Tuesday February 09, 2010

Professor Andi Smart

Professor Andi Smart

BSc, PhD, Plym.

Associate Professor in Management

Email:

Telephone: (01392) 264439

Personal webpage: www.people.ex.ac.uk/pasmart/ (opens in a new window)

Profile

Andi is a Associate Professor in Management in the Department of Business and Management, University of Exeter, where he teaches Operations Management, Strategic Management, Change Management and Operations and Information Management at both undergraduate and postgraduate levels. His post-doctoral research has included the completion of two projects in the area of Business Process Re-engineering, and he has played a lead role in collaborative US / European projects exploring Enterprise Modelling and Integration. In addition to being invited to speak at international conferences such as the IFAC World Congress he has had over 30 articles published. These include articles in the International Journal of Operations and Production Management and the International Journal of Computer Integrated Manufacturing. He has acted as a consultant for a number of companies including JP Morgan, GKN Westland Aerospace, IBM, BP, and Compaq.

Research Interests

Taught Modules

Administrative Responsibilities

External Positions

Selected Publications

Journal Articles

In Print
1. Maddern, H, Maull R, Smart P A, (2007), Customer Satisfaction and Service Quality in UK Financial Services, International Journal of Operations and Production Management, 27,9
2. Smart, P. A., Maull, R. S., Childe, S. J., Radnor, Z. J, (2004), Capitalising on thematic initiatives: a framework for process-based change in SMEs, Production Planning and Control, Vol. 15 Issue 1, p2
3. Smart, P A, Maull, R S, Radnor, Z J, Housel, T , (2003) An approach for identifying value in business processes Journal of Knowledge Management, Volume 7 Issue 4 Pages: 49-61
4. Hudson, M. Smart, P.A. and Bourne, M, (2001), Theory and Practice in SME Performance Measurement Systems, International Journal of Operations and Production Management,21,8.
5. Hudson, M, Lean J, and Smart P A, (2001), Improving Control Through Effective Performance Measurement in SMEs, Production Planning and Control, 12,8
6. Smart P A, Maull R S, Childe S J, (1999), A reference model of ‘operate’ processes for process-based change, International Journal of Computer Integrated Manufacturing, Vol.12, 1999 No.6, pp 471-482
7. Maull R S, Weaver A M, Childe S J, Smart P A, Bennett J, (1995), Current issues in Business Process Reengineering in UK manufacturing companies, International Journal of Operations and Production Management, 1995

In Press
1. Maull R S, Smart P A, Harris A, Al-Fatah Karasneh A, (2009), An Evaluation of ‘Fast-Track’ in A&E: a discrete event simulation approach, The Service Industries Journal, Vol 29, No. 5. (forthcoming)
2. Smart P A, Maddern H, Maull R S, Understanding Business Process Management: Implications for theory and practice, British Journal of Management – submitted May 2006
3. Kumar V, Smart P A, Maddern H, Maull R S, Alternative perspectives on service quality and customer satisfaction, International Journal of Service Industry Management - (Submitted July 07)
4. Smart P A, Maddern H, Maull R S, Understanding Business Process Management: Implications for theory and practice, British Journal of Management – (submitted May 2006)

In Preparation
1. Smart P A, Maull R S, Towards a System Theory for Operations Management, Production and Operations Management – in preparation
2. Ponsignon F, Smart P A, Maull R S, Service delivery systems: the transformational context, Journal of Service Research.

Conference Articles

1. Kumar V, Smart P A, Maddern H, Maull R S, (2007), Alternative perspectives on service quality and customer satisfaction, The 10th International Research Symposium on Service Excellence in Management, Orlando Florida, June14-17th (Best Paper Award).
2. Ponsignon F, Smart P A, Maull R S, (2007), Service Delivery Systems: a business process perspective, POMS College of Service Operations Conference, London July 12-13. (highly Commended Paper Award)
3. Kumar V, Maddern H, Smart P A, MAull R S, Tiwari M K, (2006), Analysing the drivers of customer satisfaction using structural equation modelling, Proceedings of the 10th Annual conference of the society of Operations
Management, IIM-A, December 21-23, pp. 12.
4. Maddern, H, Maull R, Smart P A, (2005), Business Process Management as an enabler for Six Sigma: evidence from UK financial services, In Operations and Global Competitiveness, in Demeter k, (Ed), pp 2053-2062
5. Smart P A, Maull R S, Smith D, Karasneh A, (2004), Process Design in Hospitals: the role of simulation models, Proceedings of the 11th International Annual EurOMA conference, INSEAD, Fontainebleau, France, June 27th - 29th
6. Maddern H, Maull R S, Smart P A, (2004), Understanding Business Process Management: evidence from UK Financial Services, Proceedings of the 11th International Annual EurOMA conference, INSEAD, Fontainebleau, France, June 27th - 29th
7. Smart P A, Maull R S, Smith D, (2003), Strategies for Integration: the three lens model, in One World: one view of POM?, Eds, Spina, Vinelli, Cagliano, Kalhschmidt, Ronao, Salvador, pp. 311-322.
8. Smart P A, Maull R S, Karasneh A, Housel T, Radnor Z ,(2001), An Approach for Identifying Value in Business Processes, Proceedings of the International Conference of the European Operations Management Association, 2001

Book Chapters

A book on Service process management is currently in preparation.
1. Smart P A, Childe S J, Maull R S, (1999), ‘Supporting business process re-engineering in industry: towards a methodology’, in R Gulladge & J Elzinga (eds), Process Engineering: Advancing the State of the Art. Boston: Kluwer Academic, pp.283-319.
2. Maull R S, Childe S J, Mills B, Smart P A, (1998), The role of CIM and robotics in Enterprise Engineering, A handbook of Industrial Robotics, Wiley.