Frances X. Frei is an Associate Professor of Business Administration in the Technology and Operations Management (TOM) unit at the Harvard Business School. At HBS, Professor Frei has developed a second year elective on Managing Service Operations, which focuses on tools and frameworks to drive performance for service firms and service aspects of product firms.
She also teaches in executive education programs as well as in the pre-matriculation Analytics program. Professor Frei was chosen to be the Class Day faculty speaker for the MBA Class of 2002 and has received teaching awards at the Wharton School of Business, the University of Rochester, and at HBS where she received the MBA Class Award for teaching excellence several times.
Professor Frei's research focuses on developing strategies to help firms design service excellence. Her academic research has been published in top-tier journals such as Management Science and Harvard Business Review. In addition, she has published dozens of case studies on companies in financial services, government, retail, software, telecommunications, and travel & leisure. She teaches and consults at firms around the world.
Professor Frei received her Ph.D. in operations and information management from the Wharton School at the University of Pennsylvania. She holds an M.E. in industrial engineering from Pennsylvania State University, and a B.A. in mathematics from the University of Pennsylvania.