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Exercise
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2008
Exercise: Challenging Operational Assumptions
by
Frances X. Frei
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Abstract
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;