Exercise | March 2008

Exercise: Challenging Operational Assumptions

by Frances X. Frei


This exercise provides students with an opportunity to thoroughly test an operating assumption. Students state an assumption as a testable hypothesis, collect and analyze relevant data, and communicate the results. At HBS, it is incorporated in a second-year elective taught in a module devoted to utilizing customer-operators to improve service operations (HBS 608-135). The exercise is taught in three parts: in-class workshop, project presentation, and post-exercise poll.

Keywords: Customers; Employees; Knowledge Acquisition; Knowledge Use and Leverage; Service Operations; Performance Improvement;


Frei, Frances X. "Exercise: Challenging Operational Assumptions." Harvard Business School Exercise 608-128, March 2008.