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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge


Professor Andy Neely

Professor Andy Neely

Head of the Manufacturing and Management Division of the University of Cambridge Engineering Department and of the Institute for Manufacturing (IfM).

Founding Director, Cambridge Service Alliance

Royal Academy of Engineering Professor of Complex Services

Office Phone: 01223 765608


Andy Neely is Head of Cambridge University’s Institute for Manufacturing and Founding Director of the Cambridge Service Alliance, an industrial consortium involving the University of Cambridge and world-leading organisations with an interest in complex service systems, including BAE Systems, Caterpillar and IBM. Previous appointments include the Royal Academy of Engineering Professor of Complex Services at Cambridge, the Deputy Director of the Advance Institute of Management Research, a UK national research programme and the Director of the Centre for Business Performance at Cranfield University.

Andy’s research, teaching and consulting interests span manufacturing and service innovation, as well strategy and performance. Much of his research has focused on practical questions, such as how do organisations identify, design and deploy key performance indicators that are aligned with their strategy and how do manufacturing firms innovate their business models to provide services and solutions for their customers. He has wide experience of these issues in both the public and private sectors, having worked with Accenture, BAE Systems, BP, Caterpillar, DHL, EY, GSK Consumer Healthcare, IBM, KPMG, Linde, Morgan Stanley, Pearson, Rolls Royce Aerospace, Schroders, The Royal Mail, United Nations, Wolseley Centres and Zoetis.

Andy has written over 100 books and articles, including “Measuring Business Performance", published by the Economist and "The Performance Prism", published by the Financial Times. He has won numerous awards for his research and was the Founding Chairman of the Performance Measurement Association, an international network for those interested in the performance measurement and management. He was elected a Fellow of the Sunningdale Institute in 2005, a Fellow of the British Academy of Management in 2007, an Academician of the Academy of Social Sciences in 2008, a Fellow of the European Operations Management Association in 2009 and President of the European Operations Management Association in 2013.


  • Service Innovation
  • Servitization
  • business model innovation
  • Service Experience
  • Big Data
  • Through-Life Accountability
  • strategic leadership
  • Financial Performance
  • Outcome-Based Contracts
  • Performance

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

RSS Feed Latest news

Webinar - Customer Loyalty Predictive Model

Jan 10, 2017

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki

Webinar - Feedback from the Frontline

Dec 13, 2016

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer

Ecosystems Value Framework Paper

Dec 12, 2016

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.

December 2016 Newsletter

Dec 01, 2016

December 2016 Alliance Newsletter

Classification of Noisy Data

Nov 28, 2016

November paper on 'Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation' by Abdul Rauf Khan, Henrik Schiøler, Torben Knudsen, Murat Kulahci and Mohamed Zaki

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