Implementation involves having students write letters to the organization of their choice describing their experience of operating at a detailed level. The company responded in a pair of letters with the students and the entire collection is available in the classroom. The collection can be convincing. The students quickly feel what organizations value the interaction with customers as significant operational input. They are very instructive frequency with which the situation carefully told their "valued customers" evoke common responses from the companies and the answers to detailed letters of praise to get the tone drastically wrong. At HBS, he is part of the second year elective, taught in the module focuses on the use of customer-operators to improve operations (HBS 608-135). «Hide
by Francis H. Frey Source: Exercises 2 pages. Publication Date: April 3, 2008. Prod. #: 608126-PDF-ENG
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