Frances X. Frei

Title:  Associate Professor 
Phone:  617.495.7968
Fax:  617.496.4072
Location:  Morgan Hall 411
E-mail:  ffrei@hbs.edu
Assistant:  Janelle Mills
(jmills@hbs.edu, 617.495.6560)
Profile:  Bio  Research  Publications  Interests
Unit:  Technology and Operations Management


Managing Service Operations (course syllabus)

The following table summarizes the materials in the Managing Service Operations course.  There is a hyperlink to HBS Publishing associated with each of the materials in the table.  To access the instructor materials, sign in as an educator.  If you have any difficulties accessing these materials, please let me know (ffrei@hbs.edu). 

For a detailed version of the syllabus including readings, exercises, datasets, and assignment questions, click here.

Module

Session/Cases

Resources for Instructors

 
Course Note: Managing Service Operations (606-092)
 

Managing the Operating Role of Customers

 

 

 

Module Note: Managing the Operating Role of Customers (606-032)

 

Technical Note: Customer-Introduced Variability in Service Operations (606-063)

 

Technical Note: Influencing Customer Behavior in Service Operations (606-061)

  HBR Article: Breaking the Trade-Off Between Efficiency and Service

 

 

 

1

eBay: The Customer Marketplace (602-071)

eBay: The Customer Marketplace TN (602-126)

2

First Union Corporation (A): Future Bank (602-013)

First Union Corporation (A): Future Bank TN (606-086)

3

Rapid Rewards at Southwest Airlines (602-065)

Rapid Rewards at Southwest Airlines TN (605-028)

4

Tiffany & Co. (602-110)

Tiffany & Co. TN (606-084)

5

Zipcar: Influencing Customer Behavior (605-054)

Zipcar: Influencing Customer Behavior TN (606-082)

6

Gateway: Moving Beyond the Box (601-038)

Gateway: Moving Beyond the Box TN (602-130)

7

Dell Computers: Field Service for Corp. Clients (603-067)

Dell: Field Service for Corp. Clients TN (606-083)

 

 

 

Designing Sustainable Service Models

 

 

 

Module Note: Designing Sustainable Service Models (606-031)

 

 

 

8

Commerce Bank (603-080)

Commerce Bank TN (605-031)

9

Innovation at Progressive (A) and (B) (602-175, 601-138)

Innovation at Progressive TN (602-127)

10

Orient-Express Hotels (603-024)

Orient-Express Hotels TN (606-106)

11

New Service Design Exercise (605-053)

See module note

12

Electric Maze Exercise (604-046)

Electric Maze Exercise TN (604-020)

13

Verizon: The Introduction of DSL (602-070)

Verizon: The Introduction of DSL TN (602-135)

14

Phase 0: Introducing New Services at IDEO (605-069)

See module note

15

Celebrity Cruises, Inc.: A Taste of Luxury (603-096)

Celebrity Cruises, Inc.: A Taste of Luxury TN (606-109)

16

Yum! Brands, Inc: A Corporate Do-Over (606-041)

Yum! Brands, Inc: A Corporate Do-Over TN (606-108)

17

Magazine Luiza: Building a Retail Model of "Courting the Poor" (606-048)

in process

18

Cleveland Clinic (607-013)

in process

19

New Service Design Project Presentations

See module note

 

 

 

Informing Service Management with Data Analysis

 

 

 

Module Note: Informing Service Management with Data Analysis (606-097)

  Data for module cases email me for latest statistical reviews
     

20

Introduction to Data Analysis

 

Simple Regression Mathematics (605-061)

21

Pilgrim Bank (A): Customer Profitability (602-104)

Pilgrim Bank (A): Customer Profitability TN (602-131)

Pilgrim Bank (A): Statistics Review with Data Desk (606-009)

22

Pilgrim Bank (B): Customer Retention (602-095)

Pilgrim Bank (B): Customer Retention TN (602-159)

Pilgrim Bank (B): Statistics Review with Data Desk (606-019)

23

Pilgrim Bank (C): Electronic Billpay (602-103)

Pilgrim Bank (C): Electronic Billpay TN (602-160)

Pilgrim Bank (C): Statistics Review with Data Desk (606-020)

24

Data Analysis Exercise (606-034)

 

See module note

25

Store24 (A): Managing Employee Retention (602-096)

Store24 TN (606-107)

Store24 (A): Statistics Review with Data Desk (606-036)

26

Store24 (B): Service Quality, Employee Skills (602-097)

Store24 TN (606-107)

Store24 (B): Statistics Review with Data Desk (606-037)

27

GuestFirst (A): Customer Loyalty (602-099)

GuestFirst Hotel TN (606-062)

GuestFirst (A): Statistics Review with Data Desk (606-038)

28

GuestFirst (B): Panel Data (602-111)

GuestFirst Hotel TN (606-062)

GuestFirst (B): Statistics Review with Data Desk (606-039)

29

Project and Module Review

 

See module note

 

 

 

Managing Change in Service Settings

 

 

 

30

Children's Hospital and Clinics (302-050)

Children's Hospital and Clinics TN (303-071)

31

Large Scale Change at The WSSC (603-056)

Large-scale Change at the WSSC TN (604-078)

32

Transformation at the IRS (603-010)

Transformation at the IRS TN (606-133)