What you'll learn

  • Operationalizing the delivery of quality services
  • Exploring the root cause analysis toolkit
  • Designing effective processes and workflows
  • Analyzing capacity and throughput for effective service provision
  • Managing periods of peak demand
  • Understanding queues and the psychology of wait times

Course description

This is a two-week online executive program led by Faculty Chair Mark Fagan. The highly interactive program consists of live faculty-led sessions and offers a unique approach based in both theory and practice. Class sessions include case studies from around the world highlighting service delivery challenges and how they can be solved. In addition, in-class simulations and break-out activities will foster peer discussion.

Course outline

  • The program is also anchored around a personal operational challenge that you will work through using a guided framework of (1) problem definition and stakeholder mapping; (2) root cause analysis; (3) reengineering; and (4) implementation and intensive peer consultation.

    Upon completion of the program, you will be able to immediately apply the tools and frameworks you have learned to your current work environment to ensure your organization is a high-quality, high-efficiency, high-equity deliverer of public services.


  • Lecturer in Public Policy, Harvard Kennedy School
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