Mel Smith

I am currently the Leader of Strategy and Operations Cluster at UWE, with line management responsibility for c30 academic staff and the academic development of the subject. I am experienced in teaching Operations Management, Supply Chain Management, general Business and Research Methods in the HE sector, along with supervising students from undergraduate placement students, through dissertation supervision, to PhD students. I am also an active researcher, with various publications in the areas of healthcare service quality, small business, sustainable supply chains and ERP implementation.

Research & Practice: Currently investigating the determinants of patient satisfaction in English GP surgeries and the role of performance measurement in achieving patient satisfaction. Other research includes looking at digital skills and data privacy online I have extensive experience of KTPs and I also supervise undergraduate placement projects. I am interested in taking on PhD supervision in the following areas: healthcare service operations and performance measurement; sustainable supply chains; small business operations improvement digital skills and data privacy; ​

Area of expertise Recent Research Measurement of Service Quality & Customer Satisfaction My research into healthcare service operations has looked at the somewhat neglected area of General Practice in the UK, specifically focusing on quantitative analysis of two key performance measurement tools (the Quality and Outcomes Framework and the GP Patient Survey) that the government uses to monitor GP performance. Outputs to date have included various conference papers, a book chapter examining the impact of the Quality and Outcomes Framework on patient satisfaction and a paper in Health Services Research (ABS 3), which seeks to identify the aspects of service quality, as measured in the GP Patient Survey, that determine positive patient experiences when visiting their GP Practice. I also have another paper in development looking at the links between service quality, customer satisfaction and value-in-use, which is due for submission to the International Journal of Management Reviews (ABS 3) this year.

SME Sustainable Supply Chains Supervised various PhD projects investigating how small businesses balance the three pillars of sustainability; economic, environmental and social in forward and reverse supply chains. Knowledge Management in ERP Implementation Supervised a PhD project looking at the impact of knowledge management on ERP implementations in large and small firms. ​Previous research includes:​ The development of a tool for introducing strategically derived performance measurement systems in smaller firms; Investigating the issues surrounding the adoption of ecommerce in small firms; Statistical analysis of timetabling dataset, plus analysis of the timetabling process, to identify the root causes of some of the timetabling problems. Researching the issues associated with implementing quality improvement tools including lean and 6 sigma in smaller firms.

Publications

Smith, M. and Smith, D. (2018) Directing improvements in primary care patient experience through analysis of service quality. Health Services Research. ISSN 1475-6773 Available from: http://eprints.uwe.ac.uk/35717 ' Jayawickrama, U., Liu, S. and Smith, M. (2018) Knowledge retention in ERP implementations: The context of UK SMEs. Production Planning and Control. ISSN 1366-5871 [In Press] Available from: http://eprints.uwe.ac.uk/36250 ' Jayawickrama, U., Liu, s. and Smith, M. (2017) Knowledge prioritisation for ERP implementation success: perspectives of clients and implementation partners in UK industries. Industrial Management & Data Systems, 117 (7). pp. 1521-1546. ISSN 0263-5577 Available from: http://eprints.uwe.ac.uk/31553 ' Jayawickrama, U., Liu, S. and Smith, M. (2016) Empirical evidence of an integrative knowledge competence framework for ERP systems implementation in UK industries. Computers in Industry, 82. pp. 205-223. ISSN 0166-3615 Available from: http://eprints.uwe.ac.uk/31477 ' Smith, M. (2015) The English patient experience: Does healthcare service quality matter? In: Radnor, Z. and Upton, D., eds. (2015) Public Service Operations Management. Routledge. ISBN 9781138813694 Available from: http://eprints.uwe.ac.uk/31784 ' Liu, S., Smith, M. H., Tuck, S., Pan, J., Alkuraiji, A. and Jayawickrama, U. (2015) Where can knowledge-based decision support systems go in contemporary business management — A new architecture for the future. Journal of Economics, Business and Management, 3 (5). pp. 498-504. ISSN 2301-3567 Available from: http://eprints.uwe.ac.uk/31478 ' Jayawickrama, U., Liu, S. and Smith, M. (2014) An ERP knowledge transfer framework for strategic decisions in knowledge management in organization. International Journal of Innovation, Management and Technology, 5 (4). pp. 301-308. ISSN 20100248 Available from: http://eprints.uwe.ac.uk/31507 ' Ashby, A., Leat, M. and Hudson Smith, M. (2012) Making connections: a review of supply chain management and sustainability literature. Supply Chain Management: An International Journal, 17 (5). pp. 497-516. ISSN 1359-8546 Available from: http://eprints.uwe.ac.uk/31481 ' Liu, S., Leat, M. and Smith, M. H. (2011) State-of-the-art sustainability analysis methodologies for efficient decision support in green production operations. International Journal of Sustainable Engineering, 4 (3). pp. 236-250. ISSN 1939-7038 Available from: http://eprints.uwe.ac.uk/31480 ' Hudson Smith, M. and Smith, D. (2007) Implementing strategically aligned performance measurement in small firms. International Journal of Production Economics, 106 (2). pp. 393-408. ISSN 0925-5273 Available from: http://eprints.uwe.ac.uk/31482 ' Hudson, M., Lean, J. and Smart, P. A. (2001) Improving control through effective performance measurement in SMEs. Production Planning & Control, 12 (8). pp. 804-813. ISSN 0953-7287 Available from: http://eprints.uwe.ac.uk/31483 ' Hudson, M., Smart, A. and Bourne, M. (2001) Theory and practice in SME performance measurement systems. International Journal of Operations & Production Management, 21 (8). pp. 1096-1115. ISSN 0144-3577 Available from: http://eprints.uwe.ac.uk/31484 '