Our People

Graham Clark BSc MSc DIC FIOM MCMI

g clarkGraham Clark is Senior Lecturer in Operations Management and Full Time MBA Director at Cranfield University School of Management.

Graham’s areas of expertise are in: change leadership; customer service and customer experience; developing operations strategy; and influencing organisational culture

Graham 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. Recent work has focused on the management of global operations.

Graham also concentrates on the overlap between operations strategy, change leadership and employee engagement. 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 former role as non executive director for the Institute of Customer Service, and he is a member of the editorial board of Customer Focus.

What People Say…

“Graham is one of the best lecturers at Cranfield School of Management, and certainly a well-appreciated and respected director of the MBA programme. Graham excels at influencing, leading by example, managing change and teaching. He is interested in the individual and tries to connect himself with everybody approaching him and trigger his/her own thinking”.

“Prof. Clark is a world-class operations management professor and an even better person to work with. I learnt a lot with him and would recommend him highly for operations management / excellence and change management programs”