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Associated with the MS in Management: Healthcare degree
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Engaging in Service Innovation and Management

Northeastern University

About this Course

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.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

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Beginner Level

Individuals currently in the healthcare sector, as a provider, payer, or administrator. Individuals pursuing a career change to the healthcare sector

Approx. 18 hours to complete

English

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What you will learn

Apply both organizational and individual attributes that will be needed to manage effective process improvement.
Analyze the importance of long-term commitment and resilience needed for effective management of organizational commitment.
Analyze the operational approaches to the execution of strategic plans and how it can be used effectively to achieve organizational goals.

Skills you will gain

Strategy Development
Process Design
Decision-Making
Leadership
Process Management

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Beginner Level

Individuals currently in the healthcare sector, as a provider, payer, or administrator. Individuals pursuing a career change to the healthcare sector

Approx. 18 hours to complete

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

Instructor

George “Russ” Moran

Executive Professor

D’Amore-McKim School of Business

6,235 Learners

4 Courses

Offered by

Northeastern University

Founded in 1898, Northeastern is a global research university with a distinctive, experience-driven approach to education and discovery. The university is a leader in experiential learning, powered by the world’s most far-reaching cooperative education program. The spirit of collaboration guides a use-inspired research enterprise focused on solving global challenges in health, security, and sustainability.

Start working towards your Master's degree

This course is related to the 100% online MS in Management: Healthcare from Northeastern University . It will provide you with a preview of the topics, materials and instructors so you can decide if the full online degree program is right for you.

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Syllabus - What you will learn from this course

Week1

Week 1

5 hours to complete

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.

5 hours to complete

8 videos (Total 29 min), 18 readings, 10 quizzes

8 videos

Module Introduction53sDesigning a New Process6mConsumerism4mThe Balance Between Efficiency vs. Effectiveness 4mThe Process of CQO3mOrganizational Resiliency Video2m4 Pillars for the Future Video4mResilient Characteristics Video1m

18 readings

Course Overview1mMeet Your Faculty: Russ Moran 2mProviding Mayo Clinic Insights: Adam Thompson1mSyllabus- Engaging in Service Innovation and Management5mAcademic Integrity2mLesson Resource10mDrivers of Consumerism in Healthcare4mEfficiency and Effectiveness in Process Redesign2mThe CQO Process2mLesson Resources7mOrganizational Resiliency 1mPlanning for Organizational Stressors in Healthcare4mThe Four Pillars for the Future1mResilient Characteristics of Leaders 1mAdaptability and Trust 2mSummary1mResilience During Times of Crisis37mThe Future of Public Health42m

10 practice exercises

Questions to Consider2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge1mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mModule 1 Quiz20mResilience and the Future of Healthcare5m

Week2

Week 2

5 hours to complete

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.

5 hours to complete

7 videos (Total 31 min), 13 readings, 10 quizzes

7 videos

Module Introduction1mProcess Evaluation Measures4mThe Theory of Constraints 2mMayo Clinic's Approach to Disparate Populations12mUnintended Consequences 5mThe Matrix Organization Video2mUnderstanding the Risk of Analytics Video2m

13 readings

Dependent Events Preview1mLesson Resources30mData and Operational Changes for Effective Outreach5mSocial Determinants of Data5mTreatment and Care Delivery to Disparate Populations2mLesson Resources13mLesson Resources30mThe Matrix Organizational Structure3mReflection Question2mRisks & Opportunities with the Matrix Organizational Structure2mSummary1mDependent Events and Statistical Fluctuations2mDeep Dive into Theory of Constraints14m

9 practice exercises

Questions to Consider2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mModule 2 Quiz20mDependencies and Fluctuations2m

Week3

Week 3

5 hours to complete

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.

5 hours to complete

7 videos (Total 21 min), 18 readings, 9 quizzes

7 videos

Module Introduction1mOrganizational Adaptability3mThe Decision-Making Leadership Context Video2mBuilding a Team Video7mClinical Role in Healthcare Delivery Video2mThe Role of Trust2mElements for Effective Teams2m

18 readings

Identifying and Leading Your Team Preview1mLesson Resources16mCare Teams: The Importance of Decision Making1mFive Main Sources of Bias on Decision-Making Teams2mLesson Resource30mCare Teams: Building a Successful Team1mIncorporating Caregivers as Care Team Members1mLesson Resources34mThe Clinician’s Role in Healthcare Delivery1mChange Process & Patient-Clinician Relationships3mLesson Resources30mKey Ingredients to Fostering Trust3mLesson Resources21mDrivers of Effective Teams3mCharacteristics of Resilient Teams1mThe Teal Organization2mLesson Resources21mSummary1m

9 practice exercises

Questions to Consider3mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge3mCheck Your Knowledge2mCheck Your Knowledge3mCheck Your Knowledge2mCheck Your Knowledge2m Module 3 Quiz20m

Week4

Week 4

4 hours to complete

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.

4 hours to complete

7 videos (Total 20 min), 11 readings, 8 quizzes

7 videos

Module Introduction48sThree Models of Organizational Archetypes Video2mFuture Trends and Considerations4mDigital Technology in Healthcare’s Future Video4mLeadership Attributes Video4mCourse Wrap-Up 1mThe Future is Who You Hire1m

11 readings

Three Models of Organizational Archetypes1mLesson Resource14mLesson Resources46mDigital Technology in Healthcare’s Future1mThe Role of Digital Technology in Healthcare1mLesson Resource7mLeadership Attributes1mLesson Resources18mObstacles in Healthcare Leadership2mCongratulations2mHealthcare Workforce Demands4m

8 practice exercises

Questions to Consider2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mCheck Your Knowledge2mModule 4 Quiz 20mEnd of Course Assessment20mCheck Your Knowledge2m

Frequently Asked Questions

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Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I purchase the Certificate?
When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

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Engaging in Service Innovation and Management

Engaging in Service Innovation and Management

About this Course

What you will learn

Skills you will gain