Publications by category
Journal articles
Kazantsev N, Islam N, Zwiegelaar J, Brown A, Maull R (In Press). Data Sharing for Business Model Innovation in Platform Ecosystems: from Private Data to Public Good.
Technological Forecasting and Social ChangeAbstract:
Data Sharing for Business Model Innovation in Platform Ecosystems: from Private Data to Public Good
The existing studies posit that open data could unlock more than $3 trillion in additional value worldwide across different application domains. This paper investigates a data-sharing perspective in business models of platform ecosystems and discusses how platform owners can derive more value using data. We choose a sample of 12 platforms where data is used as a key resource for service propositions. By contrasting these cases, we identify and analyse four archetypes: (1) data crawler, (2) data marketplace, (3) data aggregator, and (4) data disseminator. We define the key features of these archetypes and demonstrate how they realise value via the platform. The archetypes guide managers to realise private and public goods via data sharing. Based on our findings, the paper derives recommendations for data-driven business model innovation for platform ecosystems.
Abstract.
Ponsignon F, Smart PA, Maull RS (In Press). SERVICE DELIVERY SYSTEM DESIGN: characteristics and contingencies.
International Journal of Operations and Production Management,
31(3), 324-349.
DOI.
Maddern H, Smart PA, Maull RS (In Prep). Service supply chain management: a way forward. International Journal of Management Reviews
kumar V, Batista L, Maull R (In Press). The Impact of Operations Performance on
Customer Loyalty. Service Industries Journal
Pearson S, Brewer S, Manning L, Bidaut L, Onoufriou G, Durrant A, Leontidis G, Jabbour C, Zisman A, Parr G, et al (2023). Decarbonising our food systems: contextualising digitalisation for net zero.
Frontiers in Sustainable Food Systems,
7 DOI.
Brewer S, Pearson S, Maull R, Godsiff P, Frey JG, Zisman A, Parr G, McMillan A, Cameron S, Blackmore H, et al (2021). A trust framework for digital food systems.
Nature Food,
2(8), 543-545.
DOI.
Ponsignon F, Davies P, Smart A, Maull R (2021). An in-depth case study of a modular service delivery system in a logistics context.
International Journal of Logistics Management,
32(3), 872-897.
Abstract:
An in-depth case study of a modular service delivery system in a logistics context
Purpose: the objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings. Design/methodology/approach: an in-depth single-case study relying on interview data and extensive documentary evidence is carried out in the business-to-business (B2B) logistics sector. Three main analytical techniques are used to make sense of the qualitative data: thematic analysis, process mapping and the application of modular operators. Findings: a modular service delivery system comprises three types of processes that collectively deliver modular offerings. The platform consists of core processes that enable the collection, transport and delivery of physical items for all offerings (modular and non-modular). Dedicated modular processes are mandatory and exclusive to individual modular offerings. Optional modular processes are shared across several modular offerings. Interfaces regulate physical (e.g. parcels or parts) and information (e.g. booking data) inputs provided by the customer in order to control the interdependencies within these different process types. Practical implications: the identification of three process types and their interdependencies provides detailed insights into how managers can design modular logistics services that benefit from economies of scale and meet increasingly variable customer requirements. The importance of well-designed interfaces among the customers, the service offering and the service delivery system is highlighted. Originality/value: This study extends previous modularity studies in service logistics. It is the first study to apply modular operators to determine the presence of modularity in the service delivery system and to establish the role of different process types in enabling modularity in the service delivery system.
Abstract.
DOI.
Pearson S, May D, Leontidis G, Swainson M, Brewer S, Bidaut L, Frey JG, Parr G, Maull R, Zisman A, et al (2019). Are Distributed Ledger Technologies the panacea for food traceability?.
Global Food Security,
20, 145-149.
Abstract:
Are Distributed Ledger Technologies the panacea for food traceability?
Distributed Ledger Technology (DLT), such as blockchain, has the potential to transform supply chains. It can provide a cryptographically secure and immutable record of transactions and associated metadata (origin, contracts, process steps, environmental variations, microbial records, etc.) linked across whole supply chains. The ability to trace food items within and along a supply chain is legally required by all actors within the chain. It is critical to food safety, underpins trust and global food trade. However, current food traceability systems are not linked between all actors within the supply chain. Key metadata on the age and process history of a food is rarely transferred when a product is bought and sold through multiple steps within the chain. Herein, we examine the potential of massively scalable DLT to securely link the entire food supply chain, from producer to end user. Under such a paradigm, should a food safety or quality issue ever arise, authorized end users could instantly and accurately trace the origin and history of any particular food item. This novel and unparalleled technology could help underpin trust for the safety of all food, a critical component of global food security. In this paper, we investigate the (i) data requirements to develop DLT technology across whole supply chains, (ii) key challenges and barriers to optimizing the complete system, and (iii) potential impacts on production efficiency, legal compliance, access to global food markets and the safety of food. Our conclusion is that while DLT has the potential to transform food systems, this can only be fully realized through the global development and agreement on suitable data standards and governance. In addition, key technical issues need to be resolved including challenges with DLT scalability, privacy and data architectures.
Abstract.
DOI.
Batista L, Bourlakis M, Smart P, Maull R (2018). In search of a circular supply chain archetype – a content-analysis-based literature review.
Production Planning & Control,
29(6), 438-451.
DOI.
Maull R, Godsiff P, Mulligan C, Brown A, Kewell B (2017). Distributed ledger technology: Applications and implications.
Strategic Change,
26(5), 481-489.
Abstract:
Distributed ledger technology: Applications and implications
Distributed ledger technologies (DLTs) are rewriting conventional notions of business transacting, creating fresh opportunities for value creation and capture. Using qualitative interview data as a primary resource, the proposed five-point model synthesizes these possibilities, demonstrating how they may lead to “disruptive innovation.” a further conceptual model is subsequently provided with a view to assisting future problem solving in the area.
Abstract.
DOI.
Baron S, Patterson A, Maull R, Warnaby G (2017). Feed People First.
Journal of Service Research,
21(1), 135-150.
Abstract:
Feed People First
Service research highlights the utility of adopting a service ecosystem approach to studying service innovation. It suggests that service innovations can arise from challenging and developing the institutions (i.e. norms, rules, practices, meanings, and symbols) which underpin an ecosystem. Also, recent emphasis on consumer well-being posits that studies of service provision to poor consumers are needed. Reflecting these research priorities, the context of this case study on service innovation is the food waste ecosystem, whereby service innovations can contribute to the alleviation of food poverty for thousands of citizens. The central actor of the ecosystem is the leading UK charity organization fighting food waste. The paper’s contribution lies in using data from ecosystem actors to clarify the distinctions between institutions, thereby enhancing understanding of the application of institutional theory within the ecosystem and highlighting some theoretical implications for service innovation both within- and between-system levels. An actor institutions matrix is offered as a fruitful outcome of the analysis of the institutions, and suggested recommendations for operationalizing service ecosystem studies are outlined.
Abstract.
DOI.
Batista L, Davis-Poynter S, Ng I, Maull R (2017). Servitization through outcome-based contract – a systems perspective from the defence industry.
International Journal of Production Economics,
192, 133-143.
DOI.
Parry GC, Brax SA, Maull RS, Ng ICL (2016). Operationalising IoT for reverse supply: the development of use-visibility measures.
Supply Chain Management,
21(2), 228-244.
Abstract:
Operationalising IoT for reverse supply: the development of use-visibility measures
Purpose – Improvement of reverse supply chains requires accurate and timely information about the patterns of consumption. In the consumer context, the ways to generate and access such use-visibility data are in their infancy. The purpose of this study is to demonstrate how the Internet of Things (IoT) may be operationalised in the domestic setting to capture data on a consumer’s use of products and the implications for reverse supply chains. Design/methodology/approach – This study uses an explorative case approach drawing on data from studies of six UK households. “Horizontal” data, which reveals patterns in consumers’ use processes, is generated by combining “vertical” data from multiple sources. Use processes in the homes are mapped using IDEF0 and illustrated with the data. The quantitative data are generated using wireless sensors in the home, and qualitative data are drawn from online calendars, social media, interviews and ethnography. Findings – the study proposes four generic measurement categories for operationalising the concept of use-visibility: experience, consumption, interaction and depletion, which together address the use of different household resources. The explorative case demonstrates how these measures can be operationalised to achieve visibility of the context of use in the home. The potential of such use-visibility for reverse supply chains is discussed. Research limitations/implications – This explorative case study is based on an in-depth study of the bathroom which illustrates the application of use-visibility measures (UVMs) but provides a limited use context. Further research is needed from a wider set of homes and a wider set of use processes and contexts. Practical implications – the case demonstrates the operationalisation of the combination of data from different sources and helps answer questions of “why?”, “how?”, “when?” and “how much?”, which can inform reverse supply chains. The four UVMs can be operationalised in a way that can contribute to supply chain visibility, providing accurate and timely information of consumption, optimising resource use and eliminating waste. Originality/value – IDEF0 framework and case analysis is used to identify and validate four UVMs available through IoT data – that of experience, consumption, interaction and depletion. The UVMs characterise IoT data generated from a given process and inform the primary reverse flow in the future supply chain. They provide the basis for future data collection and development of theory around their effect on reverse supply chain efficiency.
Abstract.
DOI.
Ng I, Scharf K, Pogrebna G, Maull R (2015). Contextual variety, Internet-of-Things and the choice of tailoring over platform: Mass customisation strategy in supply chain management.
International Journal of Production Economics,
159, 76-87.
DOI.
Ponsignon F, Klaus P, Maull RS (2015). Experience co-creation in financial services: an empirical exploration.
Journal of Service Management,
26(2), 295-320.
Abstract:
Experience co-creation in financial services: an empirical exploration
Purpose – the purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the organization. Design/methodology/approach – the authors adopt a multiple case study approach. In total, 23 cases provide a rich understanding of the phenomenon studied which permits grounding the findings on robust data. Findings – the authors identify five practices that are consistently used by FS organizations to manage the customer experience. The findings suggest that four industry-specific characteristics affect the choice of these practices. The results also reveal how these practices support the co-creation of the customer experience. Research limitations/implications – the authors focus on the FS context only, do not examine the impact of the practices on performance, and do not explore experience co-creation from the perspective of the customer. Practical implications – Adopting these practices can facilitate a more co-created customer experience, which in turn can provide FS organizations with a competitive differentiator. Originality/value – the paper advances current knowledge by revealing five customer experience management practices that are specific to the FS context. Moreover, this is one of the first studies to explore experience co-creation from the perspective of the organization and to identify ways in which organizations can support customers in co-creating the experiences.
Abstract.
DOI.
Maull R, Smart A, Liang L (2014). A process model of product service supply chains.
Production Planning and Control,
25, 1091-1106.
Abstract:
A process model of product service supply chains
This paper addresses the call for the development of product service supply chains (PSSC) model in support of supply chain integration, focusing specifically on the inter-relationship of product and services in PSSC. Whilst the product aspects of supply chains have been extensively researched there is widespread recognition that the service elements have received inadequate attention and that is the focus of the early part of the paper. We examine the features of service environments using unified service theory concluding that supply chain operations reference is unsuitable for developing a PSSC model. We apply their Operate model to Talkphone, an internationally leading telecoms company with an integrated PSSC. Using the case research method, we develop an IDEF0 model of the core operate processes of Talkphone. We then use the IDEF0 model to highlight the importance of co-ordinating product and multiple service concepts for integrated PSSCs. An important observation is the importance of the model as a heuristic device for managing and co-ordinating PSSCs, particularly where there are multiple service concepts (see Figure 8). Finally, we consider the implications for future work including the potential for further empirical work into types of integrated PSSC which combine the four product and four service types into 16 possible combinations.
Abstract.
DOI.
Ponsignon F, Maull RS, Smart PA (2014). Four archetypes of process improvement: a Q-methodological study.
International Journal of Production Research,
52(15), 4507-4525.
Abstract:
Four archetypes of process improvement: a Q-methodological study
This paper explores the process improvement approaches of organisations. It seeks to identify process redesign principles and the combinations of these principles that are used successfully in industry. We use Q-methodology to explore the viewpoints of a range of highly experienced process experts about the success of 16 improvement practices. Q-methodology enables the examination of the similarities and differences in the success of the improvement principles used by organisations in order to inform archetypes of process improvement. Overall, our findings suggest that process improvement is determined through the application of two foundational principles combined with one of four archetypes. Remove non-value-adding tasks and re-sequence tasks are described as foundational principles of process improvement, whilst outsourcing needs to be approached with caution. Furthermore, we articulate four distinctive archetypes comprising unique configurations of improvement principles that can be used to redesign operational processes. Based on this evidence we propose a typology of process improvement. This work suggests that rather than adopting generic improvement frameworks, managers should consult the typology to determine the archetype in closest proximity to their specific requirements. This study has several limitations including the small number of items populating the concourse and the fact that implementation problems are not taken into account. © 2013 Taylor & Francis.
Abstract.
DOI.
Andreu L, Ng I, Maull R, Shadbolt W (2012). Reducing the fear of crime in a community as a complex service system: the case of London Borough of Sutton.
European Management Journal,
30(5), 410-417.
DOI.
Maull R, Johnston R, Geraldi J (2012). Service Supply Chains: a Customer Perspective. Journal of Supply Chain Management, 48(4).
Smith L, Ng I, Maull R (2012). The three value proposition cycles of equipment-based service.
Production Planning and Control,
23(7), 553-570.
Abstract:
The three value proposition cycles of equipment-based service
This article contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design and implementation of service systems, a service system being considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM 2008). Specifically, this article investigates value propositions in the context of equipment-based service systems. Our qualitative findings identify three value proposition cycles: Recovery, Availability and Outcome. In so doing, showing that providers offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative connections between provider and customer systems. © 2012 Copyright Taylor and Francis Group, LLC.
Abstract.
DOI.
Ng ICL, Parry G, Smith L, Maull RS, Briscoe G (2012). Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls Royce. Journal of Service Management, 23(3), 416-439.
Smith L, Maull RS, Ng I (2011). Servitization and Operations Management: a Service Dominant-Logic Approach. International Journal of Operations and Production Management
Williams M, Smart PA, Maull RS (2010). Patient Safety - a casualty of target success. International Journal of Public Sector Management, 23(5).
Maull RS, Smart PA, Harris A, AAF K (2009). An evaluation of 'fast track' in A&E: a discrete event simulation approach.
The Service Industries Journal,
29(7), 923-941.
Abstract:
An evaluation of 'fast track' in A&E: a discrete event simulation approach
This longitudinal study provides primary evidence on the impact that a fast-track strategy in a hospital Emergency Department has on patient wait time. The study uses a discrete event simulation model to predict output within a variety of triage categories and compares these with post-implementation results. The results of the study indicate a significant reduction in patient wait time with 13.2% of the population waiting longer than 4 h prior to implementation compared with 1.4% post-implementation. However, while this fast-track strategy significantly improves service delivery to patients with minor conditions, service for patients with more acute conditions is not proportionately improved.
Abstract.
DOI.
Ng ICL, Maull R, Yip N (2009). Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry. European Management Journal, 27(6), 377-387.
Ng I, Maull RS, Yip N (2009). Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry.
European Management Journal,
27, 377-387.
Abstract:
Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry
Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract changes the dynamics of the delivery, bringing complex issues such as customer behaviours and involvement to the forefront, with both customer and firm focused on value co-creation and co-production, rather than each party’s contractual obligation. We uncover four areas that are crucial in the understanding of value co-production in service delivery and analysed them through a systems approach combined with the application of the service-dominant logic, both considered as the theoretical underpinnings of service science.
Abstract.
Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management:
Implications for Theory and Practice. British Journal of Management, 20(4), 491-507.
kumar V, smart PA, Maddern H, Maull RS (2008). Alternative Perspectives on Service Quality and Customer Satisfaction: the Role of BPM. International Journal of Service Industry Management, 19(2), 176-187.
Ng I, Maull RS, Godsiff P (2008). An integrated approach towards revenue management.
Journal of Revenue Pricing and Management(7), 185-195.
Abstract:
An integrated approach towards revenue management
This paper argues that advanced demand exhibit three characteristics — that of being probabilistic, stochastic and deterministic. Deterministic demand results in revenue management practices being cross-functional. The paper proposes a new revenue management system that integrates four decision sets of the firm: the value set, the segmentation set, the sensitivity set and the forecasting set. An integrated revenue management system also links the concept of capacity to the attributes promised by the firm to the customer. The paper then proposes that service firms that do not sell 'unitised' services such as seats or rooms have to define and capture its amorphous capacity and through capacity limitation, create advanced demand and practice strategic revenue management.
Abstract.
batista L, smart A, Maull RS (2008). The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control, 19(5), 535-544.
Smart PA, Baker P, Maddern H, Maull R (2007). Customer Satisfaction and Service Quality in UK Financial Services.
International Journal of Operations & Production Management,
27(9), 999-1019.
DOI.
Maddern H, Maull RS, Smart PA, Baker P (2007). Customer satisfaction and service quality in UK financial services.
International Journal of Operations & Production Management,
27(9-10), 998-1019.
Abstract:
Customer satisfaction and service quality in UK financial services
Purpose - the paper seeks to evaluate the drivers of customer satisfaction (CS), specifically exploring the impact of business process management (BPM) on service quality and CS.Design/methodology/approach - a longitudinal case study uses quantitative and qualitative data to test six propositions derived from current literature.Findings - Analysis confirms the role of staff satisfaction and service quality as key drivers of CS, suggested in the service profit chain, but proposes a more complex set of relationships. Technical service quality (TSQ) is found to play a critical role in determining CS and a strong causal link is found between TSQ and BPM.Research limitations/implications - Findings are based on a single case, in a fast-changing sector.Practical implications - Findings suggest that managers should focus on TSQ as a priority. End-to-end BPM is identified as a key enabler of TSQ.Originality/value - the research challenges the adequacy of the service profit chain and the emphasis on soft factors evident in much of the existing marketing and service operations literature. In examining the drivers of CS, this research offers an alternative perspective which places BPM at the centre of the debate.
Abstract.
DOI.
Maddern H, Maull RS, Smart A, Baker P (2007). Satisfaction and Service Quality in UK Financial Services. International Journal of Operations and Production Management, 27(9), 999-1019.
Smart PA, Maull RS, Radnor Z, Childe S (2004). A Methodology for the Application of Business Processes in Small and Medium Sized Enterprises. Production Planning and Control, 15(1).
Childe SJ, Maull RS, Radnor ZJ, Smart PA (2004). Capitalizing on thematic initiatives: a framework for process-based change in SMEs.
Production Planning & Control,
15(1), 2-12.
DOI.
Bales RR, Maull RS, Radnor Z (2004). The Development of Supply Chain Management Within the Aerospace Manufacturing Sector. Supply Chain Management Journal, 9, 250-256.
Bales RR, Maull RS, Radnor Z (2004). The development of supply chain management within the aerospace manufacturing sector.
Supply Chain Management-An International Journal,
9(3-4), 250-255.
Abstract:
The development of supply chain management within the aerospace manufacturing sector
This paper analyses the development of aerospace material supply chains. The paper begins with an overview of operations management literature, which introduces and conceptualises the research area. Supply chain literature is examined, focusing on supply chain structure and the inter-organisational links between supply chain actors. Analysis of case study material is presented to illustrate the scope, complexity and interdependent nature of the aerospace supply chain. Recurring themes from the literature are compared with the data categories emergent from the empirical case data. The results are discussed in terms of the changes that are taking place in supply chain structure to increase the overall effectiveness of the network. The paper concludes by identifying the need for, and discussing the nature of, a specialised organisation focused on managing the complex structure of the supply chain.
Abstract.
DOI.
Smart PA, Maull RS, Radnor Z, Housel TJ (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61.
Smart PA, Housel T, Maull R, Radnor ZJ (2003). An approach for identifying value in business processes.
Journal of Knowledge Management,
7(4), 49-61.
DOI.
Maull RS, Maull W, Tranfield D (2003). Factors characterising the maturity of BPR programmes.
International Journal of Operations & Production Management,
23(6), 596-624.
DOI.
Maull RS, Ellis B, Williams T (2002). Demand chain management theory: constraints and development from global aerospace supply webs.
Journal of Operations Management,
20(6), 691-706.
DOI.
Childe SJ, Maull RS, Nash Z (2001). Factors affecting the implementation of process based change.
International Journal of Technology Management,
22(1-3), 55-72.
DOI.
Maull RS, Brown P, Cliffe R (2001). Organisational Culture and Quality Improvement.
International Journal of Operations & Production Management,
21(3), 302-327.
DOI.
Smart PA, Maull RS, Childe SJ (1999). A reference model of 'operate' processes for process-based change.
International Journal of Computer Integrated Manufacturing,
12(6), 471-482.
Abstract:
A reference model of 'operate' processes for process-based change
This paper highlights the key issues which restrict the practical integration of business processes in manufacturing enterprises. The interest in integration among both practitioners and academics is evident from the research agendas and Improvement programmes which have emerged. It has become apparent, however, that there is fragmentation within the domain. Whilst practitioners have focused on business processes through their re-engineering programmes to improve enterprise efficiency, information system developers have emphasized the use of standard models to accelerate the speed of configuration and implementation of integrated systems for enterprises. For their part, researchers have concentrated their efforts on the development of conceptual frameworks which embody the key characteristics and dimensions relevant for enterprise integration.There is new a need to capitalize on these developments and to bridge the gap between the conceptual and practical requirements of integration. The development of a reference model, constructed using IDEF0 is described. The model is a partial model which can be particularized by practitioners to form a representation of their own enterprise.
Abstract.
Smart PA, Maull RS, Greswell TJ, Childe SJ, Tranfield DR (1999). Strategies for enterprise integration: the three-lens model.
IFAC-PapersOnLine,
32(2), 163-170.
DOI.
Maull RS, Weaver AM, Childe SJ, Smart PA, Bennett J (1995). Current issues in Business Process Re-engineering in UK manufacturing companies. International Journal of Operations and Production Management
Maull R, Childe S (1994). Business Process Re‐engineering.
Journal of Service Management,
5(3), 26-34.
DOI.
Childe SJ, Maull RS, Bennett J (1994). FRAMEWORKS FOR UNDERSTANDING BUSINESS PROCESS REENGINEERING.
International Journal of Operations and Production Management,
14(12), 22-34.
Abstract:
FRAMEWORKS FOR UNDERSTANDING BUSINESS PROCESS REENGINEERING
Introduces a number of concepts and frameworks developed during the first phase of an EPSRC/CDP grant entitled ''A Specification of a Business Process Reengineering Methodology for Small and Medium Sized Manufacturing Enterprises''. A traditional, functionally oriented organization is characterized by fragmentation and staged inventories of work caused by a failure to integrate and synchronize activities. A process focused organization aims to optimize performance across the whole process. Outlines many of the key issues facing organizations seeking to adopt a process orientation. Presents two frameworks for analysis. The first identifies the major business processes in any manufacturing company, the second seeks to classify types of business process re-engineering intervention. Concludes by discussing the major issues currently facing those researching into business process reengineering.
Abstract.
Maull RS, Childe SJ (1993). A step-by-step guide to the identification of an appropriate computer-aided production management system.
Production Planning and Control,
4(1), 69-76.
Abstract:
A step-by-step guide to the identification of an appropriate computer-aided production management system
The increasing dissatisfaction of users with their Computer-aided production management (CAPM) systems has been widely reported. This dissatisfaction led the UK's Science and Engineering Research Council to initiate a major study to improve CAPM systems use. The research results presented here form part of the overall initiative and focus on the development of a set of guiding principles for companies seeking to implement appropriate CAPM systems. The research team have identified three key elements that must be considered when implementing a CAPM system. First, that CAPM implementation can be eased if the overall manufacturing-system is first simplified. Second, we recognize that even then most companies will still require a computerized solution thus any methodology must include a software specification. Third, the overall performance of the system may be enhanced by changes to the infrastructure that supports the software. In attempting to meet these requirements the research team developed a four-stage methodology. The first two stages of the methodology deal primarily with the strategic context for CAPM, i.e. the simplification. The last two stages develop a software specification and present guidelines for the development of appropriate infrastructure configurations. © 1993 Taylor & Francis Group, LLC.
Abstract.
DOI.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP).
IFIP Transactions B-Applications in Technology,
13, 517-524.
Abstract:
THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP)
This paper will outline the changes in the manufacturing infrastructure and control system in the transformation of a medium sized one-of-a-kind manufacturing company based in South West England. The changes were based upon Group Technology cells and a dedicated control system designed to deal with uncertainty and lack of data. Initial results indicate reduced manufacturing lead times.
Abstract.
Maull R, Hughes D, Childe S, Weston N, Tranfield D, Smith S (1990). A Methodology for the Design and Implementation of Resilient CAPM Systems.
International Journal of Operations & Production Management,
Volume 10(Issue 9), 27-36.
DOI.
Tannock, JDT, Maull RS (1988). THE INTEGRATED QUALITY SYSTEM IN CIM. COMPUTER INTEGRATED MANUFACTURING SYSTEMS, 1(4), 228-234.
Chapters
Ng ICL, Maull RS (In Press). Embedding the New Discipline of Service Science. In Demirkan H, Spohrer JC, Krishna V (Eds.) The Science of Service Systems, Springer.
Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In (Ed) Advancement of Services Systems.
Batista L, Bourlakis M, Smart P, Maull R (2018). Business Models in the Circular Economy and the Enabling Role of Circular Supply Chains. In (Ed)
Operations Management and Sustainability, 105-134.
DOI.
Godsiff P, Maull R, Davies P (2018). Systems Behaviour and Implications for Service-Dominant Logic. In (Ed)
The SAGE Handbook of Service-Dominant Logic, 214-229.
DOI.
Ng I, Parry G, Maull R, McFarlane D (2011). Complex Engineering Service Systems: a Grand Challenge. In (Ed)
Complex Engineering Service Systems, 439-454.
DOI.
Smart PA, Childe SJ, Maull RS (1999). Supporting business process re-engineering in industry: towards a methodology. In Gulladge R, Elzinga J (Eds.) Process Engineering: Advancing the State of the Art, Boston: Kluwer Academic Pub, 283-319.
Maull RS, Childe SJ, Mills JB, Smart PA (1998). The Role of CIM and Robotics in Enterprise Engineering. In Nof SY (Ed) Handbook of industrial robotics, Wiley, 495-508.
Smart PA, Maull RS, Childe SJ (1997). Integration in Small and Medium Enterprises:Specification of a Business Process Re-engineering Methodology. In (Ed)
Enterprise Engineering and Integration, 449-458.
DOI.
Maull R, Weaver A, Smart A, Childe S (1997). Using IDEF0 to develop Generic Business Process Models. In (Ed)
Computer Applications in Production and Engineering, 227-236.
DOI.
Childe SJ, Weaver AM, Maull RS, Smart PA, Bennett J (1995). The application of generic process models in Business Process Re-engineering. In (Ed)
Re-engineering the Enterprise, 110-120.
DOI.
Maull R, Childe S (1993). Methodologies for the Regeneration of Manufacturing Competitiveness. In (Ed)
Advances in Factories of the Future, CIM and Robotics, 13-21.
DOI.
Childe S, Maull R, Hughes D, Weston N, Tranfield D, Smith S (1991). A Methodology for the Implementation of Integrated CAPM Systems. In (Ed)
Achieving Competitive Edge Getting Ahead Through Technology and People, 109-114.
DOI.
Conferences
Kewell EJ, Mulligan C, Godsiff P, Maull R (2017). Programmable Money, Digital Gold and the Future of Blockchain:. Categorizing the Affordances and Expectations of a Promising Technology. CADE. 1st - 3rd Jun 2017.
Abstract:
Programmable Money, Digital Gold and the Future of Blockchain:. Categorizing the Affordances and Expectations of a Promising Technology
Abstract.
Maull R, Mulligan C, Godsiff P (2015). Introduction to new economic models of the digital economy Minitrack.
DOI.
Maull R, Godsiff P, Mulligan C (2015). Transitioning to the pull economy: the case of the UK railways.
Abstract:
Transitioning to the pull economy: the case of the UK railways
Abstract.
DOI.
Maull R, Mulligan CEA (2014). New Economic Models of the Digital Economy. 2014 47th Hawaii International Conference on System Sciences.
DOI.
Maull R, Godsiff P, Mulligan CEA (2014). The impact of datafication on service systems.
Abstract:
The impact of datafication on service systems
Abstract.
DOI.
Maull R, Godsiff P, Ng I (2013). A systems model of a service organization.
Abstract:
A systems model of a service organization
Abstract.
DOI.
Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). 14th - 17th Jun 2007.
Abstract:
Alternative perspectives on service quality and customer satisfaction: the role of BPM
Abstract.
DOI.
Kumar V, Maddern H, Smart PA, Maull RS, Tiwari MK (2006). Analysing the drivers of customer satisfaction using structural equation modelling. 10th Annual conference of the Society of Operations Management. 21st - 23rd Dec 2006.
Smart PA, Maddern H, Maull RS (2006). Business Process Management (BPM): the missing link in the service profit chain. Production Operations Management Society - College of Service Operations.
Maddern H, Smart PA, Spilsbury C, Maull RS (2005). BPM as an enabler for Six Sigma. European Operations Management Conference.
Maddern H, Maull RS, Smart PA, Spilsbury C (2005). Business Process Management As an Enabler for Six Sigma: Evidence from UK Financial Services. Operations and Global Competiveness.
Maull RS, Smart PA, Karasneh A, Smith D (2004). Process Design in Hospitals: the Role of Simulation Models. 11th International Annual EurOMA conference. 27th - 29th Jun 2004.
Maddern H, Maull RS, Smart PA (2004). Understanding Business process management: Evidence from UK Financial Services. 11th International Annual EurOMA conference. 27th - 29th Jun 2004.
Maddern H, Maull RS (2003). Measuring Business Process Management: a case study from UK Financial Services. One World: One View of POM?.
Smart PA, Maull RS, Smith D (2003). Strategies for Integration: the Three lens Model. in One World: One View of POM?.
Bales R, Maull RS, Radnor Z (2003). The Development of Supply Chain Management within the Aerospace Manufacturing Sector. One World: One View of POM?.
Smart PA, Maull RS, Karasneh A, Housel T, Radnor Z (2001). An approach to identify value in business processes. 8th International European Operations Management Association Conference.
Williams T, Maull RS, Ellis B, Gregory M (2001). Global aerospace competences: strategy and supply chain tiers. 8th International European Operations Management Association Conference.
Smart PA, Maull RS, Greswell T, Radnor Z (2001). The characterisation and validation of a framework for process based change in SMEs. 1st World Conference on Production and Operations Management.
Greswell T, Childe S, Maull R (1998). Three manufacturing strategy archetypes - a framework for the UK aerospace industry.
Author URL.
Maull RS, Weaver AM, Childe SJ, Smar PA, Bennett J (1995). Current issues in business process re-engineering.
DOI.
MARTIN V, WHITTLE S, TRANFIELD D, SMITH S, CHILDE S, MAULL R, ENGINEERS IE (1994). STRATEGIES FOR REGENERATING MANUFACTURING COMPETITIVENESS - MANAGEMENT BY PERCEPTION.
Author URL.
Childe SJ, Delapascua G, Hallihan AJ, Maull RS, Pearce PD (1993). PRODUCTIVITY IMPROVEMENTS IN a MAKE TO ORDER COMPANY. 4th International Conference on Productivity and Quality Research. 9th - 12th Feb 1993.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP). 5TH INTERNATIONAL CONFERENCE ON ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS ( APMS 93 ). 28th - 30th Sep 1993.
MAULL R, CHILDE S, HUGHES D, BENNETT J, TRANFIELD D, SMITH S, ENGINEERS IE (1992). METHODOLOGICAL APPROACHES TO THE REGENERATION OF COMPETITIVENESS IN MANUFACTURING.
Author URL.
Maull RS, Childe SJ, Hughes DR (1991). A USER LED METHODOLOGY FOR THE DESIGN AND IMPLEMENTATION OF INTEGRATED PRODUCTION MANAGEMENT-SYSTEMS. 4TH INTERNATIONAL CONF ON COMPUTER APPLICATIONS IN PRODUCTION AND ENGINEERING : INTEGRATION ASPECTS ( CAPE 91 ). 10th - 12th Sep 1991.
Publications by year
In Press
Kazantsev N, Islam N, Zwiegelaar J, Brown A, Maull R (In Press). Data Sharing for Business Model Innovation in Platform Ecosystems: from Private Data to Public Good.
Technological Forecasting and Social ChangeAbstract:
Data Sharing for Business Model Innovation in Platform Ecosystems: from Private Data to Public Good
The existing studies posit that open data could unlock more than $3 trillion in additional value worldwide across different application domains. This paper investigates a data-sharing perspective in business models of platform ecosystems and discusses how platform owners can derive more value using data. We choose a sample of 12 platforms where data is used as a key resource for service propositions. By contrasting these cases, we identify and analyse four archetypes: (1) data crawler, (2) data marketplace, (3) data aggregator, and (4) data disseminator. We define the key features of these archetypes and demonstrate how they realise value via the platform. The archetypes guide managers to realise private and public goods via data sharing. Based on our findings, the paper derives recommendations for data-driven business model innovation for platform ecosystems.
Abstract.
Ng ICL, Maull RS (In Press). Embedding the New Discipline of Service Science. In Demirkan H, Spohrer JC, Krishna V (Eds.) The Science of Service Systems, Springer.
Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In (Ed) Advancement of Services Systems.
Ponsignon F, Smart PA, Maull RS (In Press). SERVICE DELIVERY SYSTEM DESIGN: characteristics and contingencies.
International Journal of Operations and Production Management,
31(3), 324-349.
DOI.
In Prep
Maddern H, Smart PA, Maull RS (In Prep). Service supply chain management: a way forward. International Journal of Management Reviews
In Press
kumar V, Batista L, Maull R (In Press). The Impact of Operations Performance on
Customer Loyalty. Service Industries Journal
Lopez D, Plans D, Maull R, Alexander AT (In Press). The transfer of knowledge in coupled interactive modes of open innovation.
2023
Pearson S, Brewer S, Manning L, Bidaut L, Onoufriou G, Durrant A, Leontidis G, Jabbour C, Zisman A, Parr G, et al (2023). Decarbonising our food systems: contextualising digitalisation for net zero.
Frontiers in Sustainable Food Systems,
7 DOI.
2021
Brewer S, Pearson S, Maull R, Godsiff P, Frey JG, Zisman A, Parr G, McMillan A, Cameron S, Blackmore H, et al (2021). A trust framework for digital food systems.
Nature Food,
2(8), 543-545.
DOI.
Ponsignon F, Davies P, Smart A, Maull R (2021). An in-depth case study of a modular service delivery system in a logistics context.
International Journal of Logistics Management,
32(3), 872-897.
Abstract:
An in-depth case study of a modular service delivery system in a logistics context
Purpose: the objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings. Design/methodology/approach: an in-depth single-case study relying on interview data and extensive documentary evidence is carried out in the business-to-business (B2B) logistics sector. Three main analytical techniques are used to make sense of the qualitative data: thematic analysis, process mapping and the application of modular operators. Findings: a modular service delivery system comprises three types of processes that collectively deliver modular offerings. The platform consists of core processes that enable the collection, transport and delivery of physical items for all offerings (modular and non-modular). Dedicated modular processes are mandatory and exclusive to individual modular offerings. Optional modular processes are shared across several modular offerings. Interfaces regulate physical (e.g. parcels or parts) and information (e.g. booking data) inputs provided by the customer in order to control the interdependencies within these different process types. Practical implications: the identification of three process types and their interdependencies provides detailed insights into how managers can design modular logistics services that benefit from economies of scale and meet increasingly variable customer requirements. The importance of well-designed interfaces among the customers, the service offering and the service delivery system is highlighted. Originality/value: This study extends previous modularity studies in service logistics. It is the first study to apply modular operators to determine the presence of modularity in the service delivery system and to establish the role of different process types in enabling modularity in the service delivery system.
Abstract.
DOI.
2020
Mitchell R, Maull R, Pearson S, Brewer S, Collison M (2020). The impact of COVID-19 on the UK fresh food supply chain.
DOI.
2019
Pearson S, May D, Leontidis G, Swainson M, Brewer S, Bidaut L, Frey JG, Parr G, Maull R, Zisman A, et al (2019). Are Distributed Ledger Technologies the panacea for food traceability?.
Global Food Security,
20, 145-149.
Abstract:
Are Distributed Ledger Technologies the panacea for food traceability?
Distributed Ledger Technology (DLT), such as blockchain, has the potential to transform supply chains. It can provide a cryptographically secure and immutable record of transactions and associated metadata (origin, contracts, process steps, environmental variations, microbial records, etc.) linked across whole supply chains. The ability to trace food items within and along a supply chain is legally required by all actors within the chain. It is critical to food safety, underpins trust and global food trade. However, current food traceability systems are not linked between all actors within the supply chain. Key metadata on the age and process history of a food is rarely transferred when a product is bought and sold through multiple steps within the chain. Herein, we examine the potential of massively scalable DLT to securely link the entire food supply chain, from producer to end user. Under such a paradigm, should a food safety or quality issue ever arise, authorized end users could instantly and accurately trace the origin and history of any particular food item. This novel and unparalleled technology could help underpin trust for the safety of all food, a critical component of global food security. In this paper, we investigate the (i) data requirements to develop DLT technology across whole supply chains, (ii) key challenges and barriers to optimizing the complete system, and (iii) potential impacts on production efficiency, legal compliance, access to global food markets and the safety of food. Our conclusion is that while DLT has the potential to transform food systems, this can only be fully realized through the global development and agreement on suitable data standards and governance. In addition, key technical issues need to be resolved including challenges with DLT scalability, privacy and data architectures.
Abstract.
DOI.
2018
Batista L, Bourlakis M, Smart P, Maull R (2018). Business Models in the Circular Economy and the Enabling Role of Circular Supply Chains. In (Ed)
Operations Management and Sustainability, 105-134.
DOI.
Batista L, Bourlakis M, Smart P, Maull R (2018). In search of a circular supply chain archetype – a content-analysis-based literature review.
Production Planning & Control,
29(6), 438-451.
DOI.
Godsiff P, Maull R, Davies P (2018). Systems Behaviour and Implications for Service-Dominant Logic. In (Ed)
The SAGE Handbook of Service-Dominant Logic, 214-229.
DOI.
2017
Maull R, Godsiff P, Mulligan C, Brown A, Kewell B (2017). Distributed ledger technology: Applications and implications.
Strategic Change,
26(5), 481-489.
Abstract:
Distributed ledger technology: Applications and implications
Distributed ledger technologies (DLTs) are rewriting conventional notions of business transacting, creating fresh opportunities for value creation and capture. Using qualitative interview data as a primary resource, the proposed five-point model synthesizes these possibilities, demonstrating how they may lead to “disruptive innovation.” a further conceptual model is subsequently provided with a view to assisting future problem solving in the area.
Abstract.
DOI.
Baron S, Patterson A, Maull R, Warnaby G (2017). Feed People First.
Journal of Service Research,
21(1), 135-150.
Abstract:
Feed People First
Service research highlights the utility of adopting a service ecosystem approach to studying service innovation. It suggests that service innovations can arise from challenging and developing the institutions (i.e. norms, rules, practices, meanings, and symbols) which underpin an ecosystem. Also, recent emphasis on consumer well-being posits that studies of service provision to poor consumers are needed. Reflecting these research priorities, the context of this case study on service innovation is the food waste ecosystem, whereby service innovations can contribute to the alleviation of food poverty for thousands of citizens. The central actor of the ecosystem is the leading UK charity organization fighting food waste. The paper’s contribution lies in using data from ecosystem actors to clarify the distinctions between institutions, thereby enhancing understanding of the application of institutional theory within the ecosystem and highlighting some theoretical implications for service innovation both within- and between-system levels. An actor institutions matrix is offered as a fruitful outcome of the analysis of the institutions, and suggested recommendations for operationalizing service ecosystem studies are outlined.
Abstract.
DOI.
Kewell EJ, Mulligan C, Godsiff P, Maull R (2017). Programmable Money, Digital Gold and the Future of Blockchain:. Categorizing the Affordances and Expectations of a Promising Technology. CADE. 1st - 3rd Jun 2017.
Abstract:
Programmable Money, Digital Gold and the Future of Blockchain:. Categorizing the Affordances and Expectations of a Promising Technology
Abstract.
Batista L, Davis-Poynter S, Ng I, Maull R (2017). Servitization through outcome-based contract – a systems perspective from the defence industry.
International Journal of Production Economics,
192, 133-143.
DOI.
2016
Parry GC, Brax SA, Maull RS, Ng ICL (2016). Operationalising IoT for reverse supply: the development of use-visibility measures.
Supply Chain Management,
21(2), 228-244.
Abstract:
Operationalising IoT for reverse supply: the development of use-visibility measures
Purpose – Improvement of reverse supply chains requires accurate and timely information about the patterns of consumption. In the consumer context, the ways to generate and access such use-visibility data are in their infancy. The purpose of this study is to demonstrate how the Internet of Things (IoT) may be operationalised in the domestic setting to capture data on a consumer’s use of products and the implications for reverse supply chains. Design/methodology/approach – This study uses an explorative case approach drawing on data from studies of six UK households. “Horizontal” data, which reveals patterns in consumers’ use processes, is generated by combining “vertical” data from multiple sources. Use processes in the homes are mapped using IDEF0 and illustrated with the data. The quantitative data are generated using wireless sensors in the home, and qualitative data are drawn from online calendars, social media, interviews and ethnography. Findings – the study proposes four generic measurement categories for operationalising the concept of use-visibility: experience, consumption, interaction and depletion, which together address the use of different household resources. The explorative case demonstrates how these measures can be operationalised to achieve visibility of the context of use in the home. The potential of such use-visibility for reverse supply chains is discussed. Research limitations/implications – This explorative case study is based on an in-depth study of the bathroom which illustrates the application of use-visibility measures (UVMs) but provides a limited use context. Further research is needed from a wider set of homes and a wider set of use processes and contexts. Practical implications – the case demonstrates the operationalisation of the combination of data from different sources and helps answer questions of “why?”, “how?”, “when?” and “how much?”, which can inform reverse supply chains. The four UVMs can be operationalised in a way that can contribute to supply chain visibility, providing accurate and timely information of consumption, optimising resource use and eliminating waste. Originality/value – IDEF0 framework and case analysis is used to identify and validate four UVMs available through IoT data – that of experience, consumption, interaction and depletion. The UVMs characterise IoT data generated from a given process and inform the primary reverse flow in the future supply chain. They provide the basis for future data collection and development of theory around their effect on reverse supply chain efficiency.
Abstract.
DOI.
2015
Ng I, Scharf K, Pogrebna G, Maull R (2015). Contextual variety, Internet-of-Things and the choice of tailoring over platform: Mass customisation strategy in supply chain management.
International Journal of Production Economics,
159, 76-87.
DOI.
Ponsignon F, Klaus P, Maull RS (2015). Experience co-creation in financial services: an empirical exploration.
Journal of Service Management,
26(2), 295-320.
Abstract:
Experience co-creation in financial services: an empirical exploration
Purpose – the purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the organization. Design/methodology/approach – the authors adopt a multiple case study approach. In total, 23 cases provide a rich understanding of the phenomenon studied which permits grounding the findings on robust data. Findings – the authors identify five practices that are consistently used by FS organizations to manage the customer experience. The findings suggest that four industry-specific characteristics affect the choice of these practices. The results also reveal how these practices support the co-creation of the customer experience. Research limitations/implications – the authors focus on the FS context only, do not examine the impact of the practices on performance, and do not explore experience co-creation from the perspective of the customer. Practical implications – Adopting these practices can facilitate a more co-created customer experience, which in turn can provide FS organizations with a competitive differentiator. Originality/value – the paper advances current knowledge by revealing five customer experience management practices that are specific to the FS context. Moreover, this is one of the first studies to explore experience co-creation from the perspective of the organization and to identify ways in which organizations can support customers in co-creating the experiences.
Abstract.
DOI.
Maull R, Mulligan C, Godsiff P (2015). Introduction to new economic models of the digital economy Minitrack.
DOI.
Maull R, Godsiff P, Mulligan C (2015). Transitioning to the pull economy: the case of the UK railways.
Abstract:
Transitioning to the pull economy: the case of the UK railways
Abstract.
DOI.
2014
Maull R, Smart A, Liang L (2014). A process model of product service supply chains.
Production Planning and Control,
25, 1091-1106.
Abstract:
A process model of product service supply chains
This paper addresses the call for the development of product service supply chains (PSSC) model in support of supply chain integration, focusing specifically on the inter-relationship of product and services in PSSC. Whilst the product aspects of supply chains have been extensively researched there is widespread recognition that the service elements have received inadequate attention and that is the focus of the early part of the paper. We examine the features of service environments using unified service theory concluding that supply chain operations reference is unsuitable for developing a PSSC model. We apply their Operate model to Talkphone, an internationally leading telecoms company with an integrated PSSC. Using the case research method, we develop an IDEF0 model of the core operate processes of Talkphone. We then use the IDEF0 model to highlight the importance of co-ordinating product and multiple service concepts for integrated PSSCs. An important observation is the importance of the model as a heuristic device for managing and co-ordinating PSSCs, particularly where there are multiple service concepts (see Figure 8). Finally, we consider the implications for future work including the potential for further empirical work into types of integrated PSSC which combine the four product and four service types into 16 possible combinations.
Abstract.
DOI.
Ponsignon F, Maull RS, Smart PA (2014). Four archetypes of process improvement: a Q-methodological study.
International Journal of Production Research,
52(15), 4507-4525.
Abstract:
Four archetypes of process improvement: a Q-methodological study
This paper explores the process improvement approaches of organisations. It seeks to identify process redesign principles and the combinations of these principles that are used successfully in industry. We use Q-methodology to explore the viewpoints of a range of highly experienced process experts about the success of 16 improvement practices. Q-methodology enables the examination of the similarities and differences in the success of the improvement principles used by organisations in order to inform archetypes of process improvement. Overall, our findings suggest that process improvement is determined through the application of two foundational principles combined with one of four archetypes. Remove non-value-adding tasks and re-sequence tasks are described as foundational principles of process improvement, whilst outsourcing needs to be approached with caution. Furthermore, we articulate four distinctive archetypes comprising unique configurations of improvement principles that can be used to redesign operational processes. Based on this evidence we propose a typology of process improvement. This work suggests that rather than adopting generic improvement frameworks, managers should consult the typology to determine the archetype in closest proximity to their specific requirements. This study has several limitations including the small number of items populating the concourse and the fact that implementation problems are not taken into account. © 2013 Taylor & Francis.
Abstract.
DOI.
Maull R, Mulligan CEA (2014). New Economic Models of the Digital Economy. 2014 47th Hawaii International Conference on System Sciences.
DOI.
Maull R, Godsiff P, Mulligan CEA (2014). The impact of datafication on service systems.
Abstract:
The impact of datafication on service systems
Abstract.
DOI.
2013
Maull R, Godsiff P, Ng I (2013). A systems model of a service organization.
Abstract:
A systems model of a service organization
Abstract.
DOI.
2012
Andreu L, Ng I, Maull R, Shadbolt W (2012). Reducing the fear of crime in a community as a complex service system: the case of London Borough of Sutton.
European Management Journal,
30(5), 410-417.
DOI.
Maull R, Johnston R, Geraldi J (2012). Service Supply Chains: a Customer Perspective. Journal of Supply Chain Management, 48(4).
Smith L, Ng I, Maull R (2012). The three value proposition cycles of equipment-based service.
Production Planning and Control,
23(7), 553-570.
Abstract:
The three value proposition cycles of equipment-based service
This article contributes to the emerging discipline of service science through an empirical investigation of value propositions as connections between service systems. The starting point for our research is that service science is an interdisciplinary approach to the study, design and implementation of service systems, a service system being considered a dynamic configuration of resources (people, technology, organisations and shared information) that create and deliver value between the provider and the customer through service (IfM and IBM 2008). Specifically, this article investigates value propositions in the context of equipment-based service systems. Our qualitative findings identify three value proposition cycles: Recovery, Availability and Outcome. In so doing, showing that providers offer three distinct propositions of value with three different primary transformations. This research contributes to theory in service systems by identifying value propositions as multiple, simultaneous and iterative connections between provider and customer systems. © 2012 Copyright Taylor and Francis Group, LLC.
Abstract.
DOI.
Ng ICL, Parry G, Smith L, Maull RS, Briscoe G (2012). Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls Royce. Journal of Service Management, 23(3), 416-439.
2011
Ng I, Parry G, Maull R, McFarlane D (2011). Complex Engineering Service Systems: a Grand Challenge. In (Ed)
Complex Engineering Service Systems, 439-454.
DOI.
Smith L, Maull RS, Ng I (2011). Servitization and Operations Management: a Service Dominant-Logic Approach. International Journal of Operations and Production Management
2010
Williams M, Smart PA, Maull RS (2010). Patient Safety - a casualty of target success. International Journal of Public Sector Management, 23(5).
2009
Maull RS, Smart PA, Harris A, AAF K (2009). An evaluation of 'fast track' in A&E: a discrete event simulation approach.
The Service Industries Journal,
29(7), 923-941.
Abstract:
An evaluation of 'fast track' in A&E: a discrete event simulation approach
This longitudinal study provides primary evidence on the impact that a fast-track strategy in a hospital Emergency Department has on patient wait time. The study uses a discrete event simulation model to predict output within a variety of triage categories and compares these with post-implementation results. The results of the study indicate a significant reduction in patient wait time with 13.2% of the population waiting longer than 4 h prior to implementation compared with 1.4% post-implementation. However, while this fast-track strategy significantly improves service delivery to patients with minor conditions, service for patients with more acute conditions is not proportionately improved.
Abstract.
DOI.
Ng ICL, Maull R, Yip N (2009). Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry. European Management Journal, 27(6), 377-387.
Ng I, Maull RS, Yip N (2009). Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry.
European Management Journal,
27, 377-387.
Abstract:
Outcome-based Contracts as a driver for Systems thinking and Service-Dominant Logic in Service Science: Evidence from the Defence industry
Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract changes the dynamics of the delivery, bringing complex issues such as customer behaviours and involvement to the forefront, with both customer and firm focused on value co-creation and co-production, rather than each party’s contractual obligation. We uncover four areas that are crucial in the understanding of value co-production in service delivery and analysed them through a systems approach combined with the application of the service-dominant logic, both considered as the theoretical underpinnings of service science.
Abstract.
Smart PA, Maddern H, Maull RS (2009). Understanding Business Process Management:
Implications for Theory and Practice. British Journal of Management, 20(4), 491-507.
2008
kumar V, smart PA, Maddern H, Maull RS (2008). Alternative Perspectives on Service Quality and Customer Satisfaction: the Role of BPM. International Journal of Service Industry Management, 19(2), 176-187.
Kumar V, Smart PA, Maddern H, Maull RS (2008). Alternative perspectives on service quality and customer satisfaction: the role of BPM. 10th International Research Symposium on Service Excellence in Management (QUIS 10). 14th - 17th Jun 2007.
Abstract:
Alternative perspectives on service quality and customer satisfaction: the role of BPM
Abstract.
DOI.
Ng I, Maull RS, Godsiff P (2008). An integrated approach towards revenue management.
Journal of Revenue Pricing and Management(7), 185-195.
Abstract:
An integrated approach towards revenue management
This paper argues that advanced demand exhibit three characteristics — that of being probabilistic, stochastic and deterministic. Deterministic demand results in revenue management practices being cross-functional. The paper proposes a new revenue management system that integrates four decision sets of the firm: the value set, the segmentation set, the sensitivity set and the forecasting set. An integrated revenue management system also links the concept of capacity to the attributes promised by the firm to the customer. The paper then proposes that service firms that do not sell 'unitised' services such as seats or rooms have to define and capture its amorphous capacity and through capacity limitation, create advanced demand and practice strategic revenue management.
Abstract.
batista L, smart A, Maull RS (2008). The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control, 19(5), 535-544.
2007
Smart PA, Baker P, Maddern H, Maull R (2007). Customer Satisfaction and Service Quality in UK Financial Services.
International Journal of Operations & Production Management,
27(9), 999-1019.
DOI.
Maddern H, Maull RS, Smart PA, Baker P (2007). Customer satisfaction and service quality in UK financial services.
International Journal of Operations & Production Management,
27(9-10), 998-1019.
Abstract:
Customer satisfaction and service quality in UK financial services
Purpose - the paper seeks to evaluate the drivers of customer satisfaction (CS), specifically exploring the impact of business process management (BPM) on service quality and CS.Design/methodology/approach - a longitudinal case study uses quantitative and qualitative data to test six propositions derived from current literature.Findings - Analysis confirms the role of staff satisfaction and service quality as key drivers of CS, suggested in the service profit chain, but proposes a more complex set of relationships. Technical service quality (TSQ) is found to play a critical role in determining CS and a strong causal link is found between TSQ and BPM.Research limitations/implications - Findings are based on a single case, in a fast-changing sector.Practical implications - Findings suggest that managers should focus on TSQ as a priority. End-to-end BPM is identified as a key enabler of TSQ.Originality/value - the research challenges the adequacy of the service profit chain and the emphasis on soft factors evident in much of the existing marketing and service operations literature. In examining the drivers of CS, this research offers an alternative perspective which places BPM at the centre of the debate.
Abstract.
DOI.
Maddern H, Maull RS, Smart A, Baker P (2007). Satisfaction and Service Quality in UK Financial Services. International Journal of Operations and Production Management, 27(9), 999-1019.
2006
Kumar V, Maddern H, Smart PA, Maull RS, Tiwari MK (2006). Analysing the drivers of customer satisfaction using structural equation modelling. 10th Annual conference of the Society of Operations Management. 21st - 23rd Dec 2006.
Smart PA, Maddern H, Maull RS (2006). Business Process Management (BPM): the missing link in the service profit chain. Production Operations Management Society - College of Service Operations.
2005
Maddern H, Smart PA, Spilsbury C, Maull RS (2005). BPM as an enabler for Six Sigma. European Operations Management Conference.
Maddern H, Maull RS, Smart PA, Spilsbury C (2005). Business Process Management As an Enabler for Six Sigma: Evidence from UK Financial Services. Operations and Global Competiveness.
2004
Smart PA, Maull RS, Radnor Z, Childe S (2004). A Methodology for the Application of Business Processes in Small and Medium Sized Enterprises. Production Planning and Control, 15(1).
Childe SJ, Maull RS, Radnor ZJ, Smart PA (2004). Capitalizing on thematic initiatives: a framework for process-based change in SMEs.
Production Planning & Control,
15(1), 2-12.
DOI.
Maull RS, Smart PA, Karasneh A, Smith D (2004). Process Design in Hospitals: the Role of Simulation Models. 11th International Annual EurOMA conference. 27th - 29th Jun 2004.
Bales RR, Maull RS, Radnor Z (2004). The Development of Supply Chain Management Within the Aerospace Manufacturing Sector. Supply Chain Management Journal, 9, 250-256.
Bales RR, Maull RS, Radnor Z (2004). The development of supply chain management within the aerospace manufacturing sector.
Supply Chain Management-An International Journal,
9(3-4), 250-255.
Abstract:
The development of supply chain management within the aerospace manufacturing sector
This paper analyses the development of aerospace material supply chains. The paper begins with an overview of operations management literature, which introduces and conceptualises the research area. Supply chain literature is examined, focusing on supply chain structure and the inter-organisational links between supply chain actors. Analysis of case study material is presented to illustrate the scope, complexity and interdependent nature of the aerospace supply chain. Recurring themes from the literature are compared with the data categories emergent from the empirical case data. The results are discussed in terms of the changes that are taking place in supply chain structure to increase the overall effectiveness of the network. The paper concludes by identifying the need for, and discussing the nature of, a specialised organisation focused on managing the complex structure of the supply chain.
Abstract.
DOI.
Maddern H, Maull RS, Smart PA (2004). Understanding Business process management: Evidence from UK Financial Services. 11th International Annual EurOMA conference. 27th - 29th Jun 2004.
2003
Smart PA, Maull RS, Radnor Z, Housel TJ (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61.
Smart PA, Housel T, Maull R, Radnor ZJ (2003). An approach for identifying value in business processes.
Journal of Knowledge Management,
7(4), 49-61.
DOI.
Maull RS, Maull W, Tranfield D (2003). Factors characterising the maturity of BPR programmes.
International Journal of Operations & Production Management,
23(6), 596-624.
DOI.
Maddern H, Maull RS (2003). Measuring Business Process Management: a case study from UK Financial Services. One World: One View of POM?.
Smart PA, Maull RS, Smith D (2003). Strategies for Integration: the Three lens Model. in One World: One View of POM?.
Bales R, Maull RS, Radnor Z (2003). The Development of Supply Chain Management within the Aerospace Manufacturing Sector. One World: One View of POM?.
2002
Maull RS, Ellis B, Williams T (2002). Demand chain management theory: constraints and development from global aerospace supply webs.
Journal of Operations Management,
20(6), 691-706.
DOI.
2001
Smart PA, Maull RS, Karasneh A, Housel T, Radnor Z (2001). An approach to identify value in business processes. 8th International European Operations Management Association Conference.
Childe SJ, Maull RS, Nash Z (2001). Factors affecting the implementation of process based change.
International Journal of Technology Management,
22(1-3), 55-72.
DOI.
Williams T, Maull RS, Ellis B, Gregory M (2001). Global aerospace competences: strategy and supply chain tiers. 8th International European Operations Management Association Conference.
Maull RS, Brown P, Cliffe R (2001). Organisational Culture and Quality Improvement.
International Journal of Operations & Production Management,
21(3), 302-327.
DOI.
Smart PA, Maull RS, Greswell T, Radnor Z (2001). The characterisation and validation of a framework for process based change in SMEs. 1st World Conference on Production and Operations Management.
1999
Smart PA, Maull RS, Childe SJ (1999). A reference model of 'operate' processes for process-based change.
International Journal of Computer Integrated Manufacturing,
12(6), 471-482.
Abstract:
A reference model of 'operate' processes for process-based change
This paper highlights the key issues which restrict the practical integration of business processes in manufacturing enterprises. The interest in integration among both practitioners and academics is evident from the research agendas and Improvement programmes which have emerged. It has become apparent, however, that there is fragmentation within the domain. Whilst practitioners have focused on business processes through their re-engineering programmes to improve enterprise efficiency, information system developers have emphasized the use of standard models to accelerate the speed of configuration and implementation of integrated systems for enterprises. For their part, researchers have concentrated their efforts on the development of conceptual frameworks which embody the key characteristics and dimensions relevant for enterprise integration.There is new a need to capitalize on these developments and to bridge the gap between the conceptual and practical requirements of integration. The development of a reference model, constructed using IDEF0 is described. The model is a partial model which can be particularized by practitioners to form a representation of their own enterprise.
Abstract.
Smart PA, Maull RS, Greswell TJ, Childe SJ, Tranfield DR (1999). Strategies for enterprise integration: the three-lens model.
IFAC-PapersOnLine,
32(2), 163-170.
DOI.
Smart PA, Childe SJ, Maull RS (1999). Supporting business process re-engineering in industry: towards a methodology. In Gulladge R, Elzinga J (Eds.) Process Engineering: Advancing the State of the Art, Boston: Kluwer Academic Pub, 283-319.
1998
Maull RS, Childe SJ, Mills JB, Smart PA (1998). The Role of CIM and Robotics in Enterprise Engineering. In Nof SY (Ed) Handbook of industrial robotics, Wiley, 495-508.
Greswell T, Childe S, Maull R (1998). Three manufacturing strategy archetypes - a framework for the UK aerospace industry.
Author URL.
1997
Smart PA, Maull RS, Childe SJ (1997). Integration in Small and Medium Enterprises:Specification of a Business Process Re-engineering Methodology. In (Ed)
Enterprise Engineering and Integration, 449-458.
DOI.
Maull R, Weaver A, Smart A, Childe S (1997). Using IDEF0 to develop Generic Business Process Models. In (Ed)
Computer Applications in Production and Engineering, 227-236.
DOI.
1995
Maull RS, Weaver AM, Childe SJ, Smart PA, Bennett J (1995). Current issues in Business Process Re-engineering in UK manufacturing companies. International Journal of Operations and Production Management
Maull RS, Weaver AM, Childe SJ, Smar PA, Bennett J (1995). Current issues in business process re-engineering.
DOI.
Childe SJ, Weaver AM, Maull RS, Smart PA, Bennett J (1995). The application of generic process models in Business Process Re-engineering. In (Ed)
Re-engineering the Enterprise, 110-120.
DOI.
1994
Maull R, Childe S (1994). Business Process Re‐engineering.
Journal of Service Management,
5(3), 26-34.
DOI.
Childe SJ, Maull RS, Bennett J (1994). FRAMEWORKS FOR UNDERSTANDING BUSINESS PROCESS REENGINEERING.
International Journal of Operations and Production Management,
14(12), 22-34.
Abstract:
FRAMEWORKS FOR UNDERSTANDING BUSINESS PROCESS REENGINEERING
Introduces a number of concepts and frameworks developed during the first phase of an EPSRC/CDP grant entitled ''A Specification of a Business Process Reengineering Methodology for Small and Medium Sized Manufacturing Enterprises''. A traditional, functionally oriented organization is characterized by fragmentation and staged inventories of work caused by a failure to integrate and synchronize activities. A process focused organization aims to optimize performance across the whole process. Outlines many of the key issues facing organizations seeking to adopt a process orientation. Presents two frameworks for analysis. The first identifies the major business processes in any manufacturing company, the second seeks to classify types of business process re-engineering intervention. Concludes by discussing the major issues currently facing those researching into business process reengineering.
Abstract.
MARTIN V, WHITTLE S, TRANFIELD D, SMITH S, CHILDE S, MAULL R, ENGINEERS IE (1994). STRATEGIES FOR REGENERATING MANUFACTURING COMPETITIVENESS - MANAGEMENT BY PERCEPTION.
Author URL.
1993
Maull RS, Childe SJ (1993). A step-by-step guide to the identification of an appropriate computer-aided production management system.
Production Planning and Control,
4(1), 69-76.
Abstract:
A step-by-step guide to the identification of an appropriate computer-aided production management system
The increasing dissatisfaction of users with their Computer-aided production management (CAPM) systems has been widely reported. This dissatisfaction led the UK's Science and Engineering Research Council to initiate a major study to improve CAPM systems use. The research results presented here form part of the overall initiative and focus on the development of a set of guiding principles for companies seeking to implement appropriate CAPM systems. The research team have identified three key elements that must be considered when implementing a CAPM system. First, that CAPM implementation can be eased if the overall manufacturing-system is first simplified. Second, we recognize that even then most companies will still require a computerized solution thus any methodology must include a software specification. Third, the overall performance of the system may be enhanced by changes to the infrastructure that supports the software. In attempting to meet these requirements the research team developed a four-stage methodology. The first two stages of the methodology deal primarily with the strategic context for CAPM, i.e. the simplification. The last two stages develop a software specification and present guidelines for the development of appropriate infrastructure configurations. © 1993 Taylor & Francis Group, LLC.
Abstract.
DOI.
Maull R, Childe S (1993). Methodologies for the Regeneration of Manufacturing Competitiveness. In (Ed)
Advances in Factories of the Future, CIM and Robotics, 13-21.
DOI.
Childe SJ, Delapascua G, Hallihan AJ, Maull RS, Pearce PD (1993). PRODUCTIVITY IMPROVEMENTS IN a MAKE TO ORDER COMPANY. 4th International Conference on Productivity and Quality Research. 9th - 12th Feb 1993.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP).
IFIP Transactions B-Applications in Technology,
13, 517-524.
Abstract:
THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP)
This paper will outline the changes in the manufacturing infrastructure and control system in the transformation of a medium sized one-of-a-kind manufacturing company based in South West England. The changes were based upon Group Technology cells and a dedicated control system designed to deal with uncertainty and lack of data. Initial results indicate reduced manufacturing lead times.
Abstract.
Childe SJ, Maull RS, Weaver AM (1993). THE APPLICATION OF HIERARCHICAL CONTROL-SYSTEMS TO REDUCE LEAD TIMES IN ONE-OF-A-KIND PRODUCTION (OKP). 5TH INTERNATIONAL CONFERENCE ON ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS ( APMS 93 ). 28th - 30th Sep 1993.
1992
MAULL R, CHILDE S, HUGHES D, BENNETT J, TRANFIELD D, SMITH S, ENGINEERS IE (1992). METHODOLOGICAL APPROACHES TO THE REGENERATION OF COMPETITIVENESS IN MANUFACTURING.
Author URL.
1991
Childe S, Maull R, Hughes D, Weston N, Tranfield D, Smith S (1991). A Methodology for the Implementation of Integrated CAPM Systems. In (Ed)
Achieving Competitive Edge Getting Ahead Through Technology and People, 109-114.
DOI.
Maull RS, Childe SJ, Hughes DR (1991). A USER LED METHODOLOGY FOR THE DESIGN AND IMPLEMENTATION OF INTEGRATED PRODUCTION MANAGEMENT-SYSTEMS. 4TH INTERNATIONAL CONF ON COMPUTER APPLICATIONS IN PRODUCTION AND ENGINEERING : INTEGRATION ASPECTS ( CAPE 91 ). 10th - 12th Sep 1991.
1990
Maull R, Hughes D, Childe S, Weston N, Tranfield D, Smith S (1990). A Methodology for the Design and Implementation of Resilient CAPM Systems.
International Journal of Operations & Production Management,
Volume 10(Issue 9), 27-36.
DOI.
1988
Tannock, JDT, Maull RS (1988). THE INTEGRATED QUALITY SYSTEM IN CIM. COMPUTER INTEGRATED MANUFACTURING SYSTEMS, 1(4), 228-234.
