skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Service and Support Engineering

Research in the Service and Support Engineering theme is concentrating on asset management. As organisations are facing increasing pressures to deliver more for less, it has become of key importance that they develop effective asset management capabilities in order to achieve their aims. The potential reward is certainly very high, and the awareness of opportunities that lie in asset management is spreading across industries at an accelerating rate. Our research is investigating how life-cycle decisions about physical industrial assets (such as machines, vehicles, tools, or equipment) can be improved throughout an appropriate asset management system – leading to increased capital and performance value, as well as minimised costs/risks related to predetermined asset outputs or service levels.

In 2010 we:

  • Developed an approach to evaluate the different asset information management approaches in current use.
  • Continued development of a method to value information used for maintenance decision making.
  • Outlined a risk-based methodology to quantify the impact of asset information quality.
  • Created a mathematical solution for optimising inspection and maintenance strategies for assets with multiple and hidden failure modes.
  • Produced a hybrid approach for assessing information quality.
  • Held workshops to identify and prioritise challenges in service and support engineering, to be addressed in the first years of the Alliance.

In 2011 we:

  • Continued research to optimise maintenance and inspection strategies to reduce cost, increase availability and improve the value of complex engineering assets.
  • Produced tools to support practitioners' work to assess and improve service data quality.

In 2012:

In 2012, the Theme will have a particular focus on performance measurement and performance architectures for asset management. The performance measurement system includes the measures that an organisation uses to feedback information about the performance and health of the physical assets and asset systems into decision-making processes, as well as measures of the effectiveness of the asset management system itself. We will be exploring what performance measurement systems can best support the delivery of asset management activities. It is fundamental that performance measures and targets correlate to the business, vision, goals and stakeholder requirements. On this basis, we will also set the ground for a performance architecture which – by defining who, in the extended organisation, has to come together with what information to make what decision and at what point in time – forms an essential part of understanding the linkages between performance measurements and stakeholder goals.

In 2013:

We are looking at how companies design asset management systems- a key part of services like rail transportation that depend on through-life management of expensive fleets of equipment. Working with our industrial members we will investigate how current practice goes beyond theory and documented procedures, and how the resulting asset management system contributes to an effective integrated service.

The case studies conducted have highlighted a number of critical learning points with regard to the provision of asset management services. A briefing paper outlining the key findings so far is under preparation. 

Researchers:

Ajith ParlikadOrnella Benedettini and Chris Pearson

RSS Feed Latest news

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

May 13, 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

Dec 06, 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.

Understanding business models in the construction sector

Nov 25, 2020

What’s standing in the way of offsite manufacturing? For decades, the construction sector has been hailing it as the next big thing but we have yet to see it really taking off. Why is that, when the technologies and processes already exist? Dr Zakaria Dakhli believes it is due to a fundamental incompatibility between business models and it is only when this has been fully understood that the long-awaited transformation can take place.

A machine learning approach to quality control

Nov 14, 2020

Most of the products we take for granted contain huge numbers of components assembled in multiple stages by different manufacturers. Quality control is vital throughout the assembly process with rigorous testing required at every step.

Digital twins: driving business model innovation

Nov 06, 2020

For B2B firms struggling to reap the rewards of digitalisation, could digital twins be the way forward? In this article, CSA's Dr Erika Pärn and colleagues from the Fraunhofer Institute and Technische Universität in Dortmund, explore the relationship between this emerging technology and business model innovation.

View all news