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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Monthly Papers

2015 March Paper - DDBM Innovation Blueprint

 
Impact of firm characteristics on survivial: an empirical analysis in the context of service strategies

This is a working paper by Ornella Benedettini, Morgan Swink and Andy Neely. In this study, we suggest that the impact of a service orientation on a firm’s likelihood of survival depends on the presence of certain preconditions within the firm. In other terms, we ask: what are the differences between failing and surviving service-oriented product firms regarding important characteristics that are intertwined with the deployment of service resources and capabilities? It indicates characteristics that firms should try to protect when they expand into services if they do not want to incur greater risk of failure.

A Blueprint for the Next Generation Organisation: Reconciling agility, efficiency, and purpose

This is a Working Paper by Jonathan Trevor and Peter Williamson. Today, many CEOs recognise that their companies face three opposing pressures simultaneously: to re-organise to become more agile while at the same time maintaining relentless focus on efficiency and remain true to a consistent purpose that engages and motives their people. In order to look for answers to this problem this paper reminding us what the 21st Century organisation needs to deliver in order to achieve superior performance. It highlights that today’s organisational solutions, whether they are traditional bureaucracies, matrix structures, “ambidextrous” organisations, or the customer focused company don’t seem to be delivering on the two key demands of the 21st Century business environment: efficient integration and flexible adaptation.

A Classification Model for Product-Service Offerings

This is an strategic tool that in a simple map shows the wide spectrum of service types. Organisations generally use it to map their current services offerings and plan future ones – e.g. the strategic move to the next services. The classification illustrates how other organisations (including competitors) are competing with different services in different markets. By Paolo Gaiardelli, Barbara Resta, Veronica Martinez, Oberto Pinto, Pavel Ablores.

2014 December Paper

 
2014 August Paper

 
2013 December Paper

 
Optimising Asset Management within Complex Service Networks: The Role of Data

This is a working paper by Mohamed Zaki and Andy Neely. This paper reports a study which provides a series of implications that may be particularly helpful to companies considering ‘big data’ for their businesses. Considerable research effort has been expended on understanding how firms create and capture value from analytics in single organisations, focusing only on technical issues. Therefore, this paper proposes a diagnostic framework for optimising and improving complex services in organisations. The framework addresses key factors such as enablers, contextual barriers beyond the technical issues, value and benefits, and key dimensions of data necessary to optimise the delivery of their complex services. More specifically, the study focuses on understanding how asset heavy firms can make better use of data to optimise repair service delivery by using proactive condition monitoring services.

Case Studies: Analysing the Effects of Social Capital on Risks Taken by Suppliers in Outcome-Based Contracts

This is a working paper by Jingchen Hou and Andy Neely. This paper explores the effects of social capital (supplier-customer relationships) on risks taken in outcome-based contracts (OBC) by suppliers. In particular we explore risks of OBC, construction and development of social capital and effects of social capital on risks taken by suppliers. Semi-structured interviews were carried out in seven firms. Based on interviews, risks of OBC are identified and how structural, relational and cognitive social capital are constructed and developed is analysed. Social capital is identified to prevent and mitigate risks. This research can facilitate outcome-based contracts managers to think of risks of their contracts and the effects of customer-supplier relationships. In this way it contributes to firms’ risk management and customer relationship management in providing services by OBC.

Small Details that Make Big Differences: a radical approach to consumption experience as a firm’s differentiating strategy

This is a working paper by Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse. This paper argues that service organisations have focused too much on their core service performance and too little on designing the customer journey that enhances the entire customer experience. We argue that when performance levels become too similar in an industry, then the only competitive weapon is price and that in order to break this deadlock, firms should focus on the small details that make big differences to customers.

Systems Architectures and Innovation

This is a working paper by Stefano Miraglia. The concepts developed in the paper may provide partners with new principles for product design and engineering, and indications for developing more accurate measures of two fundamental characteristics of technological products: modularity and integrality. In particular, the proposed framework may help IT architects design software and hardware platforms that can be more easily and effectively altered, reconfigured, and upgraded to meet ever changing market and customer needs.

Product Safety in a World of Services: Through-Life Accountability

This is a working paper by Peter Fielder, Adrian Roper, Bill Walby, Joe Fuse, Andy Neely and Chris Pearson. Many organizations spectacularly fail to design and deliver their current value propositions that underpin their core business models; thus identifying their future value propositions becomes an unimaginable task. In this paper by Veronica Martinez and Trevor Turner the authors present a case study where they traced the value propositions’ shifts of a single firm over 40 years.

Designing Competitive Service Models

This is a working paper by Veronica Martinez and Trevor Turner. This paper presents a case study where we traced the value propositions’ shifts of a single firm over 40 years. The firm’s strategic decisions, market adaptation and influencing factors triggering the shift to new offerings are discussed. Then, the paper introduces a value proposition framework for organizations to diagnose the design and delivery of service value propositions. This framework could trace the endurance and adaptability of value propositions in the market at a longer term.

2012 October paper - Barriers to Servitization

 
2013 November paper - Servitization of Germany

 
2013 August paper - Data Quality Assessment

 
2013 July Paper - Managing Decision Making

 
2013 June Paper - Business Model Design

 
2013 May Paper - Firms characteristics

 
2013 March Paper - Successfully implementing

 
2013 January paper - Thriving in Open Innovation Ecosystems

 
2012 December paper - Enterprise Imaging

 
2013 October paper - barriers to servitization

 
2012 September Paper - Using Smart Objects to build the Internet of Things

 
2012 August - Organisaing servitization

 
2012 June paper - Complexity in services

 
2012 May Paper - Another Performance Paradox

 
2012 April paper - Divine innovation

 
2012 March paper - The Impact of Contract Type

 
2012 February Paper - Society's Grand Challenge

 
2012 January Paper - Towards Understanding the Value of Clients Aspirations

 
2011 December paper - Business Model Innovation in Health Care

 
2015 February Paper - DDBM Innovation Blueprint

 
2015 March Paper - Through Life Accountability

 
2015 January Paper - EVs

 
2015 April Paper - Capability-based view of service transitions

 
2015 May Paper - Shift to Services in Animal Health

 
2015 June Exec Briefing_The Future of Servitization: Technologies that will make a difference

 
2015 July Case Study IoAHT

 
2015 September Case Study_Sage

 
2015 October Paper - Industry Conditions

 
2014 March Paper - Big Data

 
2015 November Paper - Knowledge Management Capabilities

 
2015 December Paper_Why Do Servitized Firms Fail

 
2011 July - From Processes to Promise

 
2011 July - White Paper From Processes to Promise

 
2016 January paper - Seven CSF Report

 
2016 February paper - stakeholder networks

 
2016 March paper - Supplying innovation

 
2016 April paper - Engineering Services

 
2016 May Paper - Josephs Study

 
2016 June Paper - Service Platforms

 
2016 July Paper Critical Incidents

 
2016 Sept Exec Briefing - Feedback from the Frontline

 
2013FebBriefingEngineeringAssets

 
2012 Oct Exec Brief E Mobility

 
2013 Feb Exec Briefing Process to Promise

 
2016 October Paper _ Net Promotor Score

 
2016 November Paper - Noisy Data

 
2016 November Paper - Noisy Data

 
2016 December Paper - Ecosystems

 

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.

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Webinar - Customer Loyalty Predictive Model

Jan 10, 2017

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki

Webinar - Feedback from the Frontline

Dec 13, 2016

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer

Ecosystems Value Framework Paper

Dec 12, 2016

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.

December 2016 Newsletter

Dec 01, 2016

December 2016 Alliance Newsletter

Classification of Noisy Data

Nov 28, 2016

November paper on 'Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation' by Abdul Rauf Khan, Henrik Schiøler, Torben Knudsen, Murat Kulahci and Mohamed Zaki

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