For this assignment, your task is to map the improvements and changes made at the Cleveland Clinic to the service activity sequence (SAS) model (on page 2 of the SAS reading from the coursepack and duplicated on this pptx template download.)

One sequence to consider would be to:

1. read through the SAS article to get an understanding of the overall model and elements,
2. read through the 'Health Care's Service Fanatics' article and identify the changes made to improve patient experience at the Cleveland Clinic.
3. download the template download and populate the elements with changes and initiatives identified from the 'Fanatics' article.
4. submit your saved template to this assignment.

Concept Development Prototyping Service Engineering Service Innovation Loop Operational Variables and Performance Indicators Service Delivery Service Improvements New Features Demand The Service Activity Sequence Source: Munoz-Seca, 2011