skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Webinar - Critical Incidents in Complex Services

last modified Oct 04, 2016 11:53 AM
3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri

In this Webinar Chara discusses the recent paper from the Alliance on Critical Incidents in Complex Service Contracts: safety challenges and means of prevention. About the paper: "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".

Webinar I Presentation

Filed under: ,

RSS Feed Latest news

New Paper - Digital transformation: harnessing digital technologies for the next generation of services

Jun 21, 2019

Check out our recent commentary paper published at the Journal of Services Marketing

The future of digital services and platforms

May 23, 2019

Cambridge Service Alliance Community of Interest Meeting - April 2019

New Paper: Servitization: A contemporary thematic review of four major research streams

May 21, 2019

This study identifies the key themes and research priorities in servitization literature over thirteen years from 2005 and 2017, based on four major research streams (general management, marketing, operations, and service management).

New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective

May 21, 2019

This paper builds a conceptual framework to explore whether big data combined with new manufacturing technologies can facilitate redistributed manufacturing (RDM).

HCL joins the Cambridge Service Alliance

Apr 23, 2019

HCL joined the Cambridge Service Alliance as a strategic digital services partner.

View all news