Public Service Operations Management

Zoe J. Radnor is Professor of Service Operations Management at Loughborough University, UK Nicola Bateman is a Senior Lecturer in Operations Management at Loughborough University, UK Ann Esain is a Lecturer in Logistics and Operations Management at Cardiff University, UK Maneesh Kumar is a Senior Lecturer of Service Operations at Cardiff University, UK Sharon J. Williams is an Improvement Science Fellow with the Health Foundation and an Associate Professor at Swansea University, UK David M. Upton is American Standard Companies Professor of Operations Management at the Saïd Business School, University of Oxford, UK

1. The Role and Substance of Public Service Operations Management 2. Going the Distance: Sport operations management in the public and third sectors 3. Non-profit Business Collaboration: Operationalizing a strategy for non-profit organizations 4. Accidental Lean - Performance improvement in an NHS hospital and reflections on the role of operations strategy 5. Humanitarian Aid Logistics: A new area for the public service research agenda? 6. Service Systems Design and Implementation 7. The Challenges of Public Sector Demand and Capacity Management: An exploratory case study of police services 8. Drivers of Change in the UK Fire Service: An operations management perspective 9. Managing Capacity and Demand in a Responsive Repairs Service: Lessons from social housing 10. Enterprising Citizens and the Big Society: The impact of the entrepreneurial university on public services 11. The Challenges of Performance Measurement in Third Sector Organizations: The case of UK advocacy services 12. Extending Operations Management Framework to Public System: Public grievance redressal system in urban local bodies in Karnataka, India 13. Are we Closing the Loop? Examining the design of voluntary sector performance measurement systems 14. Improving Quality and Performance with the Public Sector Scorecard 15. Deconstructing Lean Policing in England and Wales: A knowledge creation perspective 16. Operationalizing Lean in Services: Rediscovering service blueprinting 17. Lean in the NHS: A case study of a whole organisation approach to lean implementation across an English hospital 18. A Lean Healthcare Journey: The Scottish experience 19. The English Patient Experience: Does healthcare service quality matter? 20. Mapping Institutional Pressures for e-SCM Adoption: The case of health care supply chains 21. Understanding the Nature of Demand Variation of Patient Arrival for Emergency Healthcare Services - The first challenge 22. Applying Supply Chain Logic to Criminal Law Enforcement - The case of The Netherlands 23. Public Services Operations Management: Reflections and a research agenda