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  • April 2006 (Revised April 2008)
  • Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

By: Frances X. Frei
  • Format:Print
  • | Pages:24
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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.)​

About The Author

Frances X. Frei

Technology and Operations Management
→More Publications

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    • July 2022
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    Bringing Ideas to Life: The Story of Paul English

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    Debbie Millman: Designing a Meaningful Life

    By: Francesca Gino, Frances X. Frei and Anne Morriss
    • June 2022 (Revised November 2022)
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    Larry Miller

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More from the Author
  • Bringing Ideas to Life: The Story of Paul English By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
  • Debbie Millman: Designing a Meaningful Life By: Francesca Gino, Frances X. Frei and Anne Morriss
  • Larry Miller By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
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