skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

Shift to Services Executive Education Programme

Drawing on the latest work from the Cambridge Service Alliance, this thought-provoking and practical two-day course considers how to design the shift to services.
When May 09, 2018 09:00 AM to
May 10, 2018 04:30 PM
Where IfM, Cambridge, UK
Contact Name
Attendees The programme has been designed for managers and senior executives involved in any aspect of the design and delivery of services.
Previous attendees have included:
General managers and directors
Service directors
Operations managers and directors
Business development and sales managers
Technical managers and service engineers
Global operations and service delivery managers
Design and innovation managers
If you are a member of a Professional Institution, participation in this workshop may count towards your Continuing Professional Development (CPD) record. Please check requirements with your Institution and let us know if you require a Certificate of Attendance.
Comments from previous attendees
"The collaborative work created opportunities to learn different perspectives"
"The tool set provided is practical and useful"
"Great overall process of understanding how to develop new business opportunities and understanding the customer perspective"
"A key learning for me was how to take a structured approach to fleshing out and refining a new service or existing service"
Add event to calendar vCal
iCal

Watch this webinar introduction to the Shift to Services programme.

Customers increasingly demand services and solutions, not just products. For companies this can be an opportunity to increase their revenues and develop long-term relationships with their customers. However, making the shift to services is difficult and remains an aspiration for many. Arriving at a clear vision of the service offering is often the first stumbling block. What will be offered and how? What are the risks? How do we deliver and create – as well as capture – value?

By the end of the course, you will be able to use our tools to design new services and improve existing ones and support the successful integration of services into your organisation.

The course will give you new insights into:

  • How firms design and re-design services and service offerings
  • How prototyping a service works
  • How tools such as emotion mapping, process mapping, business model innovation and blue-printing play a role in service design
  • How to manage the transition and the service journey

Topics include:

  • New thinking for service design
  • Understanding the ecosystem – expanding your strategic horizons
  • Defining the business model – focusing on your customers’ needs
  • Planning your service strategy journey
  • Innovating the value delivery system – aligning resources and partners
  • Service emotion – identifying and managing the customer’s ‘emotion journey’ 
  • The role of big data – optimising service delivery and designing better solutions

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services. 

Drawing on the latest work from the Cambridge Service Alliance, this thought provoking and practical two-day course considers how to design the shift to services. The tutors have a highly engaging and interactive teaching style and have delivered workshops to a host of clients in the public and private, manufacturing and service sectors. 

Sample Agenda:

Wednesday 9 May 2018

09:00-09:30   Introduction and welcome
09:30-10:00   Why do services matter and how are they defined?
10:00-10:45   The servitization of manufacturing
10:45-11:15   Refreshments
11:15-11:45   Pitch servitized product
11:45-12:30   Design thinking for services
12:30-13:30   Lunch
13:30-14:30   Collecting user stories through personas
14:30-15:15   Defining a service concept
15:15-15:45   Refreshments
15:45-17:30   Service prototyping

19.00 Course Dinner

Thursday 10 May 2018

09:00-10:00   Service process mapping and blueprinting
10:00-11:00   Emotion mapping
11:00-11:30   Refreshments
11:30:12:30   Service prototyping - round 2
12:30-13:30   Lunch
13:30-14:30   Service business model innovation
14:30-15:30   Ecosystem perspective
15:30-15:45   Refreshments
15:45-16:00   Where IT going?
16:00-16:30   Wrap up and close

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services.

Watch this webinar introduction to the Shift to Services programme.

2017FebWebinarImageIntrotoS2S

More information about this event…

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.

LinkedIn

RSS Feed Latest news

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.

Making business model innovation happen: the Business Model Cohesiveness Scorecard

Oct 30, 2020

Digital transformation is failing to live up to its hype, at least as far as productivity gains are concerned. If, as research suggests, a lack of business model innovation is the main culprit, we need a way of making it happen. Dr Chander Velu thinks a balanced scorecard approach could be the answer.

View all news