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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Webinar - Enterprise KPIs - Andy Neely

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely

Often service contracts involve multiple different organisations working together, pool their skills, resources and capabilities. A challenge this poses is how do you measure the performance of the network of organisations involved in delivering the service. If every organisation seeks to perform against their own internal key performance indicators (KPIs) there’s a danger of conflict and tension. In this webinar Andy Neely, Director of the Cambridge Service Alliance, explains the methodology the CSA has developed for identifying and defining multi-organisational KPIs. Using a case study from BAE Systems, Andy illustrates the steps and tools involved in identifying and selecting KPIs that can be used to drive performance across the service network rather than within a single firm.

Webinar I Presentation

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.

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Latest news

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

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