skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Critical Incidents in Complex Service Contracts

last modified Oct 03, 2016 10:50 AM
July paper on 'Critical Incidents in Complex Service Contracts: Safety Challenges and Means of Prevention' by Chara Makri and Andy Neely

'Critical Incidents in Complex Service Contracts: safety challenges and means of prevention

Chara Makri and Andy Neely

Increased competition, extended product life-cycles and the large number of suppliers and partners involved in services are only some of the challenges that product manufacturers moving into service provision are facing. The increased complexity of service networks can impact safety and increase risks, especially for manufacturers operating in safety-critical environments. In this paper we explore how complex service networks can affect safety by using data from 23 exploratory interviews with experts within the field. We find that even ‘expert’ service providers feel that the complexity of service networks can lead to confusion over accountabilities and impact safety. Even in cases where accountabilities are clearly defined in contracts, a general lack of control, due to the large number of partners involved, can prevent manufacturers from taking the proper actions with devastating consequences.

“Rules and prescriptions simply do not work. It is judgement, knowledge and competence, that is required to decide what is reasonable and what is practicable, you cannot manage health and safety through rules and ticking boxes”, Dame Judith, Health and Safety Executive 

We propose that manufacturers turning into service providers will need to have a clear understanding of three main issues within their service network. These are: a) Duty Holder & Governance – the structures and hierarchies, the legislation under which the partners operate and the procedures that dictate how things are done within the service network; b) Attitudes – individual people and attitudes, organizational incentives and a constant battle between commercial and operations; and c) Competencies – the competency of employees, the training and assessment procedures in place and the technology and systems available. Furthermore, they need to consider that these characteristics can change depending on the wider context in which each partner operates. This depends, not only on the size of the firm, but also on the sector and country in which the partners operate. Managers should therefore have a clear understanding of these characteristics and how these may change, in order to be able to drive the right behaviours within their network and sustain a high level of safety.

[paper]

RSS Feed Latest news

19th IEEE Conference on Business Informatics

Jul 27, 2017

Mohamed Zaki invited to be one of the organizing committee members of '19th IEEE Conference on Business Informatics', held in Thessaloniki, Greece on 24-26 July 2017

Podcast Interview with Deputy Director Dr Mohamed Zaki

Jul 20, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

Barriers and Facilitators to Incident Reporting in Servitized Manufacturers

Jul 17, 2017

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.

Podcast - The Fallacy of the Net Promoter Score

Jul 17, 2017

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Webinar - Business Ecosystems - Classification Model

Jul 10, 2017

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer

View all news

Upcoming events

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

Cambridge Service Week 2017 - Partners Day

Oct 11, 2017

Moller Centre, Cambridge, UK

Shift to Services Executive Education Programme

Nov 15, 2017

IfM, Cambridge, UK

Upcoming events