skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Capability-Based View of Service Transitions

last modified Apr 30, 2015 12:18 PM
The April 2015 Monthly Paper, on 'A Capability-Based View of Service Transitions' by Ornella Benedettini, Jane Davies and Andy Neely
Capability-Based View of Service Transitions

April 2015 Paper

Although it is clear that turning to a service-oriented business model requires companies to deploy an adequate set of capabilities, there are concerns that manufacturers may not understand what distinctive capabilities they need in order to successfully integrate vertically from products to services.

This paper describes the initial steps of a study that is examining the cases of 138 companies from the aerospace and defence industry to provide evidence on how manufacturing companies configure and orchestrate service-relevant capabilities in practice. In particular, we focus on the documentation of the capabilities identified by the Alliance ‘Service Capability Audit’ tool and examine their link with composition of the service offering and company’s financial performance. 

By doing this, we seek to show what capabilities manufacturing companies can best leverage in the context of the shift to services. We further seek to provide the Alliance companies with insights on how to achieve the alignment between configuration of the service offering and organisational capabilities. The paper describes how we have set the study up and provides some initial findings.

RSS Feed Latest news

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.

Unlocking the secrets of customer loyalty

May 12, 2020

Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome these limitations.

View all news