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At the forefront of service transformation in the digital era

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Ornella Benedettini

Ornella Benedettini

Visiting Researcher


Biography:

Ornella Benedettini joined the IfM in September 2009 as academic visitor at the Cambridge Service Alliance. Her work has broadly been concerned with the analysis of financial consequences of servitization of manufacturing strategies (servitization paradox in particular) and, more recently, the modelling of service complexity. 

Ornella is also a University lecturer at the Politecnico di Bari, where she is in charge of the modules of ‘Industrial Plants’ (Degree in Industrial Engineering) and ‘Reliability and Maintenance of Production Systems’ (Master Degree in Mechanical Engineering). She has held a visiting academic position at Cranfield University from 2005 to 2009, and has been appointed University Fellow in 2008. Her research at Cranfield Univerisity has covered a number of topics, including discrete events simulation, modelling of human behaviour in manufacturing systems design, asset health management, green production, servitization of manufacturing and product-service systems. On behalf of Cranfield University, Ornella has also worked as consultant at Ford Motor Company and within the Boeing-Cranfield Centre of Excellence on Integrated Vehicle Health Management.

Ornella’s educational background includes a PhD in logistics and a Master Degree in Mechanical Engineering from the Politecnico di Bari. Her student work has been awarded prizes from the Italian Association of Logistics and Supply Chain Management (AILOG) and the National Association of Industrial Mechanical Plants (ANIMP). Further recent accomplishments include work as scholar of the Advanced Institute of Management (AIM) Research and the contribution to the pro INNO Europe EPISIS project as BIS expert for the work-package Integration Between Technology and Services.

Keywords

  • Financial Performance

Key Publications

Publications list

Cambridge Service Alliance

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  • 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.

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2020 Annual Review

Oct 23, 2020

Read about our latest research in our tenth anniversary Annual Review.

Managing customer experience through a systematic approach to data analytics

Jul 24, 2020

We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.

Blog | Has COVID-19 Invented the 10X Supply Chain?

Jul 06, 2020

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.

Insight | Business model innovation for digital twins in the construction sector

May 19, 2020

At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.

Generate revenue from digital platforms

May 12, 2020

According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.

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