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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Associated Research

Associated Research

In addition to the core Alliance research there are ongoing related projects at Cambridge. Organisations joining the Alliance not only participate directly in the three research themes, but also have access to research conducted in the wider University. A sample of current service related research includes:

Ecosystem Evolution Enabled by Technology - An Example in Healthcare

Work is underway with IBM which studies the way in which technology can enable the evolution of ecosystems. An example with looks at the Healthcare industry shows that by increasing instrumentation and interconnection it can help to make Healthcare more intelligent.

Risks of Performance-Based Contracts - A Social Capital Perspective

This PhD research by Jingchen Hou studies the effects of social capital on risks in performance-based contracts, compared with risks in traditional contracts.

Transforming Public Services with 'Open' Service Platforms

Many public services have started to develop 'servitized' business models and government organisations are engaging in various 'transforming' programmes.  An Open Platforms and Public Services Working Group is being established within the Centre for Public Policy that will develop a white paper to further the debate on designing and delivering public services in the future, and the need to build component-based public service platforms that will allow service providers to assemble bespoke services from standard 'building blocks'.

Through-life Information for Service and Support Engineering

Work is underway to study the effect of contract types and agreed performance measures on the information that must be collected and used to deliver a complex service. Previous research on through-life information management (the '12 box model', identifying distinct information needs through the life of a service) is being developed in a form whereby it can be used by practitioners in industry and the public sector.

Reconfigurable Airport Operations

The University of Cambridge recently completed a project in collaboration with the Manchester Airports Group to study the reconfiguration of airport processes to develop a flexible response to medium-term (1 year plus) changes in circumstances. The research provided tools to identify different potential process configurations and their relative feasibility.

The Servitization Paradox

Despite the many advantages of combining products and services, evidence shows that manufacturers who servitize have lower profit rates and are more likely to go bankrupt. We have studied this paradox and concluded that substantial investment and a strong reputation amongst customers are key to successfully moving to service provision.

Service Revenues in Manufacturing

We are analysing the growth of services from an empirical point of view, namely the magnitude of the revenues that manufacturing companies generate from their service business. Based on the case histories of leading global companies, the analysis identifies different typical shares of service revenue to total revenue across industry sectors, and shows a main determinant for this in the types of service offered. In addition, the research reveals that high service revenue shares are typically achieved through a growth trend that takes several years, and that a long-term engagement to services is needed by manufacturing companies in order for their service business to outperform its product counterpart.

Service Innovation in Healthcare: Multidisciplinary Teams and Digitally Enabled Service Innovation

Clinical teams are increasingly working to deliver services in novel ways involving multidisciplinary working. Michael Barrett has been examining how knowledge and practice develop in multidisciplinary cancer teams, with a focus on the dynamic relationship between collaborative learning and effective teamwork and the role of IT in the process. Data was collected from multidisciplinary teams of surgeons, oncologists, radiologists, pathologists, nurses and managers. Research findings concern mechanisms of learning across disciplinary groups, and the influence of power and identity in the development of knowledge. An extension of this project, undertaken in collaboration with colleagues at the University of Hawaii, examines the implementation of electronic patient records in an MDT clinical setting.

Robots and digital technology are increasingly pervasive in healthcare, and can fundamentally influence the way care is delivered and how clinicians work together. This point was reinforced by clinical colleagues in the Department of Surgery at Imperial College, who were seeking to implement new techniques (e.g. minimally invasive surgery) subsequent to technology innovation. Michael has been collaborating (with Eivor Oborn) on a project concerned with the adoption and use of robot technology and the implications for workplace boundaries. This CMI-BT funded project was set up to look at the future of RFID tagging technology in the supply-chain management of pharmaceuticals, with a particular focus on service delivery to patients as end consumers in hospitals. With collaborators from Sloan Management School, MIT, this work draws on a sociomaterial perspective and boundary theory, to examine digitally enabled innovation and changes in work practice.

RSS Feed Latest news

Webinar 10 December 2018

Dec 14, 2018

Webinar on Service Business Model Innovation: The Digital Twin Technology by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

December Newsletter

Dec 05, 2018

Welcome to the December 2018 edition of the Cambridge Service Alliance Newsletter

Gaining Customer Experience Insights That Matter

Nov 26, 2018

New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service Research

November 2018 Paper

Nov 21, 2018

November 2018 paper on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

Webinar 12 November 2018 - Co-Creation in Practice: Objectives and Outcomes

Nov 14, 2018

In this webinar, Katharina Greve presents the Alliance September Paper on Co-Creation in Practice.

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Ecosystems Strategy One Day Course

Feb 05, 2019

IfM, Cambridge

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