Engaging in Service Innovation and Management
- Offered byCoursera
Engaging in Service Innovation and Management at Coursera Overview
Duration | 18 hours |
Total fee | Free |
Mode of learning | Online |
Official Website | Explore Free Course  |
Credential | Certificate |
Engaging in Service Innovation and Management at Coursera Highlights
- Earn a Certificate upon completion
Engaging in Service Innovation and Management at Coursera Course details
- This course is the continuation of "Introduction to Service Innovation and Management"
- 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
Engaging in Service Innovation and Management at Coursera Curriculum
Defining Metrics for Service Innovation and Management Success
Module Introduction
Designing a New Process
Consumerism
The Balance Between Efficiency vs. Effectiveness
The Process of CQO
Organizational Resiliency Video
4 Pillars for the Future Video
Resilient Characteristics Video
Course Overview
Meet Your Faculty: Russ Moran
Providing Mayo Clinic Insights: Adam Thompson
Syllabus- Engaging in Service Innovation and Management
Academic Integrity
Lesson Resource
Drivers of Consumerism in Healthcare
Efficiency and Effectiveness in Process Redesign
The CQO Process
Lesson Resources
Organizational Resiliency
Planning for Organizational Stressors in Healthcare
The Four Pillars for the Future
Resilient Characteristics of Leaders
Adaptability and Trust
Summary
Resilience During Times of Crisis
The Future of Public Health
Questions to Consider
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Module 1 Quiz
Resilience and the Future of Healthcare
External Influences on the Healthcare Organization
Module Introduction
Process Evaluation Measures
The Theory of Constraints
Mayo Clinic's Approach to Disparate Populations
Unintended Consequences
The Matrix Organization Video
Understanding the Risk of Analytics Video
Dependent Events Preview
Lesson Resources
Data and Operational Changes for Effective Outreach
Social Determinants of Data
Treatment and Care Delivery to Disparate Populations
Lesson Resources
Lesson Resources
The Matrix Organizational Structure
Reflection Question
Risks & Opportunities with the Matrix Organizational Structure
Summary
Dependent Events and Statistical Fluctuations
Deep Dive into Theory of Constraints
Questions to Consider
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Module 2 Quiz
Dependencies and Fluctuations
Importance of Teams in Process Change
Module Introduction
Organizational Adaptability
The Decision-Making Leadership Context Video
Building a Team Video
Clinical Role in Healthcare Delivery Video
The Role of Trust
Elements for Effective Teams
Identifying and Leading Your Team Preview
Lesson Resources
Care Teams: The Importance of Decision Making
Five Main Sources of Bias on Decision-Making Teams
Lesson Resource
Care Teams: Building a Successful Team
Incorporating Caregivers as Care Team Members
Lesson Resources
The Clinician’s Role in Healthcare Delivery
Change Process & Patient-Clinician Relationships
Lesson Resources
Key Ingredients to Fostering Trust
Lesson Resources
Drivers of Effective Teams
Characteristics of Resilient Teams
The Teal Organization
Lesson Resources
Summary
Questions to Consider
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Module 3 Quiz
Leadership for Emerging Trends
Module Introduction
Three Models of Organizational Archetypes Video
Future Trends and Considerations
Digital Technology in Healthcare’s Future Video
Leadership Attributes Video
Course Wrap-Up
The Future is Who You Hire
Three Models of Organizational Archetypes
Lesson Resource
Lesson Resources
Digital Technology in Healthcare’s Future
The Role of Digital Technology in Healthcare
Lesson Resource
Leadership Attributes
Lesson Resources
Obstacles in Healthcare Leadership
Congratulations
Healthcare Workforce Demands
Questions to Consider
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Check Your Knowledge
Module 4 Quiz
End of Course Assessment
Check Your Knowledge
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Student Forum
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