skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Engineering Services - Unpacking Value Exchange

last modified May 03, 2016 10:20 AM
April paper on 'Engineering Services: Unpacking Value Exchange', by Florian Urmetzer, Andy Neely, Veronica Martinez

Many commentators discuss value in manufacturing. The aim of this paper is to unpack the concept of value, exploring what it means in a practical setting using the service staircase. At one level, one can consider value in terms of the product being provided – does the product meet the customer’s requirements and hence create value for the customer? However, customers use products to achieve outcomes. So value can also be thought of in terms of the efficiency and effectiveness with which the product enables customers to achieve the outcomes they want – does the machine create the most value throughout its lifetime? Another perspective on value is to consider the two-way flow. Manufacturers create value for customers, but customers in turn create value for manufacturers. By, for example, continuing to use a manufacturer’s services to support the products through life. In this case the customer creates economic value for the manufacturer. Additionally by feeding back data on the operation of the product during its working life, the customer allows the manufacturer to improve future generations of a product.

[paper]

RSS Feed Latest news

EPSRC Grant: OMMS - Wireless Micro-Factor that will treat people with Cancer

Nov 14, 2017

OMMS: the wireless micro-factory that will treat people with cancer Building Service Business Model Innovation

November Webinar - A System Perspective on Business Model Evolution

Nov 13, 2017

Webinar by Chander Velu on 'A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India'

Video - What is the Shift to Services Executive Course all about?

Oct 29, 2017

In this video Florian Urmetzer explains the benefits of attending the Alliance's two-day executive programme - Shift to Services

October Paper - Big Data Analytics Architecture for Businesses

Oct 26, 2017

The October Monthly Paper from the Cambridge Service Alliance, on 'Big Data Analytics Architecture for Businesses, by Mert Onuralp Gökalp, Kerem Kayabay, Mohamed Zaki, Altan Koçyiğit, P. Erhan Eren, and Andy Neely

Article on Service Week 2017 in London Evening Standard

Oct 26, 2017

Anthony Hilton, of the London Evening Standard, attended our Service Week 2017 Industry Day event, and wrote about one of the keynote speakers, from Alibaba, in a recent article.

View all news

Upcoming events

Ecosystems Strategy One Day Course

Feb 27, 2018

IfM, Cambridge

Shift to Services Executive Education Programme

May 09, 2018

IfM, Cambridge, UK

Upcoming events