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Frances X. Frei

Frances X. Frei

UPS Foundation Professor of Service Management

UPS Foundation Professor of Service Management

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Frances Frei is a Professor of Technology and Operations Management at Harvard Business School. Her research investigates how leaders create the conditions for organizations and individuals to thrive by designing for excellence in strategy, operations and culture. She regularly advises senior executives embarking on large-scale change initiatives and organizational transformation, including embracing diversity and inclusion as a lever for significantly improving performance.

A global thought leader on leadership and strategy, Frances is widely recognized for her dynamic teaching style and breakthrough courses optimized for rapid, lasting impact. She developed one of the most popular classes at HBS, which explores business models that reliably delight customers. She also led the design and launch of HBS’s innovative FIELD curriculum built around learning experiences that are experiential and immersive.

While at HBS, Frances has held extensive leadership roles including Senior Associate Dean for faculty development and recruiting, for executive education, and faculty chair for the MBA required curriculum. Within each of these roles, Frances led significant change efforts. Highlights including addressing the gender gap in satisfaction and performance for students and faculty and broadening the reach of executive education to incorporate the evolving needs of executives and their organizations.  This includes enhancing our off-campus program as well as using our state-of-the art HBX studio on campus.

In 2017, Frances was tapped to be Uber's first Senior Vice President of Leadership and Strategy with a mandate to help the company navigate its very public crisis in leadership and culture. In her ongoing work with Uber, she has focused on giving thousands of employees the tools to excel in a context of hyper-growth, strategic change, and an evolution in cultural values.

Her firsthand experience in Silicon Valley gave her a new lens on the urgent topic of trust, and in May 2018, Frances delivered a widely-viewed TED talk on ‘How to build (and rebuild) trust.’  This powerful framework delivers a crash course on stakeholder trust:  how to build it, maintain it and restore it when lost.

Frances is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business. She and her co-author Anne Morriss published their second book, Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, in June 2020.

She holds a Ph.D. in Operations and Information Management from the Wharton School at the University of Pennsylvania.

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Technology and Operations Management
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Frances X. Frei
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Technology and Operations Management
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Featured Work Publications Research Summary Teaching Awards & Honors
Unleashed
The Unapologetic Leader's Guide to Empowering Everyone Around You

When leaders seek out advice, they’re often told to fix themselves. Should they?

When leaders want to improve, they will find no shortage of ideas to help them. They’re told to identify and develop their natural-born strengths, mine failures for insights into what to change, and work to correct real or perceived career-limiting deficiencies.

In Unleashed, Frances Frei and Anne Morriss argue that this popular leadership advice glosses over the most important thing you do as a leader: Build others up. Leadership isn’t about you. It’s about how effective you are at empowering other people—and making sure that this impact endures even in your absence.

Unleashed​ provides radical advice for the practice of leadership today. Showing how the boldest, most effective leaders use a special combination of trust, love, and belonging to create spaces where other people can excel, Frances and Anne offer practical, battle-tested tools—based on their work in companies such as Uber, Riot Games, and others—along with interviews and stories from their own personal experience to make these ideas come alive.

This book is your indispensable guide for unleashing greatness in other people and, ultimately, in yourself.

Uncommon Service
How to Win by Putting Customers at the Core of Your Business
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

• How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

• How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

• How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

• How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
How to Build (and Rebuild) Trust

Trust is the foundation for everything we do. But what do we do when it's broken? In an eye-opening talk, Harvard Business School professor Frances Frei gives a crash course in trust: how to build it, maintain it and rebuild it -- something she worked on during a recent stint at Uber. "If we can learn to trust one another more, we can have unprecedented human progress," Frei says.

The Four Things a Service Business Must Get Right

All successful firms must design a compelling offering and manage the workforce to deliver it at an attractive price. But service firms must do even more: deal with the frustrating fact that their customers can wreak havoc on service quality and costs. Align these key elements: service offering, funding mechanism, employee management and customer management to get it right.

Frances Frei is a Professor of Technology and Operations Management at Harvard Business School. Her research investigates how leaders create the conditions for organizations and individuals to thrive by designing for excellence in strategy, operations and culture. She regularly advises senior executives embarking on large-scale change initiatives and organizational transformation, including embracing diversity and inclusion as a lever for significantly improving performance.

A global thought leader on leadership and strategy, Frances is widely recognized for her dynamic teaching style and breakthrough courses optimized for rapid, lasting impact. She developed one of the most popular classes at HBS, which explores business models that reliably delight customers. She also led the design and launch of HBS’s innovative FIELD curriculum built around learning experiences that are experiential and immersive.

While at HBS, Frances has held extensive leadership roles including Senior Associate Dean for faculty development and recruiting, for executive education, and faculty chair for the MBA required curriculum. Within each of these roles, Frances led significant change efforts. Highlights including addressing the gender gap in satisfaction and performance for students and faculty and broadening the reach of executive education to incorporate the evolving needs of executives and their organizations.  This includes enhancing our off-campus program as well as using our state-of-the art HBX studio on campus.

In 2017, Frances was tapped to be Uber's first Senior Vice President of Leadership and Strategy with a mandate to help the company navigate its very public crisis in leadership and culture. In her ongoing work with Uber, she has focused on giving thousands of employees the tools to excel in a context of hyper-growth, strategic change, and an evolution in cultural values.

Her firsthand experience in Silicon Valley gave her a new lens on the urgent topic of trust, and in May 2018, Frances delivered a widely-viewed TED talk on ‘How to build (and rebuild) trust.’  This powerful framework delivers a crash course on stakeholder trust:  how to build it, maintain it and restore it when lost.

Frances is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business. She and her co-author Anne Morriss published their second book, Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, in June 2020.

She holds a Ph.D. in Operations and Information Management from the Wharton School at the University of Pennsylvania.

Featured Work
Unleashed
The Unapologetic Leader's Guide to Empowering Everyone Around You

When leaders seek out advice, they’re often told to fix themselves. Should they?

When leaders want to improve, they will find no shortage of ideas to help them. They’re told to identify and develop their natural-born strengths, mine failures for insights into what to change, and work to correct real or perceived career-limiting deficiencies.

In Unleashed, Frances Frei and Anne Morriss argue that this popular leadership advice glosses over the most important thing you do as a leader: Build others up. Leadership isn’t about you. It’s about how effective you are at empowering other people—and making sure that this impact endures even in your absence.

Unleashed​ provides radical advice for the practice of leadership today. Showing how the boldest, most effective leaders use a special combination of trust, love, and belonging to create spaces where other people can excel, Frances and Anne offer practical, battle-tested tools—based on their work in companies such as Uber, Riot Games, and others—along with interviews and stories from their own personal experience to make these ideas come alive.

This book is your indispensable guide for unleashing greatness in other people and, ultimately, in yourself.

Uncommon Service
How to Win by Putting Customers at the Core of Your Business
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

• How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

• How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

• How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

• How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
How to Build (and Rebuild) Trust

Trust is the foundation for everything we do. But what do we do when it's broken? In an eye-opening talk, Harvard Business School professor Frances Frei gives a crash course in trust: how to build it, maintain it and rebuild it -- something she worked on during a recent stint at Uber. "If we can learn to trust one another more, we can have unprecedented human progress," Frei says.

The Four Things a Service Business Must Get Right

All successful firms must design a compelling offering and manage the workforce to deliver it at an attractive price. But service firms must do even more: deal with the frustrating fact that their customers can wreak havoc on service quality and costs. Align these key elements: service offering, funding mechanism, employee management and customer management to get it right.

Books
  • Frei, Frances X., and Anne Morriss. Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You. Boston: Harvard Business Review Press, 2020. View Details
  • Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012. View Details
Journal Articles
  • Frei, Frances, and Anne Morriss. "Trust: The Foundation of Leadership." Leader to Leader 99 (Winter 2021): 20–25. View Details
  • Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488. View Details
  • Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607. View Details
  • Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.) View Details
  • Morriss, Anne, Robin J. Ely, and Frances X. Frei. "Stop Holding Yourself Back." Harvard Business Review 89, nos. 1-2 (January–February 2011). View Details
  • Campbell, Dennis, and Frances X. Frei. "The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel." Management Science 56, no. 1 (January 2010): 4–24. (Lead Article.) View Details
  • Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.) View Details
  • Frei, Frances X. "The Four Things a Service Business Must Get Right." Harvard Business Review 86, no. 4 (April 2008). View Details
  • Frei, Frances X. "Breaking the Trade-Off Between Efficiency and Service." Harvard Business Review 84, no. 11 (November 2006): 92–101. View Details
  • Campbell, Dennis, and Frances X. Frei. "The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm." Journal of Service Research 7, no. 2 (November 2004). View Details
  • Frei, Frances X. "Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior." Harvard Management Update 8, no. 3 (March 2003). View Details
  • Hitt, L., and F. Frei. "Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking." Management Science 48, no. 6 (June 2002): 732–748. View Details
  • Frei, Frances X., and Y. Moon. "Web Self-Service Can Be Self-Defeating." American Banker (May 26, 2000). View Details
  • Moon, Y., and F. Frei. "Exploding the Self-Service Myth." Harvard Business Review 78, no. 3 (May–June 2000): 26–27. View Details
  • Frei, F., R. Kalakota, A. Leone, and L. Marx. "Process Variation as a Determinant of Bank Performance: Evidence from the Retail Banking Study." Management Science 45, no. 9 (September 1999): 1210–1220. View Details
  • Frei, F., and P. Harker. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking." Journal of Service Research 1, no. 4 (August 1999): 300–312. View Details
  • Frei, Frances X., and Patrick T. Harker. "Measuring Aggregate Process Performance Using AHP." European Journal of Operational Research 116, no. 2 (16 July 1999): 436–442. View Details
  • Frei, F., and P. Harker. "Projections onto Efficient Frontiers: Theoretical and Computational Extensions to DEA." Journal of Productivity Analysis 11, no. 3 (June 1999): 275–300. View Details
  • Metters, R., F. Frei, and V. Vargas. "Measurement of Multiple Sites in Service Firms with Data Envelopment Analysis." Production and Operations Management 8, no. 3 (Fall 1999): 264–281. View Details
Book Chapters
  • Campbell, Dennis, and Frances X. Frei. "Cost Structure Patterns in the Asset Management Industry." Chap. 8 in Operational Control in Asset Management: Processes and Costs, edited by Michael Pinedo, 154–168. Denmark: SimCorp StrategyLab, 2010. View Details
  • Frei, Frances X., and Patrick T. Harker. "Value Creation and Process Management: Evidence from Retail Banking." In Creating Value in Financial Services, edited by E. Melnick, P. Nayyar, M. Pinedo, and S. Seshadri. Kluwer Academic Publishers, 2000. View Details
  • Frei, F., P. Harker, and L. Hunter. "Inside the Black Box: What Makes a Bank Efficient." In Financial Institutions: Efficiency, Innovation, Regulation, edited by P. Harker and S. Zenios. Cambridge: Cambridge University Press, 2000. View Details
  • Hitt, Lorin M., Frances X. Frei, and Patrick T. Harker. "How Financial Firms Decide on Technology." In Brookings Wharton Papers on Financial Services, 1999, edited by Robert E. Litan and Anthony M. Santomero, 93–146. Washington, D.C.: Brookings Institution Press, 1999. View Details
  • Frei, F., P. Harker, and L. Hunter. "Retail Banking." In U.S. Industry in 2000: Studies in Competitive Performance, edited by David Mowrey. Washington, D.C.: National Academy Press, 1999. View Details
  • Kalakota, R., and F. Frei. "Frontiers of Online Financial Services." Chap. 2 in Banking and Finance on the Internet, edited by M. Cronin, 19–74. New York: Van Nostrand Reinhold, 1997. View Details
Working Papers
  • Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.) View Details
Cases and Teaching Materials
  • Gino, Francesca, Frances X. Frei, Hise Gibson, and Alicia Dadlani. "Larry Miller." Harvard Business School Case 922-041, June 2022. (Revised November 2022.) View Details
  • Moon, Youngme, Frances X. Frei, and F. Katelynn Boland. "Bringing Ideas to Life: The Story of Paul English." Harvard Business School Multimedia/Video Case 322-709, July 2022. (Click here to access this case.) View Details
  • Gino, Francesca, Frances X. Frei, and Anne Morriss. "Debbie Millman: Designing a Meaningful Life." Harvard Business School Multimedia/Video Case 922-703, June 2022. View Details
  • Frei, Frances X., Francesca Gino, and Youngme Moon. "Zeynep Ton: The Good Jobs Strategy." Harvard Business School Teaching Note 921-027, May 2021. View Details
  • Gino, Francesca, and Frances X. Frei. "Zeynep Ton: The Good Jobs Strategy." Harvard Business School Multimedia/Video Case 921-703, April 2021. View Details
  • Frei, Frances X., Francesca Gino, and Youngme Moon. "Bozoma Saint John: Leading with Authenticity and Urgency." Harvard Business School Teaching Note 921-024, June 2021. View Details
  • Gino, Francesca, and Frances X. Frei. "Bozoma Saint John: Leading with Authenticity and Urgency." Harvard Business School Multimedia/Video Case 921-708, June 2021. View Details
  • Gino, Francesca, Frances X. Frei, and Youngme Moon. "Megan Ming Francis: Leadership and Racial Injustice." Harvard Business School Teaching Note 921-025, May 2021. View Details
  • Gino, Francesca, and Frances X. Frei. "Megan Ming Francis: Leadership and Racial Injustice." Harvard Business School Multimedia/Video Case 921-701, May 2021. View Details
  • Gino, Francesca, Youngme Moon, Frances X. Frei, and Anne Morriss. "Emma Dench: Leadership and Ancient Rome." Harvard Business School Teaching Note 921-026, February 2021. View Details
  • Gino, Francesca, and Frances X. Frei. "Emma Dench: Leadership and Ancient Rome." Harvard Business School Multimedia/Video Case 921-702, February 2021. View Details
  • Frei, Frances X., and Robin J. Ely. "Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)." Harvard Business School Multimedia/Video Case 612-701, January 2013. View Details
  • Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012. View Details
  • Frei, Frances X., and Matthew Todd Perlberg. "Discovering Hidden Gems: The Story of Daryl Morey, Shane Battier, and the Houston Rockets (A)." Harvard Business School Case 610-038, November 2009. (Revised September 2010.) View Details
  • Frei, Frances X., and Matthew Todd Perlberg. "Discovering Hidden Gems: The Story of Daryl Morey, Shane Battier, and the Houston Rockets (B)." Harvard Business School Supplement 610-039, November 2009. (Revised September 2010.) View Details
  • Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.) View Details
  • Frei, Frances X. "BigEast Bank (A): Credit Card Approval (CW)." Harvard Business School Spreadsheet Supplement 608-716, March 2008. View Details
  • Frei, Frances X., Amy C. Edmondson, and Christine Harris-Van Keuren. "Cleveland Clinic (TN)." Harvard Business School Teaching Note 608-124, March 2008. (Revised April 2008.) View Details
  • Frei, Frances X., and Christine van Keuren. "Exercise: Challenging Operational Assumptions." Harvard Business School Teaching Note 608-129, April 2008. View Details
  • Frei, Frances X. "Exercise: Challenging Operational Assumptions." Harvard Business School Exercise 608-128, March 2008. View Details
  • Frei, Frances X. "Exercise: Customer-Operator Letter Writing." Harvard Business School Exercise 608-126, April 2008. View Details
  • Frei, Frances X. "Exercise: Customer-Operator Letter Writing (TN)." Harvard Business School Teaching Note 608-127, April 2008. View Details
  • Frei, Frances X. "First Union Corporation (A): Future Bank (TN)." Harvard Business School Teaching Note 608-049, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X. "GuestFirst Hotel (A) and (B) (CW)." Harvard Business School Spreadsheet Supplement 608-714, March 2008. View Details
  • Frei, Frances X., and Dennis Campbell. "Improvement with Customer-Operators." Harvard Business School Module Note 608-135, April 2008. View Details
  • Frei, Frances X. "Introduction to Data Analysis with Data Desk." Harvard Business School Background Note 608-154, April 2008. View Details
  • Frei, Frances X., and Dennis Campbell. "Managing Service Operations: The Managerial Research Design Process." Harvard Business School Teaching Note 608-155, April 2008. View Details
  • Frei, Frances X. "New Service Design Exercise (TN)." Harvard Business School Teaching Note 608-132, April 2008. View Details
  • Frei, Frances X. "Orient-Express Hotels (TN)." Harvard Business School Teaching Note 608-059, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X. "Pilgrim Bank (A), (B) and (C) (CW)." Harvard Business School Spreadsheet Supplement 608-715, March 2008. View Details
  • Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (A): Customer Profitability (TN)." Harvard Business School Teaching Note 608-115, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X. "Pilgrim Bank (A): Statistics Review with Data Desk." Harvard Business School Teaching Note 608-095, January 2008. View Details
  • Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention (TN)." Harvard Business School Teaching Note 608-116, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X. "Pilgrim Bank (B): Statistics Review with Data Desk." Harvard Business School Teaching Note 608-096, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (C): Electronic Billpay (TN)." Harvard Business School Teaching Note 608-117, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X. "Pilgrim Bank (C): Statistics Review with Data Desk." Harvard Business School Teaching Note 608-097, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008. View Details
  • Frei, Frances X. "Store24 (A) and (B) (CW)." Harvard Business School Spreadsheet Supplement 608-713, March 2008. View Details
  • Frei, Frances X., and Amy C. Edmondson. "Transformation at the IRS (TN)." Harvard Business School Teaching Note 608-057, January 2008. (Revised April 2008.) View Details
  • Frei, Frances X., Amy C. Edmondson, Christine van Keuren, and Eliot Sherman. "Cleveland Clinic." Harvard Business School Case 607-143, May 2007. (Revised September 2007.) View Details
  • Frei, Frances X. "Commerce Bank (TN)." Harvard Business School Teaching Note 608-058, September 2007. (Revised April 2008.) View Details
  • Frei, Frances X., and Christine van Keuren. "Dell Computers (B): The Transition." Harvard Business School Supplement 607-081, March 2007. (Revised August 2007.) View Details
  • Frei, Frances X. "Dell Computers: Field Service for Corporate Clients (A) and Transition (B) (TN)." Harvard Business School Teaching Note 608-046, July 2007. (Revised April 2008.) View Details
  • Frei, Frances X. "Gateway: Moving Beyond the Box (TN)." Harvard Business School Teaching Note 608-050, July 2007. (Revised April 2008.) View Details
  • Frei, Frances X. "Innovation at Progressive (TN) (A) & (B)." Harvard Business School Teaching Note 608-044, July 2007. (Revised April 2008.) View Details
  • Frei, Frances X. "Rapid Rewards at Southwest Airlines (TN)." Harvard Business School Teaching Note 608-048, July 2007. (Revised April 2008.) View Details
  • Frei, Frances X. "Tiffany & Co. (TN)." Harvard Business School Teaching Note 608-042, July 2007. (Revised April 2008.) View Details
  • Frei, Frances X., and Amy C. Edmondson. "Verizon: The Introduction of DSL (TN)." Harvard Business School Teaching Note 608-056, September 2007. (Revised April 2008.) View Details
  • Frei, Frances X., Chekitan S. Dev, and Laure Mougeot Stroock. "Westin Hotels and Resorts: Operations of a Lifestyle Experience." Harvard Business School Case 607-129, May 2007. View Details
  • Frei, Frances X. "Zipcar: Influencing Customer Behavior (TN)." Harvard Business School Teaching Note 608-041, July 2007. (Revised April 2008.) View Details
  • Frei, Frances X. "Celebrity Cruises, Inc.: A Taste of Luxury (TN)." Harvard Business School Teaching Note 606-109, March 2006. (Revised April 2008.) View Details
  • Frei, Frances X. "Conceptualizing the Customer Operating Role." Harvard Business School Module Note 606-032, March 2006. (Revised April 2008.) View Details
  • Frei, Frances X. "Customer-Introduced Variability in Service Operations." Harvard Business School Background Note 606-063, March 2006. View Details
  • Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006. View Details
  • Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (TN) (A) and (B)." Harvard Business School Teaching Note 606-062, March 2006. (Revised April 2008.) View Details
  • Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006. View Details
  • Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006. View Details
  • Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)​ View Details
  • Frei, Frances X., and Dennis Campbell. "Store24 (TN) (A) and (B)." Harvard Business School Teaching Note 606-107, March 2006. (Revised April 2008.) View Details
  • Frei, Frances X., and Amy C. Edmondson. "YUM! Brands, Inc: A Corporate Do-Over (TN)." Harvard Business School Teaching Note 606-108, April 2006. (Revised April 2008.) View Details
  • Frei, Frances X. "Data Analysis Exercise." Harvard Business School Exercise 606-034, August 2005. (Revised March 2006.) View Details
  • Frei, Frances X. "GuestFirst Hotel (A): Statistics Review with Data Desk (TN)." Harvard Business School Teaching Note 606-038, August 2005. (Revised April 2008.) View Details
  • Frei, Frances X. "GuestFirst Hotel (B): Statistics Review with Data Desk (TN)." Harvard Business School Teaching Note 606-039, August 2005. (Revised April 2008.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Letter Writing Exercise." Harvard Business School Exercise 605-056, January 2005. (Revised August 2007.) View Details
  • Frei, Frances X., and Ricardo Reisen de Pinho. Magazine Luiza: Building a Retail Model of "Courting the Poor". Harvard Business School Case 606-048, October 2005. (Revised December 2006.) View Details
  • Frei, Frances X. "New Service Design Exercise." Harvard Business School Exercise 605-053, January 2005. (Revised March 2008.) View Details
  • Frei, Frances X., and Dennis Campbell. "Simple Regression Mathematics." Harvard Business School Background Note 605-061, February 2005. (Revised March 2005.) View Details
  • Frei, Frances X. "Store24 (A): Statistics Review with Data Desk (TN)." Harvard Business School Teaching Note 606-036, August 2005. (Revised April 2008.) View Details
  • Frei, Frances X. "Store24 (B): Statistics Review with Data Desk (TN)." Harvard Business School Teaching Note 606-037, August 2005. (Revised April 2008.) View Details
  • Frei, Frances X., and Dennis Campbell. "Using Data Desk for Statistical Analysis." Harvard Business School Background Note 605-060, February 2005. (Revised November 2006.) View Details
  • Frei, Frances X., Amy C. Edmondson, James Weber, and Eliot Sherman. "Yum! Brands, Inc: A Corporate Do-Over." Harvard Business School Case 606-041, September 2005. (Revised January 2006.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Zipcar: Influencing Customer Behavior." Harvard Business School Case 605-054, January 2005. (Revised June 2005.) View Details
  • Frei, Frances X. "Capitalizing on the Power of the Customer." Boston: Harvard Business School Publishing Class Lecture, 2004. Electronic. (Faculty Lecture: HBSP Product Number 9-824-XC.) View Details
  • Frei, Frances X., Corey B. Hajim, and Christian Hempell. "Celebrity Cruises, Inc.: A Taste of Luxury." Harvard Business School Case 603-096, April 2003. (Revised September 2005.) View Details
  • Frei, Frances X., Brian Corbett, Mark Partin, and Daniel Rethazy. "Abercrombie & Kent." Harvard Business School Case 603-002, September 2002. View Details
  • Frei, Frances X., and Corey B. Hajim. "Commerce Bank." Harvard Business School Case 603-080, December 2002. (Revised October 2006.) View Details
  • Frei, Frances X. "Creating New Services, Module Overview Note TN." Harvard Business School Teaching Note 602-178, May 2002. (Revised September 2002.) View Details
  • Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "eBay (B): Combating Fraud ." Harvard Business School Case 602-152, April 2002. (Revised July 2002.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "eBay (C): PayPal Merger." Harvard Business School Case 603-042, August 2002. View Details
  • Frei, Frances X. "eBay: The Customer Marketplace (A) and Combating Fraud (B) (TN)." Harvard Business School Teaching Note 602-126, April 2002. (Revised March 2008.) View Details
  • Frei, Frances X., and Dennis Campbell. "Economics of Retail Banking Note." Harvard Business School Background Note 602-153, April 2002. (Revised March 2006.) View Details
  • Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Great Dakota Bank: Online Banking." Harvard Business School Case 603-011, August 2002. (Revised June 2006.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Innovation at Progressive (A): Pay-As-You-Go Insurance." Harvard Business School Case 602-175, February 2004. (Revised from original May 2002 version.) View Details
  • Frei, Frances X., Daniel Rethazy, and Corey B. Hajim. "Intrawest Corporation." Harvard Business School Case 603-001, September 2002. (Revised January 2003.) View Details
  • Frei, Frances X., and Corey B. Hajim. "Orient-Express Hotels." Harvard Business School Case 603-024, September 2002. (Revised October 2002.) View Details
  • Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Transformation at the IRS." Harvard Business School Case 603-010, September 2002. (Revised November 2002.) View Details
  • Frei, Frances X., and Dennis Campbell. "BigEast Bank (A): Credit Card Approval." Harvard Business School Case 602-098, November 2001. (Revised August 2005.) View Details
  • Frei, Frances X., Daniel Rethazy, and Hanna Rodriguez-Farrar. Club Med (C): The "Re-New" Plan. Harvard Business School Case 602-089, October 2001. (Revised November 2001.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "eBay (A): The Customer Marketplace." Harvard Business School Case 602-071, August 2001. (Revised September 2005.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "FleetBoston Financial: Online Banking TN." Harvard Business School Teaching Note 601-088, January 2001. (Revised May 2002.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Fraud Prevention at Omni Bank." Harvard Business School Case 602-068, September 2001. (Revised July 2002.) View Details
  • Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (A): Customer Loyalty." Harvard Business School Case 602-099, November 2001. (Revised October 2017.) View Details
  • Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (B): Taking Advantage of Panel Data." Harvard Business School Supplement 602-111, November 2001. (Revised October 2017.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Innovation at Progressive (B): Homeowners Insurance." Harvard Business School Case 601-138, June 2001. (Revised April 2004.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Innovation at Progressive (C): Auto Repair." Harvard Business School Case 601-139, June 2001. (Revised May 2002.) View Details
  • Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.) View Details
  • Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (A): Customer Profitability." Harvard Business School Case 602-104, October 2001. (Revised October 2017.) View Details
  • Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention." Harvard Business School Supplement 602-095, October 2001. (Revised October 2017.) View Details
  • Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (C): Electronic Billpay." Harvard Business School Supplement 602-103, October 2001. (Revised October 2017.) View Details
  • Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.) View Details
  • Frei, Frances X., and Dennis Campbell. "Store24 (A): Managing Employee Retention." Harvard Business School Case 602-096, October 2001. (Revised October 2017.) View Details
  • Frei, Frances X., and Dennis Campbell. "Store24 (B): Service Quality and Employee Skills." Harvard Business School Supplement 602-097, November 2001. (Revised October 2017.) View Details
  • Frei, Frances X., David Margalit, and Amanda Yelsh. "Vicinity Corporation: Turning Web Traffic into Store Traffic." Harvard Business School Case 602-031, August 2001. (Revised November 2001.) View Details
  • Frei, Frances X., Hanna Rodriguez-Farrar, and Corey B. Hajim. "Virgin Group, The: Filling in the Value Gap." Harvard Business School Case 602-057, September 2001. (Revised October 2002.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "FleetBoston Financial: Online Banking." Harvard Business School Case 601-042, November 2000. (Revised May 2002.) View Details
  • Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Gateway: Moving Beyond the Box." Harvard Business School Case 601-038, July 2000. (Revised May 2002.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Oracle Corporation." Harvard Business School Case 601-043, November 2000. (Revised May 2002.) View Details
  • Frei, Frances X., and Hanna Rodriguez-Farrar. "Oracle Corporation TN." Harvard Business School Teaching Note 601-089, December 2000. (Revised May 2002.) View Details
Other Publications and Materials
  • Frei, Frances X., and Felix Oberholzer-Gee. "Better, Simpler Strategy." Baker Library, Boston, September 2017. View Details
Research Summary
Organizational Effectiveness
This research studies the obstacles that systematically get in the way of organizational effecitiveness.  In the past I have paid particular attention to service organizations, which account for over 70% of organizations in most developed countries.  This research studies mature organizations as well as early stage ventures.  I am currently investigating two periods in an organizations lifecycle: rapid growth and turbulent times.
Keywords: Organizational Effectiveness; Organizations; Entrepreneurship; Service; Growth; Management
Individual Effectiveness
This research investigates how to create the conditions for individuals to thrive.  The work is guided by the observation that individauls and organizations have the opportunity to vastly enhance individual effectiveness.
Keywords: Individual; Effective Leadership In Turbulaent Times
Women's Leadership
This research studies how orgnaizations can more effectively create the conditions for women to thrive in equal proportion to men.
Keywords: Gender; Organization Behavior
Managing Service Operations Course Development
Managing Service Operations is an Elective Curriculum course taught at HBS. Over thirty cases and exercises have been created for the course. For a list of the cases developed for this course, please see the Publications link below.  For the most recent syllabus, click here: MSO Syllabus.

Managing the Operating Role of Customers
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the service experience can rely heavily on accommodating that variability. However, operational efficiency typically demands reducing variability. This research explores the challenge of managing the tradeoff between operational efficiency and service value, providing prescriptions for how to mitigate its effects through influencing customer behavior. See HBS 606-032 for a detailed discussion of managing the operating role of customers.
Service Excellence by Design
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see HBS 606-031 for a detailed discussion of these design principles):

  • Ground the service offering in specific service attributes.
  • Build an explicit mechanism for funding the service offering.
  • Set employees up to reasonably deliver the service offerings value.

Managing Customer Information
After a service offering is implemented, firms routinely collect significant amounts of data, including customer, employee, and firm financial data. However, service firms are not nearly as effective as they could be in taking advantage of these data. This research argues that a major shift in mindset is required before many organizations can effectively generate actionable insights from readily available data. See HBS 606-097 for a framework for approaching service management problems that can be informed by data analysis.
How to Manage Customers for Increased Profits and Customer Satisfaction
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. In these instances, firms need to design and manage customer involvement explicitly. By cultivating the appropriate environment, firms can harness customer efforts to the advantage of both the firm and customer. By not carefully managing this, however, firms can experience escalating costs in the face of eroding satisfaction.
Teaching
Technology and Operations Management

This course enables students to develop the skills and concepts needed to ensure the ongoing contribution of a firm's operations to its competitive position. It helps them to understand the complex processes underlying the development and manufacture of products as well as the creation and delivery of services.

Topics encompass:

  • Process analysis
  • Cross-functional and cross-firm integration
  • Product development
  • Information technology
  • Technology and operations strategy
Leading Difference

Leading Difference fundamentally challenges our view of the type of leadership that is needed in a world that is increasingly divided and in organizations that are increasingly diverse. Inclusion, in such a world, is an organizational advantage that is fundamental to our core mandate as leaders. The course will provide tools, pattern recognition, and perspective intended to help you navigate difference successfully in your career and to build and lead organizations that are truly inclusive.

This course seeks to bring increased empathy and clarity to the discussion of workforce differences. This course will introduce a new definition of inclusive leadership: Leadership is about making other people better as a result of our presence in a way that lasts into our absence.

With this definition at this core, the course will take students on a journey of the key ingredients that are needed for this type of leadership to be effective. In our presence, as leaders we need to engender trust, empower others, and create the conditions for more and more varied people to thrive. In our absence, we need to be thoughtful about strategy and culture. For each key ingredient, we will explore concrete strategies we can embrace as leaders. For instance, to be truly inclusive we need to act as brokers, leveraging our experiences to help others understand their differences and have productive conversations across divides. And we’ll also explore the implications of getting the recipe right: when we create inclusive environments, collaboration occurs more easily, and respect becomes a basic ingredient baked into every interaction.

This is a general leadership course and as such will not, for example, provide all of the specialized skills a D&I leader may require.

Strategy

The objective of this course is to help students develop the skills for formulating strategy. It provides an understanding of:

  • A firm's operative environment and how to sustain competitive advantage.
  • How to generate superior value for customers by designing the optimum configuration of the product mix and functional activities.
  • How to balance the opportunities and risks associated with dynamic and uncertain changes in industry attractiveness and competitive position.

Students learn to:

  • Develop a mastery of a body of analytical tools and the ability to take an integrative point of view.
  • Use these tools to perform in-depth analyses of industries and competitors, predict competitive behavior, and analyze how firms develop and sustain competitive advantage over time.

Particular attention is paid to competitive positioning; understanding comparative costs; and addressing issues such as cannibalization, network externalities, and globalization.

Why You Should Care: Creating the Conditions for of Excellence

CCE explores how to identify and overcome the barriers to personal and professional excellence. Through a series of case studies we will investigate the common challenges that hinder even the most effective organizations and individuals as they intersect with these structures. A belief in or curiosity about the personal point of view is required as we assess how to belong to and lead organizations.

Managing Service Operations

Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.

Career Focus

Managing Service Operations investigates how to design and manage firms to achieve sustainable service excellence. Service excellence is sustained when value is created for owners, employees, and customers. This course is appropriate for those planning to work in service firms and for those working in companies that analyze or provide support to service businesses, such as consulting or venture capital firms. The course has a strong emphasis on consumer services, with only modest attention to business services.

Educational Objectives

The course explores how managers can influence customers, employees, and service designs to create and capture value. Through exposure to a wide range of industries (e.g., financial services, government, health care, hospitality, and retail) students will gain tangible lessons from each class that they can use in a broader context.

Field Immersion Experiences in Leadership Development
HBS students have traditionally been immersed in a case-study method that has encouraged them to think like leaders. As a part of the school’s recent curriculum innovation, Field Immersion Experiences for Leadership Development (FIELD) gives students meaningful opportunities to act like leaders, translating their ideas into practice. FIELD is a required first-year course that spans a full academic year, divided into three parts: leadership intelligence (FIELD 1), global intelligence (FIELD 2), and integrative intelligence (FIELD 3). 
Related Link: http://www.hbs.edu/mba/academic-experience/FIELD/Pages/default.aspx
Awards & Honors
Received multiple HBS Student Association Faculty Teaching Awards.
Additional Information
  • Working Knowledge Articles
  • LinkedIn
Areas of Interest
  • corporate culture
  • customer behavior
  • gender
  • service management
  • strategy
  • Additional Topics
  • Toyota production system
  • consumer behavior
  • corporate culture
  • customer focus
  • customer profitability analysis
  • customer relationship management
  • customer satisfaction
  • diversity
  • education
  • employee relationship management
  • executive development
  • family business
  • general management
  • government and business
  • health care quality
  • leadership development
  • leading change
  • management processes
  • management styles
  • marketing
  • nonprofit
  • operations strategy
  • organizational behavior
  • organizational change and transformation
  • organizational learning
  • performance management
  • process improvement
  • professional service firms
  • service operations
  • service quality
  • social enterprise
  • strategy
  • tradeoffs
  • value profit chain
  • Industries
  • airline
  • banking
  • fast food
  • financial services
  • health care
  • hotels & motels
  • management consulting
  • media
  • nonprofit industry
  • professional services
  • retail financial services
  • service industry
  • sports
  • telecommunications
  • tourism
  • travel
In The News

In The News

    • 22 Jul 2020
    • Management Today

    I was hired to fix Uber’s toxic culture - and I did. Here’s what I learned

    • 16 Jul 2020
    • Bizwomen

    In Her Own Words: HBS professor Frances Frei’s book “Unleashed” is a roadmap for leadership in troubling times

    • 29 Jun 2020
    • Inc.

    How Do Other People Experience You? These 4 Things Determine Your Leadership Profile

    • 24 Jun 2020
    • CNN

    Silicon Valley can no longer 'tinker around the edges' to fix its diversity problem

    • 20 Jun 2020
    • Wall Street Journal

    The Harvard Professor Who Offers Leadership Lessons to Corporate America

→More News for Frances X. Frei

Frances X. Frei In the News

22 Jul 2020
Management Today
I was hired to fix Uber’s toxic culture - and I did. Here’s what I learned

16 Jul 2020
Bizwomen
In Her Own Words: HBS professor Frances Frei’s book “Unleashed” is a roadmap for leadership in troubling times

29 Jun 2020
Inc.
How Do Other People Experience You? These 4 Things Determine Your Leadership Profile

24 Jun 2020
CNN
Silicon Valley can no longer 'tinker around the edges' to fix its diversity problem

20 Jun 2020
Wall Street Journal
The Harvard Professor Who Offers Leadership Lessons to Corporate America

16 Jun 2020
SearchHRSoftware
How to rescue a diversity and inclusion program headed for failure

11 Jun 2020
Brink
The Secret to Good Leadership: It’s Not About You

05 Jun 2020
TED
Leaders: Is it all about you? Check yourself with these warning signs

05 Jun 2020
Bloomberg
Businessweek Extra - Frances Frei

04 Jun 2020
HBS Working Knowledge
It’s Not About You: Why Leaders Need to Look Outward

02 Jun 2020
Business Insider
How to Fix a Toxic Workplace, According to 2 Leadership Experts — Including One Who Was Brought in to Repair Uber's Culture

02 Jun 2020
Thrive Global
Risking Authenticity in the Digital Age

02 Jun 2020
Harvard Business Review
Great Leaders Use Tough Love to Improve Performance

11 May 2020
Podfollow
Professor Frances Frei talks Uber, WeWork & more

05 May 2020
Scaling Culture
Discover Your Trust Wobble

27 Apr 2020
Harvard Business Review
Unleashing Greatness in Others

14 Apr 2020
Harvard Business Review
Begin with Trust

02 Apr 2020
Harvard Gazette
Zooming through the grad Schools

11 Jun 2019
Forbes
Four Pragmatic Business Tips From Harvard Business School Professor Frances Frei

04 Jan 2019
Forbes
3 Most Popular TED Talks Of 2018 In Business

22 May 2018
CNBC
3 ways to get people to trust you, according to a Harvard expert who trained Uber execs

07 May 2018
TED Global
How to build (and rebuild) trust

13 Apr 2018
TED Global
How to rebuild trust … Frances Frei speaks at TED2018

02 Apr 2018
HBS After Hours
Fixing the Culture at Uber

27 Feb 2018
Recode
Uber’s culture fixer, Frances Frei, is leaving the company

03 Feb 2018
Forbes
Inside Uber's Effort To Fix Its Culture Through A Harvard-Inspired 'University'

10 Sep 2017
Financial Times
Can Frances Frei fix Uber?

04 Aug 2017
Recode
Uber SVP of Leadership and Strategy Frances Frei live onstage on Recode Decode

15 Jun 2017
Wall Street Journal
Uber: 14 Bosses, One Corporate ‘Game of Thrones?’

05 Jun 2017
Recode
Uber has hired HBS’s Frances Frei as a top leadership and strategy exec to fix its management mess

14 Nov 2016
Financial Times
Can business schools propel women to the C-suite?

27 Mar 2016
Washington Post
Washington Post bestsellers March 27, 2016

08 Mar 2016
Harvard Gazette
Leadership tips from ancient Rome

17 Jun 2015
HBS Working Knowledge
Excellence Comes From Saying No

27 May 2015
Financial Times
Companies ignore ‘customer avengers’ at their peril

27 Mar 2015
New York Times
Company Thinks It Has Answer for Lower Health Costs: Customer Service

20 Feb 2015
Harvard Business Review
Yes, Your Uber Driver Is Judging You

06 May 2014
Forbes
How Being Really Bad Is Really Great For Business

15 Oct 2012
Pay-as-You-Drive Insurance: Big Brother Needs a Makeover

01 Aug 2012
Forbes
Why Is Great Service So Rare?

23 May 2012
Forbes
Start-Up Customer Service 101

10 May 2012
HBR Blogs
Culture Takes Over When the CEO Leaves the Room

29 Mar 2012
Big Think
Culture at 30,000 Feet Above Ground

28 Mar 2012
Fortune
The good intentions that will kill your business

23 Feb 2012
Forbes
What Start-Ups Can Teach Big Companies About Service

08 Feb 2012
HBR Blogs
Win on Service in a Tough Economy

23 Jan 2012
HBS Working Knowledge
Break Your Addiction to Service Heroes

23 May 2011
HBS Working Knowledge
What Loyalty? High-End Customers are First to Flee

28 Apr 2008
New York Times
Getting Service Right

Additional Information
Working Knowledge Articles
LinkedIn

Areas of Interest

corporate culture
customer behavior
gender
service management
strategy
 More

Additional Topics

Toyota production system
consumer behavior
corporate culture
customer focus
customer profitability analysis
customer relationship management
customer satisfaction
diversity
education
employee relationship management
executive development
family business
general management
government and business
health care quality
leadership development
leading change
management processes
management styles
marketing
nonprofit
operations strategy
organizational behavior
organizational change and transformation
organizational learning
performance management
process improvement
professional service firms
service operations
service quality
social enterprise
strategy
tradeoffs
value profit chain

Industries

airline
banking
fast food
financial services
health care
hotels & motels
management consulting
media
nonprofit industry
professional services
retail financial services
service industry
sports
telecommunications
tourism
travel
 Less

In The News

    • 22 Jul 2020
    • Management Today

    I was hired to fix Uber’s toxic culture - and I did. Here’s what I learned

    • 16 Jul 2020
    • Bizwomen

    In Her Own Words: HBS professor Frances Frei’s book “Unleashed” is a roadmap for leadership in troubling times

    • 29 Jun 2020
    • Inc.

    How Do Other People Experience You? These 4 Things Determine Your Leadership Profile

    • 24 Jun 2020
    • CNN

    Silicon Valley can no longer 'tinker around the edges' to fix its diversity problem

    • 20 Jun 2020
    • Wall Street Journal

    The Harvard Professor Who Offers Leadership Lessons to Corporate America

→More News for Frances X. Frei

Frances X. Frei In the News

22 Jul 2020
Management Today
I was hired to fix Uber’s toxic culture - and I did. Here’s what I learned

16 Jul 2020
Bizwomen
In Her Own Words: HBS professor Frances Frei’s book “Unleashed” is a roadmap for leadership in troubling times

29 Jun 2020
Inc.
How Do Other People Experience You? These 4 Things Determine Your Leadership Profile

24 Jun 2020
CNN
Silicon Valley can no longer 'tinker around the edges' to fix its diversity problem

20 Jun 2020
Wall Street Journal
The Harvard Professor Who Offers Leadership Lessons to Corporate America

16 Jun 2020
SearchHRSoftware
How to rescue a diversity and inclusion program headed for failure

11 Jun 2020
Brink
The Secret to Good Leadership: It’s Not About You

05 Jun 2020
TED
Leaders: Is it all about you? Check yourself with these warning signs

05 Jun 2020
Bloomberg
Businessweek Extra - Frances Frei

04 Jun 2020
HBS Working Knowledge
It’s Not About You: Why Leaders Need to Look Outward

02 Jun 2020
Business Insider
How to Fix a Toxic Workplace, According to 2 Leadership Experts — Including One Who Was Brought in to Repair Uber's Culture

02 Jun 2020
Thrive Global
Risking Authenticity in the Digital Age

02 Jun 2020
Harvard Business Review
Great Leaders Use Tough Love to Improve Performance

11 May 2020
Podfollow
Professor Frances Frei talks Uber, WeWork & more

05 May 2020
Scaling Culture
Discover Your Trust Wobble

27 Apr 2020
Harvard Business Review
Unleashing Greatness in Others

14 Apr 2020
Harvard Business Review
Begin with Trust

02 Apr 2020
Harvard Gazette
Zooming through the grad Schools

11 Jun 2019
Forbes
Four Pragmatic Business Tips From Harvard Business School Professor Frances Frei

04 Jan 2019
Forbes
3 Most Popular TED Talks Of 2018 In Business

22 May 2018
CNBC
3 ways to get people to trust you, according to a Harvard expert who trained Uber execs

07 May 2018
TED Global
How to build (and rebuild) trust

13 Apr 2018
TED Global
How to rebuild trust … Frances Frei speaks at TED2018

02 Apr 2018
HBS After Hours
Fixing the Culture at Uber

27 Feb 2018
Recode
Uber’s culture fixer, Frances Frei, is leaving the company

03 Feb 2018
Forbes
Inside Uber's Effort To Fix Its Culture Through A Harvard-Inspired 'University'

10 Sep 2017
Financial Times
Can Frances Frei fix Uber?

04 Aug 2017
Recode
Uber SVP of Leadership and Strategy Frances Frei live onstage on Recode Decode

15 Jun 2017
Wall Street Journal
Uber: 14 Bosses, One Corporate ‘Game of Thrones?’

05 Jun 2017
Recode
Uber has hired HBS’s Frances Frei as a top leadership and strategy exec to fix its management mess

14 Nov 2016
Financial Times
Can business schools propel women to the C-suite?

27 Mar 2016
Washington Post
Washington Post bestsellers March 27, 2016

08 Mar 2016
Harvard Gazette
Leadership tips from ancient Rome

17 Jun 2015
HBS Working Knowledge
Excellence Comes From Saying No

27 May 2015
Financial Times
Companies ignore ‘customer avengers’ at their peril

27 Mar 2015
New York Times
Company Thinks It Has Answer for Lower Health Costs: Customer Service

20 Feb 2015
Harvard Business Review
Yes, Your Uber Driver Is Judging You

06 May 2014
Forbes
How Being Really Bad Is Really Great For Business

15 Oct 2012
Pay-as-You-Drive Insurance: Big Brother Needs a Makeover

01 Aug 2012
Forbes
Why Is Great Service So Rare?

23 May 2012
Forbes
Start-Up Customer Service 101

10 May 2012
HBR Blogs
Culture Takes Over When the CEO Leaves the Room

29 Mar 2012
Big Think
Culture at 30,000 Feet Above Ground

28 Mar 2012
Fortune
The good intentions that will kill your business

23 Feb 2012
Forbes
What Start-Ups Can Teach Big Companies About Service

08 Feb 2012
HBR Blogs
Win on Service in a Tough Economy

23 Jan 2012
HBS Working Knowledge
Break Your Addiction to Service Heroes

23 May 2011
HBS Working Knowledge
What Loyalty? High-End Customers are First to Flee

28 Apr 2008
New York Times
Getting Service Right

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