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Senior Associate Dean and Professor of Service Management at the Harvard Business School

Professor Frances Frei is the Senior Associate Dean, Director of Faculty Planning and Recruiting and UPS Foundation Professor of Service Management at Harvard Business School. Her research investigates how organisations can more effectively design service excellence and has been published in top-tier journals such as Management Science and Harvard Business Review. She serves on the boards of advisors of several private companies.

“She describes her deepest calling as helping leaders to remove the “pebbles” that can grow into obstacles to performance”

[expand title=”In detail”] Frances received her PhD in operations and information management from the Wharton School at the University of Pennsylvania. She holds an ME in industrial engineering from Pennsylvania State University, and a BA in mathematics from the University of Pennsylvania. She has published dozens of case studies across a variety of industries, including financial services, government, retail, telecommunications, software and hospitality. These cases include Zipcar, eBay, Southwest Airlines, Tiffany’s, Houston Rockets, Commerce Bank, Progressive Insurance, Orient Express Hotels and Zappos, among others.[/expand]

[expand title=”What he offers you”]Frances advises organisations seeking to create greater value through their service experiences. Her advisory work focuses on helping companies to make strategic choices that allow them to profitably differentiate on service. She is celebrated for her ability to engage audiences and give organisations the insight and tools to dramatically improve performance.[/expand]

[expand title=”How he presents”]A highly sought-after speaker and advisor, Frances brings a level of wisdom and authenticity to conversations that compels audiences to action. [/expand]

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Topics

Leadership, Strategy and Service Design

Performance Management

Productivity, Profitability and Competitive Advantage

Publications

2012
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
2010
Market Heterogeneity and Local Capacity Decisions in Services

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