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  • April 2006
  • Background Note
  • HBS Case Collection

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell
  • Format:Print
  • | Pages:43
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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.
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About The Authors

Frances X. Frei

Technology and Operations Management
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Dennis Campbell

Accounting and Management
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  • Antler By: Dennis Campbell and Iuliana Mogosanu
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  • Bozoma Saint John: Leading with Authenticity and Urgency By: Frances X. Frei, Francesca Gino and Youngme Moon
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