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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Events

One of the main events in the Alliance calendar is the annual Cambridge Service Week. More details on the individual days are included in the list of events below.

[Past events - to view details of previous events hosted by the Alliance]

Shift to Services Executive Education Programme

Drawing on the latest work from the Cambridge Service Alliance, this thought-provoking and practical two-day course considers how to design the shift to services.
When Apr 04, 2017 09:00 AM to
Apr 05, 2017 04:30 PM
Where IfM, Cambridge, UK
Contact Name
Attendees The programme has been designed for managers and senior executives involved in any aspect of the design and delivery of services.
Previous attendees have included:
General managers and directors
Service directors
Operations managers and directors
Business development and sales managers
Technical managers and service engineers
Global operations and service delivery managers
Design and innovation managers
If you are a member of a Professional Institution, participation in this workshop may count towards your Continuing Professional Development (CPD) record. Please check requirements with your Institution and let us know if you require a Certificate of Attendance.
Comments from previous attendees
"The collaborative work created opportunities to learn different perspectives"
"The tool set provided is practical and useful"
"Great overall process of understanding how to develop new business opportunities and understanding the customer perspective"
"A key learning for me was how to take a structured approach to fleshing out and refining a new service or existing service"
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Watch this webinar introduction to the Shift to Services programme.

Customers increasingly demand services and solutions, not just products. For companies this can be an opportunity to increase their revenues and develop long-term relationships with their customers. However, making the shift to services is difficult and remains an aspiration for many. Arriving at a clear vision of the service offering is often the first stumbling block. What will be offered and how? What are the risks? How do we deliver and create – as well as capture – value?

By the end of the course, you will be able to use our tools to design new services and improve existing ones and support the successful integration of services into your organisation.

The course will give you new insights into:

  • How firms design and re-design services and service offerings
  • How prototyping a service works
  • How tools such as emotion mapping, process mapping, business model innovation and blue-printing play a role in service design
  • How to manage the transition and the service journey

Topics include:

  • New thinking for service design
  • Understanding the ecosystem – expanding your strategic horizons
  • Defining the business model – focusing on your customers’ needs
  • Planning your service strategy journey
  • Innovating the value delivery system – aligning resources and partners
  • Service emotion – identifying and managing the customer’s ‘emotion journey’ 
  • The role of big data – optimising service delivery and designing better solutions

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services. 

Drawing on the latest work from the Cambridge Service Alliance, this thought provoking and practical two-day course considers how to design the shift to services. The tutors have a highly engaging and interactive teaching style and have delivered workshops to a host of clients in the public and private, manufacturing and service sectors. 

Tuesday 4 April 2017

09:00-09:30   Introduction and welcome
09:30-10:00   Why do services matter and how are they defined?
10:00-10:45   The servitization of manufacturing
10:45-11:15   Refreshments
11:15-11:45   Pitch servitized product
11:45-12:30   Design thinking for services
12:30-13:30   Lunch
13:30-14:30   Collecting user stories through personas
14:30-15:15   Defining a service concept
15:15-15:45   Refreshments
15:45-17:30   Service prototyping

19.00 Course Dinner

Wednesday 5 April 2017

09:00-10:00   Service process mapping and blueprinting
10:00-11:00   Emotion mapping
11:00-11:30   Refreshments
11:30:12:30   Service prototyping - round 2
12:30-13:30   Lunch
13:30-14:30   Service business model innovation
14:30-15:30   Ecosystem perspective
15:30-15:45   Refreshments
15:45-16:00   Where IT going?
16:00-16:30   Wrap up and close

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services.

Watch this webinar introduction to the Shift to Services programme.

2017FebWebinarImageIntrotoS2S

More information about this event…

Community of Interest Meeting

April Community of Interest Meeting
When Apr 25, 2017 09:00 AM to
Apr 26, 2017 05:00 PM
Where TBA
Contact Name
Attendees Members of Partner Organisations only.
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The theme for this Community of Interest Meeting is to be announced nearer the date. 

***********************************
About Cambridge Service Alliance - Community of Interest

What is the CSA Community of Interest?

The Cambridge Service Alliance brings together non-competing firms with a common interest in innovating their business models and making the shift to services and solutions. The Community of Interest is designed to provide an open forum where our partner firms can share experience and ideas, learning directly from one another and the researchers.

Who can get involved in the Community of Interest?

The Community of Interest is open to anyone employed by our partner firms – BAE Systems, Caterpillar and IBM. We do not expect participants in the Community of Interest to attend every meeting, but we will make sure that those who have expressed interest receive details about events and workshops. There is no charge to attend Community of Interest meetings, although participants are expected to cover their own travel and accommodation.

How to get involved in the Community of Interest?

To register interest in participating simply e-mail Jacqueline Brown at the Cambridge Service Alliance.

Community of Interest Meeting

July Community of Interest Meeting
When Jul 11, 2017 09:30 AM to
Jul 12, 2017 05:00 PM
Where TBA
Contact Name
Attendees Members of Partner Organisations Only
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The theme for this meeting will be announced nearer the date.

***********************************
About Cambridge Service Alliance - Community of Interest

What is the CSA Community of Interest?

The Cambridge Service Alliance brings together non-competing firms with a common interest in innovating their business models and making the shift to services and solutions. The Community of Interest is designed to provide an open forum where our partner firms can share experience and ideas, learning directly from one another and the researchers.

Who can get involved in the Community of Interest?

The Community of Interest is open to anyone employed by our partner firms – BAE Systems, Caterpillar and IBM. We do not expect participants in the Community of Interest to attend every meeting, but we will make sure that those who have expressed interest receive details about events and workshops. There is no charge to attend Community of Interest meetings, although participants are expected to cover their own travel and accommodation.

How to get involved in the Community of Interest?

To register interest in participating simply e-mail Jacqueline Brown at the Cambridge Service Alliance.

Cambridge Service Week 2017 - Academic Conference

Academic Conference as part of Cambridge Service Week 2017
When Oct 05, 2017 09:30 AM to
Oct 06, 2017 05:00 PM
Where IfM, Cambridge, UK
Contact Name
Attendees By Invitation Only
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As part of Cambridge Service Week, we are holding an invited two-day Academic Conference. The event will be held at the Institute for Manufacturing, Cambridge, from 5-6 October. 

Cambridge Service Week 2017 - Industry Conference

Industry one-day Conference as part of Cambridge Service Week
When Oct 10, 2017
from 09:00 AM to 05:30 PM
Where Moller Centre, Cambridge, UK
Contact Name
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The theme and programme for this industry day conference will be announced in due course.

Cambridge Service Week 2017 - Partners Day

Partners Day event held as part of Cambridge Service Week 2017.
When Oct 11, 2017
from 09:30 AM to 05:30 PM
Where Moller Centre, Cambridge, UK
Contact Name
Attendees Nomination from Partner Organisation
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The agenda for this Partners Day Event will be released to delegates nearer the date.

Community of Interest Meeting

November Community of Interest Meeting
When Nov 09, 2017 09:30 AM to
Nov 10, 2017 05:00 PM
Where TBA
Contact Name
Attendees Members of Partner Organisations Only
Add event to calendar vCal
iCal

The theme for this Community of Interest Meeting will be announced nearer the date.

***********************************
About Cambridge Service Alliance - Community of Interest

What is the CSA Community of Interest?

The Cambridge Service Alliance brings together non-competing firms with a common interest in innovating their business models and making the shift to services and solutions. The Community of Interest is designed to provide an open forum where our partner firms can share experience and ideas, learning directly from one another and the researchers.

Who can get involved in the Community of Interest?

The Community of Interest is open to anyone employed by our partner firms – BAE Systems, Caterpillar and IBM. We do not expect participants in the Community of Interest to attend every meeting, but we will make sure that those who have expressed interest receive details about events and workshops. There is no charge to attend Community of Interest meetings, although participants are expected to cover their own travel and accommodation.

How to get involved in the Community of Interest?

To register interest in participating simply e-mail Jacqueline Brown at the Cambridge Service Alliance.

Shift to Services Executive Education Programme

Drawing on the latest work from the Cambridge Service Alliance, this thought-provoking and practical two-day course considers how to design the shift to services
When Nov 15, 2017 09:00 AM to
Nov 16, 2017 04:30 AM
Where IfM, Cambridge, UK
Contact Name
Attendees The programme has been designed for managers and senior executives involved in any aspect of the design and delivery of services.
Previous attendees have included:
General managers and directors
Service directors
Operations managers and directors
Business development and sales managers
Technical managers and service engineers
Global operations and service delivery managers
Design and innovation managers
If you are a member of a Professional Institution, participation in this workshop may count towards your Continuing Professional Development (CPD) record. Please check requirements with your Institution and let us know if you require a Certificate of Attendance.
Comments from previous attendees
"The collaborative work created opportunities to learn different perspectives"
"The tool set provided is practical and useful"
"Great overall process of understanding how to develop new business opportunities and understanding the customer perspective"
"A key learning for me was how to take a structured approach to fleshing out and refining a new service or existing service"
Add event to calendar vCal
iCal

Customers increasingly demand services and solutions, not just products. For companies this can be an opportunity to increase their revenues and develop long-term relationships with their customers. However, making the shift to services is difficult and remains an aspiration for many. Arriving at a clear vision of the service offering is often the first stumbling block. What will be offered and how? What are the risks? How do we deliver and create – as well as capture – value?

By the end of the course, you will be able to use our tools to design new services and improve existing ones and support the successful integration of services into your organisation.

The course will give you new insights into:

  • How firms design and re-design services and service offerings
  • How prototyping a service works
  • How tools such as emotion mapping, process mapping, business model innovation and blue-printing play a role in service design
  • How to manage the transition and the service journey

Topics include:

  • New thinking for service design
  • Understanding the ecosystem – expanding your strategic horizons
  • Defining the business model – focusing on your customers’ needs
  • Planning your service strategy journey
  • Innovating the value delivery system – aligning resources and partners
  • Service emotion – identifying and managing the customer’s ‘emotion journey’ 
  • The role of big data – optimising service delivery and designing better solutions

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services. 

Drawing on the latest work from the Cambridge Service Alliance, this thought provoking and practical two-day course considers how to design the shift to services. The tutors have a highly engaging and interactive teaching style and have delivered workshops to a host of clients in the public and private, manufacturing and service sectors. 

Tuesday 4 April 2017

09:00-09:30   Introduction and welcome
09:30-10:00   Why do services matter and how are they defined?
10:00-10:45   The servitization of manufacturing
10:45-11:15   Refreshments
11:15-11:45   Pitch servitized product
11:45-12:30   Design thinking for services
12:30-13:30   Lunch
13:30-14:30   Collecting user stories through personas
14:30-15:15   Defining a service concept
15:15-15:45   Refreshments
15:45-17:30   Service prototyping

19.00 Course Dinner

Wednesday 5 April 2017

09:00-10:00   Service process mapping and blueprinting
10:00-11:00   Emotion mapping
11:00-11:30   Refreshments
11:30:12:30   Service prototyping - round 2
12:30-13:30   Lunch
13:30-14:30   Service business model innovation
14:30-15:30   Ecosystem perspective
15:30-15:45   Refreshments
15:45-16:00   Where IT going?
16:00-16:30   Wrap up and close

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services.

More information about this event…

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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