Publications
Publications
- April 2006
- HBS Case Collection
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Abstract
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; Analytics and Data Science; Service Operations; Mathematical Methods; Value
Citation
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.