Courses – Fakultet tehničkih nauka u Novom Sadu

Subject: Design and management of healthcare processes (17.IMS381)

Type of studies	Title
Specialised Academic Studies	Engineering Management (Year: 1, Semester: Summer)

General information:

Category	Professional-applicative
Scientific or art field	Proizvodni i uslužni sistemi, organizacija i menadžment
ECTS	5

The objective of the course is to learn the knowledge and skills necessary for designing the services and the service process including all the specifics of health services. The connection between the service concept, the service process and the service system and their importance for the effective and efficient provision of health services is a major topic.

Design and development of health services and service delivery processes, using engineering and service management tools and techniques, and to adequately identify the necessary resources and technology in order to create the best possible performance of healthcare services. This course provides competencies for managing and improving the system in which health services are provided.

Introduction. Nature and characteristics of services; Service and service process. Analysis of service transactions in health services; The concept of health services; Design and development of health services; Managing the service process; Engineering tools for managing the processes of providing health services; Quality of service and service process; Control of the service process; Re-organization of service processes; Participants in the service process, customer management; Service system, service resources; Management technology; Capacity management;

Teaching includes lectures, auditory and laboratory exercises, along with an analysis of the required number of case studies. Exercises include interactive case study processing. Students in smaller groups have a specific project task that aims to apply the acquired knowledge. The final exam is performed verbally. The condition for the student to take the final exam is to successfully complete the project assignment.

Authors	Title	Year	Publisher	Language
Chang, C.,M.	Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence	2010	Wiley	English
Barros, O.	Service Design with Applications to Health Care Institutions	2017	Business Expert Press	English