skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Webinar - Enterprise KPIs - Andy Neely

last modified Sep 13, 2016 10:30 AM
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

RSS Feed Latest news

July Webinar by Christoph Peters on Modular Service Structures for AI Services

Jul 09, 2018

9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki.

July Community of Interest Meeting

Jul 04, 2018

In collaboration with our Industrial Partners, the July Community of Interest Meeting (CoI) took place at Perkins, in Peterborough. The focus of this year events is on 'How companies can strategically design, pilot and experiment digital services in the new digital age?’

Mohamed Zaki won the Emerald Literati Award

Jul 03, 2018

Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards

2nd Customer Management Leadership Group Academic-Practitioner Workshop

Jun 26, 2018

Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

Jun 26, 2018

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

View all news

Upcoming events

Industry Day - 3 October 2018

Oct 03, 2018

Moller Centre, Cambridge

Shift to Services Executive Education Programme

Nov 07, 2018

IfM, Cambridge, UK

Ecosystems Strategy One Day Course

Nov 15, 2018

IfM, Cambridge

Upcoming events