PUBLICATIONS / CONFERENCES
June 2019: Adding societal value through multi-agency working – Challenges in practice. Williams, S.C., Shaw, N., Allen, D.K., Forsgren, E., McLaughlin, F. (2019) [Presentation and Conference paper accepted for June 2019]. EurOMA Annual Conference, Helsinki, Finland.
June 2019: Exploring customer expectations of great service – The social responsibilities of UK social housing landlords. CACHE and HSA Symposium on the Social Responsibilities of Landlords – Evolving roles in the social and rented sectors. Sheffield, UK.
Jan 2019: Making customer feedback actionable for societal benefit – A service operations management model. Williams, S.C., Shaw, N., Allen, D.K. (2019). [Presentation]. POMS-HK International Conference, Hong Kong. Conference theme: ‘Operations for a better world’
Nov 2018: Office for Data Analytics Project Evaluation. Allen, D.K., Shaw, N., Forsgren, E., Williams, S.C., McLaughlin, F. (2018). [Publication of report]
Dec 2017: Technology and transformational reform in UK policing – A Delphi study exploring barriers and enablers. Williams, S.C., Shaw, N., Allen, D.K., Norman, A., Gritt, E., Forsgren, E. (2017). [Presentation]. POMS International Conference, Sydney, Australia. Conference theme: ‘Navigating the future: Innovative technologies and methodologies in operations management’.
July 2017: Technology and performance management in UK policing.Shaw, N., Williams, S.C., Allen, D.K., Norman, A., Gritt, E., Forsgren, E. (2017). [Publication of report].
July 2017: A customer feedback model for service performance improvement: Preliminary case study results.Williams S.C, Shaw, N. and Allen, D.K. (2017). [Presentation and Conference paper]. EurOMA Annual Conference, Edinburgh, UK.
June 2017: Delphi Study: Technology and transformational reform in policing – Barriers and enablers.Shaw, N., Williams, S.C., Allen, D.K., Norman, A., Gritt, E., Forsgren, E. (2017). [Publication of report].
April 2017: How can advances in smartphone technology address inequalities in the social housing sector?Williams, S.C. and Shaw, N. (2017). [Presentation]. Housing Studies Association Annual Conference, York, UK.\
March 2017: Police data and analytics: The emerging landscape. Williams, S.C. (2017). [Presentation]. Ideas in Practice Symposium - Good use of big data: Capability, responsibility and ethics. British Academy, London, UK.
March 2017: How to overcome the challenges of mobile working. Norman, A., Williams, S.C. (2017). [Presentation]. BAPCO Annual Conference, Telford, UK.
January 2017: Policing, information and technology in the UK: A national study.Allen, D.K., Norman, A., Williams, S.C., Gritt, E., Forsgren, E., Shaw, N. (2017).[Publication of report].
July 2016: Customer satisfaction as a performance measurement and management tool in English social housing. Williams S.C., Shaw, N., Allen, D.K. (2016) [Presentation and Conference paper]. EurOMA Annual Conference, Trondheim, Norway.
April 2016: Perceptions of service performance in UK social housing – challenges and opportunities.Williams, S.C. (2016). [Presentation]. Housing Studies Association Annual Conference, York, UK.
Based within a service operations management context, my research interests predominently focus upon how customer feedback influences quality and service performance improvement. I have also undertaken research on technology and innovation in UK policing, and project evaluations of public sector multi-agency working.
- Member of British Academy of Management (BAM)
- Member of the Operational Research Society
- Member of EurOMA (European Operations Management Association)
Research groups and institutes
- Adaptation Information Management and Technology
- Centre for Operations and Supply Chain Research