and process to focus on.
Research best practices for implementing new processes in healthcare.
Develop a detailed plan for implementing the new process, including a timeline, budget, and evaluation metrics.
Present your plan to a peer or mentor for feedback.

Volunteer at a local healthcare organization

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Gain practical experience in a healthcare setting by volunteering at a local organization.

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Research local healthcare organizations that offer volunteer opportunities.
Contact the organization and inquire about volunteer positions.
Attend a volunteer orientation and training.
Participate in volunteer activities as assigned.

Identify a mentor in the field of service innovation and management

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Enhance your learning by seeking guidance from an experienced professional in the field.

Browse courses on Service Innovation

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Attend industry events and conferences.
Reach out to professionals on LinkedIn.
Ask for recommendations from colleagues or professors.

Career center

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

Healthcare Administrator

Healthcare Administration is a field that deals with the organization, financing, and delivery of healthcare services, and includes planning, budgeting, human resources management, quality improvement, and marketing. This course will help you to understand how to manage the planning for organizational change, team management, and the role of leadership at all levels of the organization, which will give you a leg up in your career as a Healthcare Administrator.

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Health Services Manager

Healthcare Service Managers plan, organize, direct, control, and evaluate healthcare delivery operations within healthcare facilities. This course will teach you about healthcare service redesign, organizational change, and team management, all of which are essential in becoming a successful Healthcare Service Manager. Furthermore, this course gives you tools such as Value Stream Mapping to help you with practical development and implementation of measurement in healthcare organizational design, which are crucial in this field.

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Operations Research Analyst

Operations Research Analysts use advanced analytical techniques to help organizations make better decisions. This course will give you an understanding of defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders. You will also learn about best practices in examining strategies based on different organizational models and the role of leadership in managing operations.

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Healthcare Consultant

Healthcare Consultants provide advice and assistance to healthcare organizations on a wide range of issues. They help organizations improve their operations, efficiency, and quality of care. This course will give you the foundation you need to become a successful Healthcare Consultant by teaching you about healthcare service redesign, organizational change, and team management. You will also learn about the role of culture in maintaining and supporting new processes and the management of stakeholders, both internal and external.

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Program Manager

Program Managers are responsible for planning, organizing, and implementing programs. They work with stakeholders to develop goals, objectives, and timelines, and they track progress and ensure that programs are meeting their objectives. This course will help you to develop the skills you need to be a successful Program Manager by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Quality Improvement Manager

Quality Improvement Managers are responsible for planning, organizing, and implementing quality improvement initiatives. They work with stakeholders to identify areas for improvement, develop and implement solutions, and track progress. This course will help you to develop the skills you need to be a successful Quality Improvement Manager by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Project Manager

Project Managers are responsible for planning, organizing, and executing projects. They work with stakeholders to define project goals, develop timelines, and manage resources. This course will help you to develop the skills you need to be a successful Project Manager by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Business Analyst

Business Analysts are responsible for analyzing business processes and identifying opportunities for improvement. They work with stakeholders to gather requirements, develop solutions, and implement changes. This course will help you to develop the skills you need to be a successful Business Analyst by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Data Analyst

Data Analysts are responsible for collecting, analyzing, and interpreting data to help organizations make better decisions. This course will give you an understanding of defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders. You will also learn about best practices in examining strategies based on different organizational models and the role of leadership in managing operations.

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Healthcare IT Manager

Healthcare IT Managers are responsible for planning, implementing, and managing healthcare information technology systems. They work with stakeholders to develop and implement strategies for using technology to improve the quality, efficiency, and safety of healthcare delivery. This course will help you to develop the skills you need to be a successful Healthcare IT Manager by teaching you about healthcare service redesign, organizational change, and team management. You will also learn about the role of culture in maintaining and supporting new processes and the management of stakeholders, both internal and external.

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Operations Manager

Operations Managers are responsible for planning, organizing, and directing the operations of an organization. They work with stakeholders to develop and implement strategies to achieve the organization's goals. This course will help you to develop the skills you need to be a successful Operations Manager by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Technical Writer

Technical Writers are responsible for creating and maintaining technical documentation. They work with stakeholders to gather information, develop content, and ensure that the documentation is accurate and easy to understand. This course will help you to develop the skills you need to be a successful Technical Writer by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Market Research Analyst

Market Research Analysts are responsible for conducting research to identify and understand the needs of customers. They work with stakeholders to develop and implement marketing strategies to meet those needs. This course will help you to develop the skills you need to be a successful Market Research Analyst by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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User Experience Designer

User Experience Designers are responsible for designing and evaluating the user experience of websites, apps, and other products. They work with stakeholders to gather feedback, develop prototypes, and ensure that the products are easy to use and enjoyable. This course will help you to develop the skills you need to be a successful User Experience Designer by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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Supply Chain Manager

Supply Chain Managers are responsible for planning, organizing, and directing the flow of goods and services from suppliers to customers. They work with stakeholders to develop and implement strategies to improve the efficiency and effectiveness of the supply chain. This course will help you to develop the skills you need to be a successful Supply Chain Manager by teaching you about defining and evaluating processes, planning for organizational change, and managing internal and external stakeholders.

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