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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Tools and Frameworks

Through a rigorous programme of research and investigation, we have been developing a set of tools and techniques which can be used by businesses to address some of their most pressing needs.

Business model innovation assessment:

This process helps senior teams identify whether their organisations have the right capabilities to innovate their business models. We have used this assessment successfully with a variety of senior teams, helping them develop a much clearer and more coherent strategy for organisational capability development as they seek to make the shift to services.

Identifying and designing enterprise-wide key performance indicators:

Firms often work with partners to deliver complex services and solutions but this creates a challenge when it comes to performance measures, which are typically developed within the confines of a single firm. The Cambridge Service Alliance has developed a structured process for developing cross-organisation, enterprisewide, key performance indicators. The process helps you to identify and design a small and well-structured set of key performance indicators that you and your partners can use to co-ordinate value creation and delivery across the network of organisations involved in the delivery of a complex service.

Ecosystem mapping toolkit:

As networks of firms pool their capabilities to deliver the desired customer outcomes, the question of who to collaborate with and how, becomes central to the strategic debate in many firms. Understanding the structure and nature of your ecosystem, as well as its economics is a prerequisite to thinking about your approach to collaboration and competition. The Cambridge methodology for mapping and innovating ecosystems helps you understand the structure of your ecosystem, analyse its economics and decide how you should seek to shift the balance of power in your ecosystem.

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

Podcast Interview with Deputy Director Dr Mohamed Zaki

Jul 20, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

Barriers and Facilitators to Incident Reporting in Servitized Manufacturers

Jul 17, 2017

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.

Podcast - The Fallacy of the Net Promoter Score

Jul 17, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Webinar - Business Ecosystems - Classification Model

Jul 10, 2017

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer

MSI Award for Customer Attrition Prevention with Artificial Intelligence project

Jul 04, 2017

A new award from the Marketing Science Institute for a project on customer attrition prevention with artificial intelligence, by Dr Mohamed Zaki and Dr. Benjamin Lucas

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