Frances Frei and Anne Morriss

Professor and Consultant
Professor and Consultant

Anne Morriss, Co-Founder and Chief Knowledge Officer, Concire Leadership Institute

Anne Morriss has worked with companies and governments throughout the U.S., Latin America and Africa on strategy, leadership and institutional change. Her clients have ranged from Fortune 50 companies repositioning in global markets to public sector leaders working to transform national economies. As a senior advisor with the OTF Group, Anne recently partnered with the World Bank to promote entrepreneurship and innovation in forty developing economies.

Anne's career has included leading the campaign finance team for U.S. Representative Marty Meehan and acting as the South American Director for Amigos de las Americas, an international NGO that promotes community health and leadership development in Latin America. Anne has lived and worked extensively in Brazil, Ecuador, Mexico and the Dominican Republic.

Frances X. Frei, Professor at Harvard Business School 

Frances Frei is a Professor in the Technology and Operations Management Unit at Harvard Business School and the Chair of the MBA Required Curriculum.  Her research, course development, and teaching examine how organizations can more effectively 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 across a variety of industries, including financial services, government, retail, software, telecommunications, and hospitality.

Many of those case studies appear in Managing Service Operations, an elective course Professor Frei developed that investigates organizations’ efforts to design, manage and improve service experiences.  The course provides students with tools and frameworks to analyze service models from the perspective of customers, employees, and owners.  A comprehensive description of the course is available to fellow educators via Harvard Business School Publishing.  In support of the course and related research, 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.

Professor Frei currently teaches and leads the required first-year FIELD course at Harvard Business School.  The course focuses on developing substantively meaningful small-group learning experiences throughout the first year that are experiential, immersive, and field-based, with the overall goal of advancing the School's mission to develop leaders who make a difference in the world. She is also faculty chair of the Achieving Breakthrough Service executive education program. In addition, Professor Frei teaches several Executive Education programs.

Professor Frei has received the HBS Student Association Faculty Award for teaching excellence on multiple occasions, as well as teaching awards from the Wharton School of Business and the University of Rochester.  She teaches in executive education programs and advises organizations seeking to create greater value through their service experiences.  She serves on the Board of Directors of Advance Auto Parts and serves on the Board of Advisors of several private companies

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.

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