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

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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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  • January 2008 (Revised April 2008)
  • Teaching Note

Pilgrim Bank (B): Customer Retention (TN)

By: Frances X. Frei and Dennis Campbell
Teaching Note for [602095]. View Details
Keywords: Customers; Banks and Banking; Customer Focus and Relationships; Banking Industry
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  • January 2008 (Revised April 2008)
  • Teaching Note

Pilgrim Bank (C): Electronic Billpay (TN)

By: Frances X. Frei and Dennis Campbell
Teaching Note for [602103]. View Details
Keywords: Banks and Banking; Online Technology; Banking Industry
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  • September 2007 (Revised April 2008)
  • Teaching Note

Commerce Bank (TN)

By: Frances X. Frei
Keywords: Banks and Banking; Banking Industry
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  • September 2007 (Revised April 2008)
  • Teaching Note

Verizon: The Introduction of DSL (TN)

By: Frances X. Frei and Amy C. Edmondson
Teaching Note for (2-602-070). View Details
Keywords: Technology; Communications Industry
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  • July 2007 (Revised April 2008)
  • Teaching Note

Innovation at Progressive (TN) (A) & (B)

By: Frances X. Frei
Keywords: Innovation and Invention; Insurance Industry
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  • July 2007 (Revised April 2008)
  • Teaching Note

Dell Computers: Field Service for Corporate Clients (A) and Transition (B) (TN)

By: Frances X. Frei
Teaching Note to (603-067) and (607-081). View Details
Keywords: Customers; Transition; Computer Industry
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  • July 2007 (Revised April 2008)
  • Teaching Note

Gateway: Moving Beyond the Box (TN)

By: Frances X. Frei
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  • July 2007 (Revised April 2008)
  • Teaching Note

Rapid Rewards at Southwest Airlines (TN)

By: Frances X. Frei
Keywords: Motivation and Incentives; Air Transportation Industry
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  • July 2007 (Revised April 2008)
  • Teaching Note

Tiffany & Co. (TN)

By: Frances X. Frei
Keywords: Apparel and Accessories Industry; Consumer Products Industry
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  • July 2007 (Revised April 2008)
  • Teaching Note

Zipcar: Influencing Customer Behavior (TN)

By: Frances X. Frei
Keywords: Customers; Behavior; Transportation Industry
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  • May 2007
  • Case

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock
Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry
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  • May 2007 (Revised September 2007)
  • Case

Cleveland Clinic

By: Frances X. Frei, Amy C. Edmondson, Christine van Keuren and Eliot Sherman
Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. This case evaluates the methods, processes, and personnel that the hospital has cultivated over the years in order to... View Details
Keywords: Health Care and Treatment; Medical Specialties; Innovation and Invention; Service Delivery; Expansion; Health Industry; Cleveland
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  • March 2007 (Revised August 2007)
  • Supplement

Dell Computers (B): The Transition

By: Frances X. Frei and Christine van Keuren
The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details
Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry
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  • November 2006
  • Article

Breaking the Trade-Off Between Efficiency and Service

By: Frances X. Frei
Keywords: Performance Efficiency
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  • April 2006
  • Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
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  • April 2006 (Revised April 2008)
  • Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
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  • April 2006
  • Background Note

Designing Sustainable Service Models

By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value
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  • April 2006 (Revised April 2008)
  • Teaching Note

YUM! Brands, Inc: A Corporate Do-Over (TN)

By: Frances X. Frei and Amy C. Edmondson
Keywords: Food and Beverage Industry
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