Frances Frei is the Senior Associate Dean for Executive Education and the UPS Foundation Professor of Service Management at the Harvard Business School. She is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business (Harvard Business Review Press). Her research examines how leaders create the context for organizations and individuals to thrive. She serves as a personal advisor to senior executives embarking on cultural change and organizational transformations.
Her work has been published in top-tier journals such as Management Science and Harvard Business Review and spans a wide variety of industries, including tech, retail, healthcare and global multi-brand organizations. She has published more than fifty case studies on companies ranging from eBay to Oracle to the Cleveland Clinic.
Professor Frei has been widely recognized for her dynamic teaching style. She developed one of the most popular courses at HBS, which investigates how organizations build business models that reliably delight customers. She also led the development of HBS’s innovative FIELD curriculum, which focuses on learning experiences that are experiential and immersive, with the goal of advancing the School's mission to develop leaders who make a difference in the world. She has also developed breakthrough leadership courses optimized for rapid, lasting impact. These include Why You Should Care: Creating a Culture of Excellence, Leadership Lessons from Ancient Rome, Women on Boards and The HR-Executive Suite Connection.
Professor Frei actively advises organizations on how to address issues of excellence, leadership, and strategy. She works regularly with family businesses on the challenges of growth, succession planning, and the development of next-generation leaders. Her recent focus includes increasing the diversity of organizations as a means to significantly enhance organizational performance.
Professor Frei serves on the Board of Directors of Blue Buffalo and Viewpost. She has a significant personal and professional investment in GenePeeks, a computational genomics company with a mission to protect future generations from life-altering and life-threatening diseases. She received her Ph.D. in Operations and Information Management from the Wharton School. She holds an M.E. in Industrial Engineering from Pennsylvania State University, and a B.A. in Mathematics from the University of Pennsylvania.