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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Podcast on Seven Critical Success Factors

Individual Podcasts from Professor Andy Neely and Dr Veronica Martinez on the 'Seven Critical Success Factors in the Shift to Services' Executive Briefing

Dr Veronica Martinez, Cambridge Service Alliance 

In this podcast Veronica outlines the problems for organisations who are embarking on the shift to services journey or who are already on this journey. Veronica discusses how the research what completed, and the outcomes and development of the Seven Critical Success Factors. ‘Organisations are struggling to compete and to become leaders in their markets. Each one of the seven Critical Success Factors (CSFs), factors that drive success in the shift to services, has a specific action before moving to the next one. No other report or paper will tell you about these pointers or how to use them. If you are already on the journey to developing services, these factors tell you what things you are doing well and what you are missing out on, or those that may overlap in some way. It is very much a mapping tool.  We have had access to senior people who make strategy at top levels in their organisations in compiling our report, they have already been living and solving these problems, which gives our CSFs report an edge.’

 

Professor Andy Neely, Cambridge Service Alliance 

Andy Neely, Director of the Cambridge Service Alliance discusses the latest Executive Briefing Seven Critical Success Factors in the Shift to Services, which sets out a roadmap from start to finish of that shift to services journey. It identifies seven critical success factors (CSFs) in order to deliver services successfully and gives firms a set of key actions to do this. Senior Management teams will need to priorities and work quickly, but these seven tools can accelerate the commercialisation of their new focus on service activities but they have to be used appropriately and step by step. Prof Neely comments in the podcast, ‘Firms are thinking through how they can make the shift to services and how to reinvent themselves and make that culture change in their organisation. Firms need to be organisationally ready and they also need to be market ready so they need to address the key questions of culture and mind-set in their organisation. Understanding the readiness of the market and then creating the right culture are two critical building blocks. It is what companies are doing today to make sure they survive tomorrow.

Click here to find out more about the report.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included BAE Systems, Caterpillar, GEA, IBM, Pearson, Zoetis, CEMEX, HCLTech and Bouygues


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