Background Note | HBS Case Collection | April 2006

Informing Service Management with Customer Data

by Frances X. Frei and Dennis Campbell


Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in decision-making while overcoming associated organizational resistance. Also addresses common pitfalls to designing and applying data analysis methods.

Keywords: Decision Making; Design; Data and Data Sets; Service Operations; Mathematical Methods; Value;


Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.