Overview

Gender

female

As Harvard Business School's resident expert on service management, Professor Frances Frei has focused her scholarship and teaching on helping leaders to compete on excellence. Her ideas have shaped the strategies and operations of the world's most competitive companies, and the course she developed on Managing Service Operations is among the most popular offerings in the business school's recent history. She is a leading authority on designing, leading and scaling exceptional service firms and the author of the number one best seller, Uncommon Service: How to Win by Putting Customers at the Core of your Business (HRB Press, 2012). Frances has completed case studies on Zipcar, eBay, Southwest Airlines, Tiffany's, Houston Rockets, Commerce Bank, Progressive Insurance, Orient Express Hotels and Zappos, among others. She has received teaching awards at the Wharton School of Business and Harvard Business School, where several times she has been given the MBA Class Award for teaching excellence. She is currently the UPS Professor of Service Management and the Senior Associate Dean, Director of Faculty Planning and Recruiting.