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Frei, Frances X.Remove Frei, Frances X. →

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  • April 2008
  • Teaching Note

Managing Service Operations: The Managerial Research Design Process

By: Frances X. Frei and Dennis Campbell
Keywords: Service Operations; Management
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  • April 2008
  • Exercise

Exercise: Customer-Operator Letter Writing

By: Frances X. Frei
The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement
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  • April 2008
  • Teaching Note

Exercise: Customer-Operator Letter Writing (TN)

By: Frances X. Frei
Teaching Note for [608126]. View Details
Keywords: Customer Relationship Management; Operations
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  • April 2008
  • Module Note

Improvement with Customer-Operators

By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design
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  • April 2008
  • Teaching Note

New Service Design Exercise (TN)

By: Frances X. Frei
Teaching Note for [605053]. View Details
Keywords: Service Operations; Design; Strategy; Product Positioning
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  • April 2008
  • Module Note

Service Design in the Context of Customer-Operators

By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details
Keywords: Customer Satisfaction; Management; Design; Service Operations; Cost
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  • April 2008
  • Article

The Four Things a Service Business Must Get Right

By: Frances X. Frei
Keywords: Business Ventures
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  • March 2008
  • Exercise

Exercise: Challenging Operational Assumptions

By: Frances X. Frei
This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective... View Details
Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement
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  • March 2008 (Revised April 2008)
  • Teaching Note

Cleveland Clinic (TN)

By: Frances X. Frei, Amy C. Edmondson and Christine Harris-Van Keuren
Teaching Note for [607143]. View Details
Keywords: Health Industry
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  • March 2008
  • Supplement

BigEast Bank (A): Credit Card Approval (CW)

By: Frances X. Frei
Keywords: Credit; Banks and Banking; Banking Industry
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  • March 2008
  • Supplement

GuestFirst Hotel (A) and (B) (CW)

By: Frances X. Frei
Keywords: Accommodations Industry
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  • March 2008
  • Supplement

Pilgrim Bank (A), (B) and (C) (CW)

By: Frances X. Frei
Keywords: Banks and Banking; Banking Industry
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  • March 2008
  • Supplement

Store24 (A) and (B) (CW)

By: Frances X. Frei
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  • January 2008 (Revised April 2008)
  • Teaching Note

First Union Corporation (A): Future Bank (TN)

By: Frances X. Frei
Teaching Note for [602013]. View Details
Keywords: Banks and Banking; Banking Industry
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  • January 2008
  • Teaching Note

Pilgrim Bank (A): Statistics Review with Data Desk

By: Frances X. Frei
Teaching Note for 602104. View Details
Keywords: Decision Making; Policy; Banks and Banking; Management Teams; Motivation and Incentives; Customers; Mathematical Methods; Service Operations; Banking Industry
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  • January 2008 (Revised April 2008)
  • Teaching Note

Pilgrim Bank (B): Statistics Review with Data Desk

By: Frances X. Frei
Teaching Note for 602095. View Details
Keywords: Banks and Banking; Mathematical Methods; Banking Industry
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  • January 2008 (Revised April 2008)
  • Teaching Note

Pilgrim Bank (C): Statistics Review with Data Desk

By: Frances X. Frei
Teaching Note for [602103]. View Details
Keywords: Banks and Banking; Mathematical Methods; Banking Industry
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  • January 2008 (Revised April 2008)
  • Teaching Note

Pilgrim Bank (A): Customer Profitability (TN)

By: Frances X. Frei and Dennis Campbell
Teaching Note for 602104. View Details
Keywords: Customers; Profit; Banks and Banking; Banking Industry
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  • January 2008 (Revised April 2008)
  • Teaching Note

Transformation at the IRS (TN)

By: Frances X. Frei and Amy C. Edmondson
Teaching Note for [603010]. View Details
Keywords: Government and Politics; Taxation; Transformation
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  • January 2008 (Revised April 2008)
  • Teaching Note

Orient-Express Hotels (TN)

By: Frances X. Frei
Teaching Note for [603024]. View Details
Keywords: Accommodations Industry
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