Steve is a PhD student within ISR, and his research interests are service operations and the impact of customer interaction on service processes.
Steve graduated with a BSc (Hons) in Engineering (1981) at the University of Salford and obtained an Executive MBA (1991) at Bath University. He has held senior manager roles at British Gas including engineering manager, customer relations manager, projects and consultancy manager and transformation leader. Steve led a team that developed strategies and plans to create the demerged businesses of BG plc and Centrica in 1997. He later moved to Siemens Business Services where he transformed service delivery and performance in an innovative PFI Risk and Reward partnership with NS & I (National Savings).
As Operations Director at Aon UK, Steve managed a ranged of insurance and emergency service businesses; then as Group Risk Director prepared Aon UK for regulation by the FSA in 2005. Later, based in Chicago as Aon Corporations Crisis Management Director, he provided global client services on pandemic modelling and contingency planning.
Steve owns a private management consultancy and interim management business, providing service operations advice and change management services to clients such as Barclays, Office2Office, and Defra.
His research investigates the strategic choices on customer interactions by developing an economic trade-off model; allowing service operations managers to understand the efficiency and innovation impacts of customer interactions on their service processes.
(Francine Carter - PA to ISR team)
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University of Exeter