We are delighted to be able to welcome Graham Clark BSc MSc DIC FIOM MCMI, Senior Lecturer in Operations Management and Full-Time MBA Academic Director at the Cranfield University School of Management as the latest Inaccord Associate.
Graham’s areas of expertise are in: change leadership; customer service & customer experience; developing operations strategy; and influencing organisational culture.
He started his career as an engineer in the automotive industry, progressing rapidly to manage manufacturing units in engineering companies. He went to Cranfield in 1986 to teach operations management, and developed expertise in working with companies making the transition from a product to service focus.
The focus of his work is with operations leaders throughout an organisation, enabling them to become more strategic in their thinking. He has worked with organisations in a wide range of sectors that include pharmaceuticals, financial service, defence, charities such as hospices and housing associations, telecommunications, and professional services. He has carried out research into the role of team leaders in “high commitment, low discretion” operations such as call and contact centres.
Graham has also been trained as a psychotherapist and uses insights from systems thinking and psycho-dynamics in designing change processes.
He is the co-author of a best selling text book (Service Operations Management; Financial Times/Prentice Hall). His interest in service is reflected in his role former role as non executive director for the Institute of Customer Service, and he is a member of the editorial board of Customer Focus.
In June this year, Inaccord’s Tim Hadfield and Chris Byrom made a presentation entitled ‘Implementing Change’ to a group of Cranfield MBA students who were nearing the end of their study course – providing students with practical help in terms of how they should position change initiatives in the organisations for which they work.