Introduction to Service Innovation and Management
Master healthcare service innovation and process improvement. Learn strategic execution and change management in healthcare organizations.
Master healthcare service innovation and process improvement. Learn strategic execution and change management in healthcare organizations.
This course focuses on service innovation and management in the healthcare sector, emphasizing the internal management of business processes to deliver improved services, increased profitability, and long-term customer loyalty. Students learn about successful execution and management of service innovation, with a focus on healthcare ecosystems, organizational culture, process improvement, and data-driven decision making. The course covers strategic planning, change management, and the impact of environmental factors on healthcare organizations. Through guided project work, participants apply concepts to real-world scenarios in their own organizations, developing a comprehensive process improvement plan throughout the course.
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What you'll learn
Analyze operational approaches to executing strategic plans in healthcare organizations
Evaluate change management tools and their impact on organizational culture
Assess environmental, political, and economic factors affecting healthcare strategic planning
Develop skills in process improvement and redesign for healthcare services
Understand the role of organizational culture in service excellence
Master techniques for data collection and analysis in healthcare process improvement
Skills you'll gain
This course includes:
75 Minutes PreRecorded video
31 quizzes, 2 peer reviews
Access on Mobile, Tablet, Desktop
FullTime access
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There are 4 modules in this course
This course provides a comprehensive introduction to service innovation and management in the healthcare sector. It is structured into four modules, each focusing on critical aspects of healthcare service improvement. The first module explores the healthcare ecosystem, introducing process improvement concepts and challenges facing healthcare organizations. The second module delves into organizational culture, emphasizing its impact on service excellence and change management. The third module focuses on planning for process improvement, including process mapping and redesign techniques. The final module covers measurement and evaluation, emphasizing data-driven decision-making in healthcare process improvement. Throughout the course, students develop a process improvement plan for their own organizations, applying theoretical concepts to real-world scenarios. The course combines video lectures, readings, quizzes, peer reviews, and discussion prompts to provide a comprehensive learning experience.
The Healthcare Ecosystem
Module 1 · 4 Hours to complete
Organizational Culture
Module 2 · 3 Hours to complete
Planning for Process Improvement
Module 3 · 4 Hours to complete
Measurement and Evaluation
Module 4 · 4 Hours to complete
Fee Structure
Payment options
Financial Aid
Instructor
Veteran Educator and Healthcare Executive
Russ Moran is an Executive Adjunct Professor at Northeastern University’s D’Amore-McKim School of Business and Bouvé College of Health Sciences, bringing over 30 years of healthcare industry expertise in leadership, provider network contracting, service operations, and innovation. He has taught at Northeastern since 2006, contributing to the MS in Innovation and MBA programs with courses in Service Innovation, U.S. Healthcare Reform, and Enterprise Growth. Moran also teaches Strategic Management in Healthcare at Bouvé and serves on advisory boards for Northeastern’s Center for Health Policy and Healthcare Research and Health Management MBA. His corporate education work includes collaborations with IBM, EMC, and Blue Cross Blue Shield, while he also leads healthcare innovation initiatives with Coursera. Moran's professional background includes roles as EVP at Private Healthcare Systems and Tufts Health Plan, where he oversaw operations, IT, and Medicare Advantage products. He is a principal advisor for Decision Point Health Solutions and sits on the Board of Advisors for Day Health Strategies. Moran holds degrees from St. Anselm College and the University of New Hampshire.
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Frequently asked questions
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