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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Monthly Paper Downloads

Each Month we released a paper in our Monthly Paper Series, which showcases a piece of research being undertaken by one of our researchers.  They are primarily academic papers, and can be either working papers or published research.  On each paper we try to highlight how the paper may be of interest to our partner, or other industrial, audiences. Often the topic of the monthly paper will have an associated Podcast, Webinar and/or Blog for further clarification and dissemination to academic and industrial audiences.

The most recent released is listed below, with the following table showing previous papers released.  

2017 February Paper Risks of OBC

Investigating risks of outcome-based service contracts from a provider's perspective

Increasingly servitized companies use outcome-based contracts (OBCs) or performance-based contracts (PBCs) to provide advanced services such as availability or capability. These agreements often incorporate gain share and pain share mechanisms, and service providers are paid based on the outcomes of the total solutions or the outcomes of customer value in a continual use situation. However, the service providers of OBCs are concerned about the fact that there is usually a risk transfer from the customers to the providers, and more risks are introduced to the service providers. This research aims to unpack and analyse risks of OBCs from the providers’ perspective. In this paper, we differentiate commercial risk at the contract negotiation stage and operational risk at the contract implementation stage, and identify twenty-three risk factors that lead to commercial risk and / or operational risk in OBCs. These risk factors are then categorized in five dimensions and their contributions to commercial risk and operational risk are evaluated respectively. The five dimensions are complexity and dynamism regarding the context, and capability, alignment and dependency regarding the stakeholders. By proposing the risk framework of OBCs, this paper provides guidance for risk management for practitioners who use outcome-based contracts for the service provision.

Risks of Outcome-Based Service Contracts

Risks of Outcome-Based Service Contracts

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

Risks of Outcome-Based Service Contracts - Read More…

Ecosystems Value Framework Paper

Ecosystems Value Framework Paper

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.

Ecosystems Value Framework Paper - Read More…

Classification of Noisy Data

Classification of Noisy Data

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

Classification of Noisy Data - Read More…

Customer Loyalty Predictive Model Paper

Customer Loyalty Predictive Model Paper

The October 2016 paper by Mohamed Zakie, Dalia Kandeil, Andy Neely and Janet McColl-Kennedy, on 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Customer Loyalty Predictive Model Paper - Read More…

Feedback from the Frontline: Engaging front-line employees in service innovation

Feedback from the Frontline: Engaging front-line employees in service innovation

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy Neely

Feedback from the Frontline: Engaging front-line employees in service innovation - Read More…

Critical Incidents in Complex Service Contracts

Critical Incidents in Complex Service Contracts

July paper on 'Critical Incidents in Complex Service Contracts: Safety Challenges and Means of Prevention' by Chara Makri and Andy Neely

Critical Incidents in Complex Service Contracts - Read More…

Service in the Platform Context

Service in the Platform Context

June paper on 'Service in the Platform Context: A review of the state of the art' by Xia Han, Veronica Martinez and Andy Neely

Service in the Platform Context - Read More…

Facilitating co-creation in living labs: The JOSEPHS study

Facilitating co-creation in living labs: The JOSEPHS study

May paper on 'Facilitating co-creation in living labs: The JOSEPHS study', by Katharina Greve, Veronica Martinez, Julia Jonas, Andy Neely and Kathrin Möslein

Facilitating co-creation in living labs: The JOSEPHS study - Read More…

Engineering Services - Unpacking Value Exchange

Engineering Services - Unpacking Value Exchange

April paper on 'Engineering Services: Unpacking Value Exchange', by Florian Urmetzer, Andy Neely, Veronica Martinez

Engineering Services - Unpacking Value Exchange - Read More…

Supplying Innovation - Unlocking Behaviours in the Supply Chain

Supplying Innovation - Unlocking Behaviours in the Supply Chain

March Paper on 'Supplying Innovation - Unlocking Innovative Behaviours in the Supply Chain', by Jingchen Hou, Jonathan Baker-Brian, Claire Vine

Supplying Innovation - Unlocking Behaviours in the Supply Chain - Read More…

A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media

A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media

February Paper on 'A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media' by Jessica Wyllie, Benjamin Lucas, Brent Kitchens, Ben Kozary, Mohamed Zaki, and Jamie Carlson

A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media - Read More…

Seven Critical Success Factors in the Shift to Services

Seven Critical Success Factors in the Shift to Services

Latest Executive Briefing on Critical Success Factors in the Shift to Services, by Veronica Martinez, Andy Neely, Florian Urmetzer, Neil Allison, Monica Lund, Dav Bisessar, Thomas Bucklar, Stewart Leinster-Evans, Graham Pennington and Daniel Smith

Seven Critical Success Factors in the Shift to Services - Read More…

Why Do Servitized Firms Fail - A Risk-Based Expanation

Why Do Servitized Firms Fail - A Risk-Based Expanation

The December paper 'Why Do Servitized Firms Fail - A Risk-Based Explanation' by Ornella Benedettini, Andy Neely and Morgan Swink

Why Do Servitized Firms Fail - A Risk-Based Expanation - Read More…

Knowledge Management Capabilities of Lead Firms in Innovation Ecosystems

Knowledge Management Capabilities of Lead Firms in Innovation Ecosystems

The November 2015 paper on 'Knowledge Management Capabilities of Lead Firms in Innovation Ecosystems' by Chander Velu

Knowledge Management Capabilities of Lead Firms in Innovation Ecosystems - Read More…

Industry Conditions and Product Firms’ Choice to Offer Services

Industry Conditions and Product Firms’ Choice to Offer Services

The October 2015 paper on 'How Do Industry Evolution and Industry Conditions Prompt Product Firms to Offer Services?' by Ivanka Visnjic, Sam Arts & Dimo Ringov.

Industry Conditions and Product Firms’ Choice to Offer Services - Read More…

Case Study: Moving Towards a Data-Driven Business Model (DDBM) in the Online Newspaper Publishing Industry

Case Study: Moving Towards a Data-Driven Business Model (DDBM) in the Online Newspaper Publishing Industry

Moving Towards a Data-Driven Business Model (DDBM) in the Online Newspaper Publishing Industry Mohamed Zaki, Tor Lillegraven and Andy Neely Cambridge Service Alliance, University of Cambridge

Case Study: Moving Towards a Data-Driven Business Model (DDBM) in the Online Newspaper Publishing Industry - Read More…

The Internet of Animal Health Things - Opportunities and Challenges

The Internet of Animal Health Things - Opportunities and Challenges

Case Study Report The Internet of Animal Health Things: Opportunities and Challenges Daniel Smith, Scott Lyle, Al Berry, Nicola Manning, Centre for Digital Innovation, Zoetis Mohamed Zaki, Andy Neely, Cambridge Service Alliance, University of Cambridge

The Internet of Animal Health Things - Opportunities and Challenges - Read More…

The Future of Servitization: Technologies that will make a difference

The Future of Servitization: Technologies that will make a difference

This Executive Briefing provides an invaluable guide to the technologies that are likely to play a pivotal role in the future of servitization.

The Future of Servitization: Technologies that will make a difference - Read More…

Making and Sustaining the Shift to Services in the Animal Health Industry

Making and Sustaining the Shift to Services in the Animal Health Industry

The May 2015 Monthly Paper, on 'Making and Sustaining the Shift to Services in the Animal Health Industry' by Veroncia Martinez, Veronique Pouthas and the Shift to Services Team.

Making and Sustaining the Shift to Services in the Animal Health Industry - Read More…

Capability-Based View of Service Transitions

Capability-Based View of Service Transitions

The April 2015 Monthly Paper, on 'A Capability-Based View of Service Transitions' by Ornella Benedettini, Jane Davies and Andy Neely

Capability-Based View of Service Transitions - Read More…

March Paper - Through-Life Accountability: Managing Complex Services

March Paper - Through-Life Accountability: Managing Complex Services

The March 2015 Paper on 'Through-Life Accountability: Managing Complex Services' by Chara Makri and Andy Neely.

March Paper - Through-Life Accountability: Managing Complex Services - Read More…

Data and Analytics - Data–Driven Business Models

Data and Analytics - Data–Driven Business Models

The February 2015 Paper on 'Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation' by Josh Brownlow, Mohamed Zaki, Andy Neely and Florian Urmetzer.

Data and Analytics - Data–Driven Business Models - Read More…

Business Models for Electric Vehicles

Business Models for Electric Vehicles

The January 2015 Monthly Paper, on 'Competing and Co-existing Business Models for Electric Vehicles: Lessons from International Case Studies' by Claire Weiller, Amy Shang, Andy Neely and Yongjiang Shi.

Business Models for Electric Vehicles - Read More…

A Classification Model for Product-Service Offerings

A Classification Model for Product-Service Offerings

The December 2014 Monthly Paper on 'A Classification Model for Product Service Offerings', by Paolo Gaiardelli, Barbara Resta, Veronica Martinez, Oberto Pinto, Pavel Ablores

A Classification Model for Product-Service Offerings - Read More…

Impact of Firm Characteristics on Survival

Impact of Firm Characteristics on Survival

The October 2014 Paper on 'Impact of Firm Characteristics on Survivial: an empirical analysis in the context of service strategies' by Ornella Benedettini, Morgan Swink and Andy Neely

Impact of Firm Characteristics on Survival - Read More…

A Blueprint for the Next Generation Organisation

A Blueprint for the Next Generation Organisation

The September 2014 Paper on 'A Blueprint for the Next Generation Organisation: Reconciling agility, efficiency, and purpose' by Jonathan Trevor and Peter Williamson

A Blueprint for the Next Generation Organisation - Read More…

Business-to-Consumer Lock-in Effect

Business-to-Consumer Lock-in Effect

The August 2014 Paper on 'The Business-to-Consumer Lock-in Effect' by Markus Eurich and Michael Burtscher

Business-to-Consumer Lock-in Effect - Read More…

Systems Architectures and Innovation

Systems Architectures and Innovation

The July 2014 Paper on 'Systems Architectures and Innovation: The Modularity-Integrality Framework' by Stefano Miraglia

Systems Architectures and Innovation - Read More…

Small Details that Make Big Differences

Small Details that Make Big Differences

June 2014 Paper on 'Small Details that Make Big Differences: a radical approach to consumption experience as a firm’s differentiating strategy' by Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse

Small Details that Make Big Differences - Read More…

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.

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.

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