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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Webinars

Cambridge Service Alliance Webinar Series

The Alliance holds monthly Webinars for members of partner organisations to participate in. The presentations from the Webinars are available for download following the event. The list of previous and upcoming Webinars is listed below:

Latest Webinar

Watch this webinar introduction to the Shift to Services programme.

2017FebWebinarImageIntrotoS2S

 

10 April 2017 - Investigating risks of outcome-based service contracts from a provider’s perspective - Jingchen Hou

In this webinar Jingchen discusses her paper which reports her research into the risks of outcome-based contracts. 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.

Webinar I Presentation


Upcoming Webinars 

2017

8 May 2017 - A Process for B2B Partnerships: designing to deliver capability across companies - Florian Urmetzer

12 June 2017 - Exploring the Journey to Services - Veronica Martinez

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer


 

Previous Webinars

2017

10 April 2017 - Investigating risks of outcome-based service contracts from a provider’s perspective - Jingchen Hou

13 March 2017 - The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems - Florian Urmetzer

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

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

2016

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

14 November 2016 - Data Diagnostic Tool - Mohamed Zaki

3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely

18 July 2016 - Service in the platform context: a review of the state of the art - Xia Han

13 June 2016 - Facilitating Co-Creation in Living Labs - The Josephs Study - Katharina Greve

9 May 2016 - Supplying Innovation - Unlocking Innovative Behaviours in the Supply Chain - Jingchen Hou, Cambridge Service Alliance, and Keith Wishart, IBM

11 April 2016 - Mapping Ecosystems: Identifying Service Innovations Tool - Prof Andy Neely

14 March 2016 - A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media - Benjamin Lucas

8 February 2016 - Critical Success Factors - Shift to Services - Dr Veronica Martinez

11 January 2016 - Innovating Your Business Model: The Capability Assessment Tool - Professor Andy Neely

2015

14 December - Case Study - A Transition Towards a Data-Driven Business Model (DDBM)- Dr Mohamed Zaki

16 November - How Do Industry Evolution and Industry Conditions Prompt Product Firms to Offer Services - Prof Ivanka Visnjic

12 October -  Making and Sustaining the Shift to Services in the Animal Health Industry - Dr Veronica Martinez

14 September - Internet of Animal Health Things - Dr Mohamed Zaki

6 July - A Capability-Based View of Service Transition - Ornella Benedettini

8 June - Through-Life Accountability: Managing Complex Services - Chara Makri

11 May -  Data and Analytics - Data-Driven Business Models: A Blueprint for Innovation - Dr Mohamed Zaki

20 April - Business Model Innovation in an Emerging Ecosystem: Electric Vehicles Diffusion - Claire Weiller

9 March - Key Considerations in Asset Management Design - Dr Florian Urmetzer

9 February - Impact of firms characteristics on survival - Prof. Ornella Benedettini

12 January - Services typology – a classification model for product-service offerings - Dr Veronica Martinez

2014

10 November - The Business-to-Consumer Lock-in Effect - Marcus Eurich

13 October - Industry Transformation Towards Service Logic: A Business Model Approach - Anna Viljakainen

8 September - Big Data for Big Business - Mohamed Zaki

14 July - Customer Experience: Small Details can Make Big Differences, Janet McColl Kennedy

9 June - Introducing the Cambridge Service Alliance, Andy Neely

To find out more about the Webinar series please

Filed under:

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

Business Ecosystems: Towards a Classification Model

Apr 20, 2017

April 2017 Paper on 'Business Ecosystems: Towards a Classification Model' by Florian Urmetzer, Andy Neely and Veronica Martinez

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

Apr 10, 2017

Webinar by Dr Jingchen Hou, on 10 April 2017 'Investigating risks of outcome-based service contracts from a provider’s perspective'

Exploring the Journey to Services - Podcast Interview

Mar 27, 2017

In a new podcast from the Cambridge Service Alliance, Senior Researcher Veronica Martinez, talks about her new jointly authored paper: ‘Exploring the Journey to Services’. It is co-authored with Professor Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Service Excellent Programme Delivered to Veolia

Mar 22, 2017

A Two-Day Service Excellence Programme has been developed and delivered to Veolia by the Cambridge Service Alliance.

Exploring the Journey to Services

Mar 20, 2017

March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

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