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.

This program was previously offered under the name Delivering Public Services: Efficiency, Equity and Quality.


Lecturer in Public Policy, Harvard Kennedy School

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