skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Making the Shift to Services

How to make and sustain the shift to services? 

More than ever customers, particularly industrial customers, are prepared to contract capabilities and outcomes and engage in longer relationships with providers. Customers buy outcomes that they value – fit their particular needs. Therefore the ability to sell services is becoming increasingly important for organizations in assessing their future competitive strategies to succeed in the market.

The shift to services, selling outcomes and solutions, rather than products, is extremely challenging. It requires new ways of working, communicating, interacting, planning and delivering continuous and progressive value to customers. The shift to services occurs across many business sectors and has implications across all organisational functions.

Digital Twins: Business Innovation and Disruption 

Many industries are paying more attention to Digital Twins (DTW). For instance, the transport, telecommunications, aerospace and other asset heavy industries are looking to implement Digital Twins into their existing services. the majority of research in DTW is focused on driving benefits on driving efficiency and reducing costs from DTW.

This year the shift to service project focuses on the study of “what disruption ‘Digital Twins’ bring to existing business models”. This project was successfully launched with the close collaboration from IBM, CAT, BAE and Thales. 

Outputs

The project has produced outputs including the service strategy model, the critical success factors in the shift to services and other individual tools to assist organisations in the development, management and commercial execution of their services.

The outputs and findings of this study are inspiring interesting discussions among the partners’ service field teams, generating new innovative ideas to test and implement services in practice. The project’s outputs are continually disseminated through presentations of preliminary results to industrial partners during weekly meetings, community of interest meetings, webinars and service field teams meetings.

2016 January Paper Imagex250

If you want to know more about the Seven Critical Success Factors in the Shift to service” you could download the Report or listen the Podcast.

The shift to service team has published a paper in the American Journal of Medical Research. The paper is “Making the transition to services in the animal health industry”. This is an important achievement as our research is crossing disciplines and moving to higher international standards.

Updates

The making and sustaining the shift to service research has captured the attention of practitioners and academics. This project’s progress includes a pilot study on how organisations make the shift to services, where president and vice-presidents were interviewed.

The project has developed better understanding on the service journey experience, the model to drive service strategy, the factors that drive success in the shift to services, the approach to pilot services among others.

Results from this project will be presented in the 2016 Community of Interest (CoI) meeting in USA.

Download

If you want to know more about the Seven Critical Success Factors in the Shift to service” you could download the Report or listen the Podcast.

Making the Shift to Services - Poster from Service Week 2016

Making the Shift to Services - Poster from Service Week 2015

Making and Sustaining the Shift to Services - Poster from Service Week 2014

'Making the Transition to Services in the Animal Health Industry' by Veronica Martinez., V Pouthas and Daniel Smith, in America Journal of Medical Research. (2017) 4 (1) : 34-49

Researchers

Dr. Veronica Martinez
Senior Research Associate

RSS Feed Latest news

Exploring the Journey to Services - Podcast Interview

Mar 27, 2017

In a new podcast from the Cambridge Service Alliance, Senior Researcher Veronica Martinez, talks about her new jointly authored paper: ‘Exploring the Journey to Services’. It is co-authored with Professor Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Exploring the Journey to Services

Mar 20, 2017

March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Webinar - The Ecosystems Value Framework

Mar 13, 2017

13 March 2017 - The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems - Florian Urmetzer

March 2017 Newsletter

Mar 01, 2017

March 2017 Alliance Newsletter

ServiceMax Webinar Introduced the Shift to Services Programme

Feb 23, 2017

Introduction to the Shift to Services Executive Programme - Webinar

View all news

Upcoming events

Shift to Services Executive Education Programme

Apr 04, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

Upcoming events