Escolar Documentos
Profissional Documentos
Cultura Documentos
May 2010
Frances X. Frei
Service Offering
Frances X. Frei
Funding Mechanism
Service Offering
Frances X. Frei
Funding Mechanism
Service Offering
Convenient service
Frances X. Frei
Funding Mechanism
Service Offering
permits
creates
Convenient service
Frances X. Frei
Funding Mechanism
Service Offering
permits
creates
Convenient service
permits
creates
Frances X. Frei
Labor Reality
High
$$
Aptitude
Low
$
Low High
Attitude
Frances X. Frei
7
Funding Mechanism
Service Offering
$$
Aptitude
Low
$
Low High
Attitude
permits
creates
Frances X. Frei
Funding Mechanism
Service Offering
permits
creates
Convenient service
permits
creates
Frances X. Frei
Funding Mechanism
Service Offering
Price
Frances X. Frei
10
Funding Mechanism
Service Offering
SWA
The bus
Extensive network
On-board amenities
1 2 3 4 5
Funding Mechanism
Service Offering
Wal-Mart
Selection across categories Rural convenience Reliable prices Merchandise quality Suburban convenience Selection within categories
Sears
Funding Mechanism
Service Offering
1 2 versus 3 4 5 1 2
3 4 5
Frances X. Frei
13
Multi-Focused Organization
Funding Mechanism
Funding Mechanism
Service Offering
Service Offering
Frances X. Frei
14
Multi-Focused Organization
Funding Mechanism
Funding Mechanism
Service Offering
Service Offering
Human resource processing Executive training Finance Purchasing IT {economies of scale} {economies of experience}
Frances X. Frei
15
Funding Mechanism
Service Offering
Traditional Retailers
Funding Mechanism
Service Offering
IKEA
Traditional Retailers
Location
Funding Mechanism
Service Offering
IKEA
IKEA
Traditional Retailers
Location
Funding Mechanism
Service Offering
permits
creates
Convenient service
Frances X. Frei
19
Progressive Insurance
Funding Mechanism
Service Offering
Insurance Economics
Progressive Insurance
Funding Mechanism
Service Offering
Operations
Frances X. Frei
21
Funding Mechanism
Service Offering
Operations
Frances X. Frei
22
Funding Mechanism
Funding Mechanism
Service Offering
Self-service
Frances X. Frei
Funding Mechanism
Service Offering
permits
creates
Design a system where typical employees have a reasonable chance of success System = selection, training, job design, performance management
Diagnostic Questions: Q: What makes employees reasonably able to achieve excellence? Q: What makes employees reasonably motivated to achieve excellence?
Frances X. Frei
24
Funding Mechanism
Service Offering
A senior manager complained that no matter how the incentives or training were changed, the customer experience in the branch would not improve. We suggested that the manager spend time working as a frontline employee in the branch.
From the time the doors opened, customers were yelling at me. By the end of the day, I was yelling back.
Frances X. Frei
25
Funding Mechanism
Service Offering
Marketing
Operations
Frances X. Frei
26
Funding Mechanism
Service Offering
Operational Complexity
level
Employee Sophistication
time
Frances X. Frei
27
Funding Mechanism
Service Offering
Which
Which
Frances X. Frei
28
Which Behaviors?
Funding Mechanism
Service Offering
Frances X. Frei
29
Influence in Action
Funding Mechanism
Service Offering
Frances X. Frei
30
Influence in Action
Funding Mechanism
Service Offering
Frances X. Frei
31
Service Offering
Frances X. Frei
Steinway Pianos
Too late
Frances X. Frei
Volume
33
Company B
Quality
Time
Yamaha and Steinway pianos Toyota and GM autos Honda/Suzuki and Triumph motorcycles Swiss and Hamitar watches Korean and Japanese shipbuilders
Point A
Point B
Frances X. Frei
35
Point A
Point B
Frances X. Frei
36
Point A
Point B
Frances X. Frei
37
Point A
Point B
Point A
Point B
Frances X. Frei
39
Point A
Point B
Frances X. Frei
40
Point A
Point B
Frances X. Frei
41
Point A
Point B
Frances X. Frei
42
Point A
Point B
Frances X. Frei
43
Point A
Point B
Because people are not performing well. Why? Because theyre not being trained. Why? Because were hiring them too fast to keep up with the training.
Why?
Frances X. Frei
45
Relentless Incredible
Frances X. Frei
46
Funding Mechanism
Service Offering
Frances X. Frei
47
Customer Perception
Funding Mechanism
Service Offering
Customers do not attribute service performance evenly across employees and firm
Frances X. Frei
48
Funding Mechanism
Service Offering
Frances X. Frei
49
Funding Mechanism
Service Offering
Frances X. Frei
50
Funding Mechanism
Service Offering
Study found that blood donors perceived significantly less discomfort when they were allowed to select the arm from which blood would be drawn.
Frances X. Frei
51
Contact Information
My Contact info Morgan Hall 411, Harvard Business School 617.495.7968 ffrei@hbs.edu Blog: www.DecisionToLead.com For Appointments Janelle Mills: jmills@hbs.edu, 617.495.6560
Frances X. Frei
52