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Robert (Bob) Johnston is Professor of Operations Management at Warwick Business School and is one of the leading authorities in service operations management, specialising in the transformation of service organisations through the re-design and innovative delivery of service. Before moving to academia Dr Johnston held several line management and senior management posts in a number of service organisations in both the public and private sectors.
Bob provides advice to a wide range of private and public organisations and has global experience in executive education with leading companies. He has published over 200 books, papers and case studies. He is an Associate Dean of the Business School responsible for finance, planning and resources and Academic Director of the Diploma in Service Leadership run in Singapore. He serves on the editorial boards of ten leading journals, is a member of several international advisory boards and a vice president of the Institute of Customer Service.