Course Overview Note | April 2006 (Revised April 2008)

Managing Service Operations: Understanding the Customer Operating Role

by Frances X. Frei

Abstract

Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing customer-operators. The second module, Service Design in the Context of Customer-Operators, adresses the design and management of service operations with significant customer operating roles. The third module, Improvement with Customer-Operators, addresses how firms can systematically leverage customer-operators in the organizational improvement process.

Keywords: Service Operations;

Citation:

Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)