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    Frances X. Frei

    Frances Frei is a Professor of Technology and Operations Management at Harvard Business School. Her research investigates how leaders create the conditions for organizations and individuals to thrive by designing for excellence in operations, strategy, and culture.... View Details

    Keywords: airline; banking; fast food; financial services; health care; hotels ＆ motels; management consulting; media; nonprofit industry; professional services; retail financial services; service industry; sports; telecommunications; tourism; travel
    • June 2024
    • Supplement

    Pal's Sudden Service (B)

    By: Gary P. Pisano, Francesca Gino and Ruth Page
    Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

    Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details
    Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Food and Beverage Industry; Service Industry
    Related
    • May 2005 (Revised April 2010)
    • Case

    GlaxoSmithKline: Reorganizing Drug Discovery (A)

    By: Robert S. Huckman and Eli Strick
    Describes the reorganization of drug discovery at GlaxoSmithKline (GSK) following the formation of GSK from the merger of Glaxo Wellcome and SmithKline Beecham. This reorganization placed nearly 2,000 research scientists into six centers of excellence in drug discovery... View Details
    Keywords: Mergers and Acquisitions; Decision Choices and Conditions; Operations; Organizational Structure; Performance Improvement; Research and Development; Pharmaceutical Industry
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    • April 2011
    • Case

    Porcini's Pronto: "Great Italian cuisine without the wait!"

    By: James L. Heskett and Richard Luecke
    Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
    Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
    Related
    • November 2010
    • Article

    Which of These People Is Your Future CEO?

    By: Boris Groysberg, Andrew Hill and Toby Johnson
    Americans have long believed that U.S. military officers-trained for high-stakes positions, resilience, and mental agility-make excellent CEOs. That belief is sound, but the authors' analysis of the performance of 45 companies led by CEOs with military experience... View Details
    Keywords: Experience and Expertise; Training; Leadership Style; Managerial Roles; Situation or Environment; United States
    Related
    • 23 Mar 2021
    • News

    Four HBS Doctoral Candidates Receive Research Awards

    • 04 Dec 2014
    • News

    Four Doctoral Students Win Prestigious Research Awards

    • 16 Feb 2011
    • News

    The World's Best 40 B-School Profs Under the Age of 40

    • January 2008
    • Article

    Learning the Fine Art of Collaboration

    By: Alan MacCormack and Theodore Forbath
    Innovations are increasingly brought to the market by networks of firms, selected for their unique capabilities and operating in a coordinated manner. This collaborative model demands that firms develop different skills, yet despite this need, there is little guidance... View Details
    Keywords: Digital Platforms
    Related
    • 05 Dec 2019
    • HBS Seminar

    Georgia Perakis, MIT Sloan School of Management

    • November 2019
    • Case

    Chief: Role for Carolyn Childers

    By: Katherine B. Coffman, Jeffrey J. Bussgang, Kathleen L. McGinn, Katherine Chen and Julia Kelley
    In 2018, Carolyn Childers is preparing to launch Chief, a New York-based peer network for women executives, and must decide whether to bring on a co-founder. After becoming the senior vice president of operations at her previous company, Childers was inspired to build... View Details
    Keywords: Networking; Founders; Entrepreneurship; Networks; Negotiation
    Related
    • April 2021
    • Case

    Zeynep Ton: The Good Jobs Strategy

    By: Francesca Gino and Frances X. Frei
    The link to this multimedia case should be provided to students in advance as preparation for classroom case discussion.

    In Zeynop Ton’s 2014 book The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost... View Details
    Keywords: Organizations; Selection and Staffing; Compensation and Benefits; Operations; Performance Effectiveness
    Related
    • January 2007 (Revised January 2008)
    • Case

    Amanco: Developing the Sustainability Scorecard

    By: Robert S. Kaplan and Ricardo Reisen de Pinho
    Describes the challenges of using the Balanced Scorecard to implement a triple-bottom-line strategy for delivering excellent economic, environmental, and social performance. The owners and senior executive team of Amanco, a producer of plastic pipe and complete water... View Details
    Keywords: Balanced Scorecard; Measurement and Metrics; Corporate Social Responsibility and Impact; Environmental Sustainability; Social Issues; Strategy; Construction Industry; Industrial Products Industry; Latin America; Brazil
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      W. Earl Sasser

      Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details

      Keywords: airline; automotive; banking; broadcasting; communications; construction; credit card; education industry; entertainment; fast food; hotels ＆ motels; insurance industry; marketing industry; oil ＆ gas; restaurant; retailing; service industry; sports; tourism; transportation
      • July 2000 (Revised May 2002)
      • Case

      Gateway: Moving Beyond the Box

      By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
      Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result. View Details
      Keywords: Transition; Change Management; Valuation; Service Operations; Service Delivery; Distribution Channels; Computer Industry; Electronics Industry; United States
      Related
      • 2009
      • Simulation

      Finance Simulation: M&A in Wine Country: No. 3289.

      By: Timothy A. Luehrman and W. Carl Kester
      In this simulation, students play the role of CEO at one of three publicly-traded wine producers: Starshine, Bel Vino, or International Beverage. Each player evaluates merger and/or acquisition opportunities among the three companies and then determines reservation... View Details
      Keywords: Mergers and Acquisitions; Negotiation; Valuation; Value Creation; Food and Beverage Industry; Agriculture and Agribusiness Industry
      Related
      • 2015
      • Book

      What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

      By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger
      Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details
      Keywords: Management; Leadership; Service Operations; Service Delivery
      Related
      • August 1992 (Revised June 1993)
      • Case

      Euro Disney: The First 100 Days

      By: Gary W. Loveman and Leonard A. Schlesinger
      The Walt Disney Co. theme parks historically have thrived on the basis of a formula stressing excellent customer service and a magnificent physical environment. The formula has proven successful in Japan, as well as the United States. With the controversial opening of... View Details
      Keywords: Multinational Firms and Management; Service Operations; Service Delivery; Corporate Strategy; Customer Focus and Relationships; Service Industry; Entertainment and Recreation Industry; Japan; France; United States
      Related
      • 2008
      • Simulation

      Pricing Simulation: Universal Car Rental

      By: John T. Gourville
      This web-based simulation presents an engaging context in which students develop their knowledge of pricing by managing a rental car operation (Universal) in Florida and improve regional performance by developing a pricing strategy. The simulation involves three... View Details
      Keywords: Competition; Consumer Behavior; Price; Profit; Renting or Rental; Auto Industry; Service Industry; Miami; Orlando; Tampa
      Related
      • 2008
      • Simulation

      Everest Leadership and Team Simulation

      By: Michael A. Roberto and Amy C. Edmondson
      This item is currently not available for purchase on this site. To order, please contact Customer Service - (800) 545-7685 or (617) 783-7600. **REVISED AUGUST 2009!** This web-based simulation uses the dramatic context of a Mount Everest expedition to reinforce student... View Details
      Keywords: Cooperation; Decision Choices and Conditions; Groups and Teams; Knowledge Sharing; Leadership
      Related