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 Production Economics, 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 recently published a paper in MIT Sloan Management Review.

Teaching in 2021-2022

Business with Operations Management
  • IB9HQ0: Operations Management
Driving Service Performance
  • IB9DF0: Driving Improvements Through Service Recovery
  • IB9DG0: Improving service quality and customer satisfaction
  • IB9DH0: Service Strategy
Full Time MBA
  • IB9170: Operations Management

Operations Group

Email:  /  Tel: 024 765 22991  /  Room: 1.213


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.


Journal Articles

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