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Dr Harry Maddern

Dr Harry Maddern

Senior Research Fellow in Service - ISR


Level 2
Building:One, University of Exeter, Rennes Drive, Exeter, EX4 4ST, UK

Harry Maddern is a Senior Research Fellow within ISR. Prior to joining the University in 2006, Harry was Head of Process Design for Lloyds TSB Bank. His PhD research involved an evaluation of Business Process Management (BPM) in the UK financial services sector.

Harry is Director of Continuing Professional Development in the Business School working with local companies such as South West Water and national organisations such as the Royal College of General Practitioners to provide bespoke post graduate education. He has been published in leading Journals such as the British Journal of Management, the International Journal of Operations and Production Management and the International Journal of Service Industry Management. His current teaching and research interests are focused on service management and service supply chains.

Nationality: British

Administrative responsibilities

  • Academic Director – Continuing Professional Development


BA (Econ), MA, PhD


Research interests

  • Business Process Management
  • Service Operations
  • Systems Theory
  • Process Design & Innovation

Business Process Management (BPM) has been adopted by organisations in both manufacturing and service contexts to help them identify and improve service delivery. BPM programmes focus on identifying and managing end to end processes, from an initial customer request through to final outcome. Research draws upon systems theory exploring the inter-relationships between departments and processes, and how these impact end performance. There is a strong practitioner dimension; the research looks to engage with companies to explore recurring challenges and develop and communicate best practice. BPM concepts and analytical frameworks share much in common with emerging ideas in Service Management, including Unified Service Theory, Service Dominant Logic and the framing of customer interactions as ‘experiences’.

Research projects

Dr Maddern is currently researching BPM across different sectors, using systems theory as an underlying framework. The research aims to identify generic process principles to inform effective organisational practice and to quantify the relationship between process management and customer satisfaction.

He is also supervising research (PhD, MBA, MSc) on a range of topics, including:

  • exploring the relevance of experiential concepts to retail activity
  • analysing the impact of hard and soft factors on phases of project management
  • investigating the role of process modelling in BPM implementation
  • evaluating Learning Organisations
  • examining SDL concepts in a change context and
  • applying service blueprinting in not for profit organisations.

External positions

  • Co-editor, International Journal of Operations and Production Management

Dr Maddern supports teaching on a range of Operations Management courses within the Business School. Particular interests include Total Quality Management, Business Process Management and the implementation of thematic change programmes such as Lean and Six Sigma.

His recently introduced Service Operations and Marketing course explores the unique challenges faced by service organisations including designing and delivering the service encounter, matching customer demand and capacity, continually improving service delivery and managing the overall service system. The course introduces students to practical analytical tools such as service blueprinting and customer experience analysis and provides an opportunity for them to apply the tools in real world contexts.

Dr Maddern is also involved in Continuing Professional Development at the School – engaging with mature students seeking relevant concepts and tools to inform management practice.

Taught modules



Information not currently available