Rhian Silvestro
- Associate Professor of Operations Management
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.
Research interests
Service process design; process improvement; quality management; performance measurement in service organisations; B2B service management; workforce scheduling; health service management.
Teaching activity this year
Masters Portfolio
- IB91W0 Operations Management module leader
Undergraduate
- IB2440 Managing Customer Service module leader
- IB2450 Service Excellence module leader
Warwick MBA
- IB8160 Operations Management module leader
Publications
Journal articles
- Measuring internal service quality: comparing the gap-based and perceptions-only approaches. International Journal Of Operations And Production Management 30 (2010) (Published): 1291-1318.
- 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) (Published): 93-105.
- 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.
- Applying gap analysis in the health service to inform the service improvement agenda. International Journal of Quality & Reliability Management 22 (2005): 215-233.
Book chapters
- Continuous Improvement. www.content.modern.nhs.uk. Ed. Improvement Partnership for Hospitals Programme. NHS Modernisation Agency, 2004.