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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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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

Risks of Outcome-Based Service Contracts

Feb 21, 2017

February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy Neely

New Pro-Vice-Chancellor Role for Professor Andy Neely

Feb 15, 2017

Professor Andy Neely, the University of Cambridge's new Pro-Vice-Chancellor of Enterprise and Business Relations.

Webinar on Classification of Noisy Data

Feb 13, 2017

13 February 2017 - Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation - Abdul Khan

A Process for B2B Partnerships - designing to deliver capability across companies

Jan 26, 2017

Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.

Podcast on Ecosystems Value Framework

Jan 23, 2017

Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems. The paper is co-authored with Veronica Martinez and Andy Neely.

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

Upcoming events