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  • Research Summary

Individual Effectiveness

By: Frances X. Frei
This research investigates how to create the conditions for individuals to thrive.  The work is guided by the observation that individauls and organizations have the opportunity to vastly enhance individual effectiveness. View Details
Keywords: Individual; Effective Leadership In Turbulaent Times
  • Forthcoming
  • Article

Integral Outside: The Financial Curb Market, the Electric Telegraph, and the Politics of Pricing in Second Empire France

By: Charlotte Robertson
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  • Teaching Interest

Leading Difference

By: Frances X. Frei

Leading Difference fundamentally challenges our view of the type of leadership that is needed in a world that is increasingly divided and in organizations that are increasingly diverse. Inclusion, in such a world, is an organizational advantage that is fundamental... View Details

  • Research Summary

Managing Customer Information

By: Frances X. Frei
After a service offering is implemented, firms routinely collect significant amounts of data, including customer, employee, and firm financial data. However, service firms are not nearly as effective as they could be in taking advantage of these data. This research... View Details
  • Teaching Interest

Managing Service Operations

By: Frances X. Frei

Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.

Career Focus

Managing Service... View Details

  • Research Summary

Managing Service Operations Course Development

By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS. Over thirty cases and exercises have been created for the course. For a list of the cases developed for this course, please see the Publications link below.  For the most recent syllabus,... View Details
  • Research Summary

Managing the Operating Role of Customers

By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
  • Research Summary

Organizational Effectiveness

By: Frances X. Frei
This research studies the obstacles that systematically get in the way of organizational effecitiveness.  In the past I have paid particular attention to service organizations, which account for over 70% of organizations in most developed countries.  This research... View Details
Keywords: Organizational Effectiveness; Organizations; Entrepreneurship; Service; Growth; Management
  • Research Summary

Overview

By: Charlotte L. Robertson
Professor Robertson conducts research on the history of financial markets. Her book manuscript and working papers shed light on the evolution of securities markets and the relationship between finance, governance, and society. Some of the topics she pursues include:... View Details
  • Research Summary

Service Excellence by Design

By: Frances X. Frei
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see View Details
  • Teaching Interest

Strategy

By: Frances X. Frei

The objective of this course is to help students develop the skills for formulating strategy. It provides an understanding of:

  • A firm's operative environment and how to sustain competitive advantage.
  • How to generate superior... View Details
  • Teaching Interest

Technology and Operations Management

By: Frances X. Frei

This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as... View Details

  • Teaching Interest

Why You Should Care: Creating the Conditions for of Excellence

By: Frances X. Frei

CCE explores how to identify and overcome the barriers to personal and professional excellence. Through a series of case studies we will investigate the common challenges that hinder even the most effective... View Details

  • Research Summary

Women's Leadership

By: Frances X. Frei
This research studies how orgnaizations can more effectively create the conditions for women to thrive in equal proportion to men. View Details
Keywords: Gender; Organization Behavior
  • Research Summary

Workforce Change

By: Sandra J. Sucher

This research encompasses layoffs, furloughs and restructuring, global practices that affect millions of employees and thousands of companies every year. In this work I aim to replace bad practice that damages trust with good (or at least better) practice through... View Details

Keywords: Layoffs; Leadership And Change Management; Global Innovation; Strategic Decision Making; Multinational Corporations; Organizational Change and Adaptation; United States; France; Germany; Hungary; Finland; United Kingdom; Netherlands; China; Japan; Brazil

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