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

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      • February 2001 (Revised November 2019)
      • Supplement

      Delivery Problems at Arrow Electronics, Inc. (B)

      By: Andrew P. McAfee, Frances X. Frei and Kerry Herman
      Supplements the (A) case. A rewritten version of an earlier case. View Details
      Keywords: Order Taking and Fulfillment; Problems and Challenges; Business Processes; Distribution Industry; Electronics Industry
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      McAfee, Andrew P., Frances X. Frei, and Kerry Herman. "Delivery Problems at Arrow Electronics, Inc. (B)." Harvard Business School Supplement 601-132, February 2001. (Revised November 2019.)
      • January 2001 (Revised January 2004)
      • Case

      Ninth House: e-Learning Software

      By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
      Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be... View Details
      Keywords: Internet and the Web; Service Operations; Organizational Structure; Groups and Teams; Corporate Strategy; Organizational Culture; Learning; Sales; Service Delivery; Entrepreneurship; Information Technology Industry; Service Industry; Education Industry; San Francisco
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      Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
      • January 2001 (Revised May 2002)
      • Teaching Note

      FleetBoston Financial: Online Banking TN

      By: Frances X. Frei and Hanna Rodriguez-Farrar
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      Frei, Frances X., and Hanna Rodriguez-Farrar. "FleetBoston Financial: Online Banking TN." Harvard Business School Teaching Note 601-088, January 2001. (Revised May 2002.)
      • December 2000 (Revised May 2002)
      • Teaching Note

      Oracle Corporation TN

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      Teaching Note for (9-601-043). View Details
      Keywords: Information Technology Industry
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      Frei, Frances X., and Hanna Rodriguez-Farrar. "Oracle Corporation TN." Harvard Business School Teaching Note 601-089, December 2000. (Revised May 2002.)
      • November 2000 (Revised May 2002)
      • Case

      Oracle Corporation

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      Oracle Corp., the world's second-largest independent software company (behind Microsoft) was the world's dominant supplier of database software. Oracle also sold application software, such as the popular enterprise resource planning and customer relationship management... View Details
      Keywords: Organizational Change and Adaptation; Internet and the Web; Service Operations; Service Delivery; Applications and Software; Management Teams; Innovation and Invention; Web Services Industry; Information Technology Industry
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      Frei, Frances X., and Hanna Rodriguez-Farrar. "Oracle Corporation." Harvard Business School Case 601-043, November 2000. (Revised May 2002.)
      • November 2000 (Revised May 2002)
      • Case

      FleetBoston Financial: Online Banking

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      As the ninth largest bank holding company in the United States in 2000, FleetBoston Financial Corp. provided a myriad of financial services, including retail banking, loan origination, and brokerage accounts. This case explores how FleetBoston responded to the Internet... View Details
      Keywords: Business Model; Borrowing and Debt; Cost Management; Banks and Banking; Consumer Behavior; Service Operations; Competition; Online Technology; Banking Industry; United States
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      Frei, Frances X., and Hanna Rodriguez-Farrar. "FleetBoston Financial: Online Banking." Harvard Business School Case 601-042, November 2000. (Revised May 2002.)
      • 2000
      • Chapter

      Value Creation and Process Management: Evidence from Retail Banking

      By: Frances X. Frei and Patrick T. Harker
      Keywords: Value Creation; Business Processes; Business or Company Management; Commercial Banking; Banking Industry
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      Frei, Frances X., and Patrick T. Harker. "Value Creation and Process Management: Evidence from Retail Banking." In Creating Value in Financial Services, edited by E. Melnick, P. Nayyar, M. Pinedo, and S. Seshadri. Kluwer Academic Publishers, 2000.
      • 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
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      Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Gateway: Moving Beyond the Box." Harvard Business School Case 601-038, July 2000. (Revised May 2002.)
      • May 26, 2000
      • Article

      Web Self-Service Can Be Self-Defeating

      By: Frances X. Frei and Y. Moon
      Keywords: Internet and the Web
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      Frei, Frances X., and Y. Moon. "Web Self-Service Can Be Self-Defeating." American Banker (May 26, 2000).
      • May–June 2000
      • Article

      Exploding the Self-Service Myth

      By: Y. Moon and F. Frei
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      Moon, Y., and F. Frei. "Exploding the Self-Service Myth." Harvard Business Review 78, no. 3 (May–June 2000): 26–27.
      • 2000
      • Chapter

      Inside the Black Box: What Makes a Bank Efficient

      By: F. Frei, P. Harker and L. Hunter
      Keywords: Banks and Banking; Performance Efficiency; Banking Industry
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      Frei, F., P. Harker, and L. Hunter. "Inside the Black Box: What Makes a Bank Efficient." In Financial Institutions: Efficiency, Innovation, Regulation, edited by P. Harker and S. Zenios. Cambridge: Cambridge University Press, 2000.
      • September 1999
      • Article

      Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study

      By: F. Frei, R. Kalakota, A. Leone and L. Marx
      Keywords: Performance; Information
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      Frei, F., R. Kalakota, A. Leone, and L. Marx. "Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study." Management Science 45, no. 9 (September 1999): 1210–1220.
      • August 1999
      • Article

      Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking

      By: F. Frei and P. Harker
      Keywords: Business Processes; Measurement and Metrics; Banking Industry
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      Frei, F., and P. Harker. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking." Journal of Service Research 1, no. 4 (August 1999): 300–312.
      • 16 July 1999
      • Article

      Measuring Aggregate Process Performance Using AHP

      By: Frances X. Frei and Patrick T. Harker
      Keywords: Performance; Measurement and Metrics
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      Frei, Frances X., and Patrick T. Harker. "Measuring Aggregate Process Performance Using AHP." European Journal of Operational Research 116, no. 2 (16 July 1999): 436–442.
      • 1999
      • Chapter

      How Financial Firms Decide on Technology

      By: Lorin M. Hitt, Frances X. Frei and Patrick T. Harker
      Keywords: Financial Institutions; Decision Making; Technology; Banking Industry; Financial Services Industry
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      Hitt, Lorin M., Frances X. Frei, and Patrick T. Harker. "How Financial Firms Decide on Technology." In Brookings Wharton Papers on Financial Services, 1999, edited by Robert E. Litan and Anthony M. Santomero, 93–146. Washington, D.C.: Brookings Institution Press, 1999.
      • June 1999
      • Article

      Projections onto Efficient Frontiers: Theoretical and Computational Extensions to DEA

      By: F. Frei and P. Harker
      Keywords: Mathematical Methods; Forecasting and Prediction; Theory
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      Frei, F., and P. Harker. "Projections onto Efficient Frontiers: Theoretical and Computational Extensions to DEA." Journal of Productivity Analysis 11, no. 3 (June 1999): 275–300.
      • 1999
      • Chapter

      Retail Banking

      By: F. Frei, P. Harker and L. Hunter
      Keywords: Commercial Banking; Banking Industry
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      Frei, F., P. Harker, and L. Hunter. "Retail Banking." In U.S. Industry in 2000: Studies in Competitive Performance, edited by David Mowrey. Washington, D.C.: National Academy Press, 1999.
      • 1999
      • Working Paper

      Effective Call Center Management: Evidence from Financial Services

      By: Ann Evensen, Patrick T. Harker and Frances X. Frei
      Citation
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      Evensen, Ann, Patrick T. Harker, and Frances X. Frei. "Effective Call Center Management: Evidence from Financial Services." Harvard Business School Working Paper, No. 99-110, March 1999.
      • 1999
      • Working Paper

      How Financial Firms Decide on Technology

      By: Lorin M. Hitt, Frances X. Frei and Patrick T. Harker
      Citation
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      Hitt, Lorin M., Frances X. Frei, and Patrick T. Harker. "How Financial Firms Decide on Technology." Harvard Business School Working Paper, No. 99-112, March 1999.
      • 1999
      • Working Paper

      Value Creation and Process Management: Evidence from Retail Banking

      By: Frances X. Frei and Patrick T. Harker
      Citation
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      Frei, Frances X., and Patrick T. Harker. "Value Creation and Process Management: Evidence from Retail Banking." Harvard Business School Working Paper, No. 99-109, March 1999.
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