Frei: Being the best may mean being the worst, too

Frei: Being the best may mean being the worst, too

DALLAS Best-in-class companies actually allow themselves to be worst in class at their weaknesses, according to Frances X. Frei, a Harvard Business School professor and expert on service excellence.

It is a concept that many found difficult to swallow at this month’s Multi-Unit Foodservice Operators conference, as restaurateurs and foodservice executives typically strive for perfection on all fronts. But Frei, best known for her work researching the most successful s

Register to view the full article

Register to view this article

TAGS: Archive
Hide comments

Comments

  • Allowed HTML tags: <em> <strong> <blockquote> <br> <p>

Plain text

  • No HTML tags allowed.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Lines and paragraphs break automatically.
Publish