Professor Frances Frei is Harvard Business School's resident expert on service excellence. She is a leading authority on designing, leading and growing exceptional service companies, and the course she developed on Managing Service Operations is among the most popular classes in the business school's recent history. Widely recognized for her dynamism in the classroom, Frances describes her deepest calling as helping leaders to create impact and "remove the pebbles" that can grow into obstacles to performance. She has received teaching awards everywhere she has taught including the Wharton School of Business and Harvard Business School, where she has been given the MBA Class Award for teaching excellence several times. Frances works extensively with a wide range of organizations on creating and sustaining service excellence. Examples of companies where she has deep ties include Aetna, Apple, Bethpage Credit Union, Chik-fil-A, Commonwealth Financial, Comcast, CTAM Cable Association, Fidelity, Google, Kaiser Permanente, Nordea, Omnicom, Qualcomm, Royal Bank of Scotland, Service Management Group, Tech Data, Time Warner, Wells Fargo, and YPO.
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| Acknowledgments | |
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| Introduction If This is a Service Economy, Why am I Still on Hold? | |
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| Truth Number 1: You Can't be Good at Everything | |
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| Truth Number 2: Someone has to Pay for it | |
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| Truth Number 3: It's Not your Employees' Fault | |
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| Truth Number 4: You Must Manage your Customers | |
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| Now Multiply it all by Culture | |
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| Getting Bigger | |
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| Conclusion | |
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| Notes | |
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| Index | |
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| About the Authors | |
Professor Frances Frei is Harvard Business School's resident expert on service excellence. She is a leading authority on designing, leading and growing exceptional service companies, and the course she developed on Managing Service Operations is among the most popular classes in the business school's recent history. Widely recognized for her dynamism in the classroom, Frances describes her deepest calling as helping leaders to create impact and "remove the pebbles" that can grow into obstacles to performance. She has received teaching awards everywhere she has taught including the Wharton School of Business and Harvard Business School, where she has been given the MBA Class Award for teaching excellence several times. Frances works extensively with a wide range of organizations on creating and sustaining service excellence. Examples of companies where she has deep ties include Aetna, Apple, Bethpage Credit Union, Chik-fil-A, Commonwealth Financial, Comcast, CTAM Cable Association, Fidelity, Google, Kaiser Permanente, Nordea, Omnicom, Qualcomm, Royal Bank of Scotland, Service Management Group, Tech Data, Time Warner, Wells Fargo, and YPO.
Professor Frances Frei is Harvard Business School's resident expert on service excellence. She is a leading authority on designing, leading and growing exceptional service companies, and the course she developed on Managing Service Operations is among the most popular classes in the business school's recent history. Widely recognized for her dynamism in the classroom, Frances describes her deepest calling as helping leaders to create impact and "remove the pebbles" that can grow into obstacles to performance. She has received teaching awards everywhere she has taught including the Wharton School of Business and Harvard Business School, where she has been given the MBA Class Award for teaching excellence several times. Frances works extensively with a wide range of organizations on creating and sustaining service excellence. Examples of companies where she has deep ties include Aetna, Apple, Bethpage Credit Union, Chik-fil-A, Commonwealth Financial, Comcast, CTAM Cable Association, Fidelity, Google, Kaiser Permanente, Nordea, Omnicom, Qualcomm, Royal Bank of Scotland, Service Management Group, Tech Data, Time Warner, Wells Fargo, and YPO.
