Defining Metrics for Service Innovation and Management Success-Course Introduction
Course Overview
Meet Your Faculty: Russ Moran
Providing Mayo Clinic Insights: Adam Thompson
Syllabus- Engaging in Service Innovation and Management
Academic Integrity
Defining Metrics for Service Innovation and Management Success-Module 1 Overview
Module Introduction
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Defining Metrics for Service Innovation and Management Success-Lesson 1: Designing a New Process and VSM
Designing a New Process
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Lesson Resource
Defining Metrics for Service Innovation and Management Success-Lesson 2: Introduction to Consumerism
Consumerism
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Drivers of Consumerism in Healthcare
Defining Metrics for Service Innovation and Management Success-Lesson 3: Balancing Efficiency and Effectiveness
The Balance Between Efficiency vs. Effectiveness
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Efficiency and Effectiveness in Process Redesign
Defining Metrics for Service Innovation and Management Success-Lesson 4: The CQO Process
The CQO Process
The Process of CQO
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Lesson Resources
Defining Metrics for Service Innovation and Management Success-Lesson 5: Organizational Resiliency
Organizational Resiliency
Organizational Resiliency Video
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Planning for Organizational Stressors in Healthcare
Defining Metrics for Service Innovation and Management Success-Lesson 6: The Four Pillars for the Future
The Four Pillars for the Future
4 Pillars for the Future Video
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Defining Metrics for Service Innovation and Management Success-Lesson 7: Resilient Characteristics of Leaders
Resilient Characteristics of Leaders
Resilient Characteristics Video
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Adaptability and Trust
Defining Metrics for Service Innovation and Management Success-Module 1 Assessment and Wrap-Up
Summary
Defining Metrics for Service Innovation and Management Success- Module 1 Honors: Readings on Resiliency and the Future of Healthcare
Resilience During Times of Crisis
The Future of Public Health
External Influences on the Healthcare Organization-Module 2 Overview
Module Introduction
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Dependent Events Preview
External Influences on the Healthcare Organization-Lesson 1: The Role of Process Evaluation & Organizational Implication
Process Evaluation Measures
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Lesson Resources
External Influences on the Healthcare Organization-Lesson 2: Dependent Events, Data & Operational Changes for Effective Outreach
The Theory of Constraints
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Data and Operational Changes for Effective Outreach
Social Determinants of Data
External Influences on the Healthcare Organization-Lesson 3: Treatment and Care Delivery to Disparate Populations
Treatment and Care Delivery to Disparate Populations
Lesson Resources
External Influences on the Healthcare Organization-Mayo Clinic Spotlight
Mayo Clinic's Approach to Disparate Populations
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External Influences on the Healthcare Organization-Lesson 4: Unintended Consequences
Unintended Consequences
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Lesson Resources
External Influences on the Healthcare Organization-Lesson 5: The Matrix Organization
The Matrix Organization Video
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The Matrix Organizational Structure
Reflection Question
External Influences on the Healthcare Organization-Lesson 6: Risks & Opportunities with the Matrix Organizational Structure
Risks & Opportunities with the Matrix Organizational Structure
Understanding the Risk of Analytics Video
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External Influences on the Healthcare Organization-Module 2 Assessment and Wrap-Up
Summary
External Influences on the Healthcare Organization-Module 2 Honors: Digging in to Dependent Events and Statistical Fluctuations
Dependent Events and Statistical Fluctuations
Deep Dive into Theory of Constraints
Importance of Teams in Process Change-Module 3 Overview
Module Introduction
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Identifying and Leading Your Team Preview
Importance of Teams in Process Change-Lesson 1: Organizational Adaptability
Organizational Adaptability
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Lesson Resources
Importance of Teams in Process Change-Lesson 2: Care Teams: The Importance of Decision Making
Care Teams: The Importance of Decision Making
The Decision-Making Leadership Context Video
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Five Main Sources of Bias on Decision-Making Teams
Lesson Resource
Importance of Teams in Process Change-Lesson 3: Care Teams: Building a Successful Team
Care Teams: Building a Successful Team
Building a Team Video
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Incorporating Caregivers as Care Team Members
Lesson Resources
Importance of Teams in Process Change-Lesson 4: The Clinician’s Role in Healthcare Delivery
The Clinician’s Role in Healthcare Delivery
Clinical Role in Healthcare Delivery Video
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Change Process & Patient-Clinician Relationships
Lesson Resources
Importance of Teams in Process Change-Lesson 5: The Role of Trust in Teams
The Role of Trust
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Key Ingredients to Fostering Trust
Lesson Resources
Importance of Teams in Process Change-Lesson 6: Elements for Effective Teams
Elements for Effective Teams
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Drivers of Effective Teams
Characteristics of Resilient Teams
Importance of Teams in Process Change-Lesson 7: The Teal Organization
The Teal Organization
Lesson Resources
Importance of Teams in Process Change-Module 3 Assessment and Wrap-Up
Summary
Leadership for Emerging Trends-Module 4 Overview
Module Introduction
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Leadership for Emerging Trends-Lesson 1: Three Models of Organizational Archetypes
Three Models of Organizational Archetypes
Three Models of Organizational Archetypes Video
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Lesson Resource
Leadership for Emerging Trends-Lesson 2: Future Trends and Considerations
Future Trends and Considerations
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Lesson Resources
Leadership for Emerging Trends-Lesson 3: Digital Technology in Healthcare’s Future
Digital Technology in Healthcare’s Future
Digital Technology in Healthcare’s Future Video
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The Role of Digital Technology in Healthcare
Lesson Resource
Leadership for Emerging Trends-Lesson 4: Leadership Attributes
Leadership Attributes
Leadership Attributes Video
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Lesson Resources
Obstacles in Healthcare Leadership
Leadership for Emerging Trends-Course Summary and Wrap-Up
Congratulations
Course Wrap-Up
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Leadership for Emerging Trends-Module 4 Honors: The Future is Who You Hire
The Future is Who You Hire
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Healthcare Workforce Demands