Zoe Radnor is Dean, School of Business and Professor of Service Operations Management at University of Leicester, UK. She has been a Management Practice Advanced Institute of Management (AIM) Fellow considering sustainability of Lean in public services. She was the chair of the British Academic of Management (BAM) in 2013/14 and has sat on a number of advisory boards for Government and Healthcare organisations. Zoe’s main areas of interest are in process improvement and service management in public sector organisations. She started her academic career at the University of Leeds in 1994 as ESRC Management Teaching Fellow. She joined Warwick Business School in 2003 as Lecturer in Operations Management, and was promoted to Reader before joining Cardiff Business School as Professor of Operations Management and Associate Dean for Teaching and Learning in 2011. More recently, she has been Co-director of the Research Centre for Service Management and Associate Dean (Teaching) at Loughborough University.