Staff Directory

Dr Rhian Silvestro

Associate Professor of Operations Management

Research Interests

Rhian's research interests include service process design; supply chain integration; managing financial supply chains; service mass customisation; process improvement; performance measurement in service organisations; performance relationships; B2B service management; workforce scheduling; health service management.

Rhian’s work has been published in several academic journals including International Journal of Operations and Production Management, OMEGA: International Journal of Management Science, International Journal of Service Industry Management, International Journal of Quality and Reliability Management, and Journal of Advanced Nursing. She has a forthcoming paper in International Journal of Production Economics.

Teaching in 2015-2016

Management

  • IB91Y0: Foundations of Corporate Performance

Undergraduate

  • IB2440: Managing Customer Service

Distance Learning MBA

  • IB8160: Operations Management
  • IB8160: Operations Management

Full Time MBA

  • IB9170: Operations Management

Research Students

  • IB9EH0: Recent Advances in Operations Management

Operations Management Group

Email:  /  Tel: 024 765 22991

Biography

Rhian, teaches operations and service management on a range of under-graduate, post-graduate and executive courses. She was formerly production manager at Mitaka, a Far East translation and printing company. Subsequently she became a Research Fellow in the Operations Management Group at the University of Warwick. Rhian has conducted service management research in a number of large, leading edge organisations including retail companies, banks, transport companies and call centres. She has acted as a consultant to ward managers in NHS hospital trusts, as well as NHS Direct, in the area of nurse scheduling and the computerisation of rostering systems. She reviews and referees papers for over ten international journals and is a member of the European Operations Management Association.

Recent Publications [all...]

Journal Articles

  • RM Silvestro. "Performance Topology Mapping: understanding the drivers of service performance"
    International Journal Of Production Economics 156 (2014): 269-282.
  • Dr Rhian M Silvestro and Paola Lustrato. "Exploring the mid-office concept as an enabler of mass customization in services"
    International Journal Of Operations And Production Management (2014)
  • Dr Rhian M Silvestro and Paola Lustrato. "Integrating financial and physical supply chains: the role of banks in enabling supply chain integration"
    International Journal Of Operations And Production Management 34 (2014)
  • Silvestro, R. M.. "Process improvement methodologies: towards an integrated model of the contingencies of implementation"
    International Journal of Quality & Reliability Management (2011)
  • Brandon-Jones, A. and Silvestro, R.. "Measuring internal service quality: comparing the gap-based and perceptions-only approaches"
    International Journal Of Operations And Production Management 30 (2010): 1291-1318.
  • Silvestro, R. M. and Low, T. H. D.. "Customer satisfaction, loyalty and financial performance in B2B services"
    Journal of Services Marketing (2010)
  • Silvestro,. "Modeling the business realities of performance relationships: an introduction to Performance Topology Mapping"
    MIT Sloan Management Review (2009)
  • Silvestro, R. and Silvestro, C.. "Towards a model of strategic roster planning and control: an empirical study of nurse rostering practices in the UK National Health Service"
    Health Services Management Research 21 (2008): 93-105.
  • Michael Pritchard and RM Silvestro. "Applying the service profit chain to analyse retail performance: the case of the managerial strait-jacket?"
    International Journal of Service Industry Management 16 (2005): 337-356.
  • RM Silvestro. "Applying gap analysis in the health service to inform the service improvement agenda"
    International Journal of Quality & Reliability Management 22 (2005): 215-233.
  • RM Silvestro and Silvestro, C.. "New service design in the NHS: an evaluation of the strategic alignment of NHS Direct"
    International Journal Of Operations And Production Management 23 (2003)
  • RM Silvestro. "Dispelling the Modern Myth: Employee Satisfaction Drives Service Profitability"
    International Journal Of Operations And Production Management 22 (2002): 30-49.
  • RM Silvestro and Westley, C.. "Challenging the Paradigm of the Process Enterprise: Implementing Business Process Re-engineering"
    Omega 30 (2002): 215-255.
  • RM Silvestro. "Towards a Contingency Theory of TQM in Services: How Implementation Varies on the Basis of Volume and Variety"
    International Journal of Quality & Reliability Management 18 (2001): 254-288.

Book Chapters

  • Dr Rhian M Silvestro. "'Feigehbaum', 'Crosby', 'Juran'"
    Operations Management, Wiley Encyclopedia of Management, 3rd edition (2014)
  • Dr Rhian M Silvestro. "Service Processes"
    Operations Management, Wiley Encyclopedia of Management,3rd edition (2014)
  • Dr Rhian M Silvestro and Paola Lustrato. "Transformation of Payment Operations in Banca San Giovanni, case study and teaching note"
    Service Operations Management (2011)
  • RM Silvestro. "Continuous Improvement"
    www.content.modern.nhs.uk (2004)
  • RM Silvestro. "Breast Screening Service"
    Service Operations Management (2001)
  • RM Silvestro. "Northern Brewery Plc"
    Service Operations Management (2001)

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