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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Video - What is the Shift to Services Executive Course all about?

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

Drawing on the latest work from the Cambridge Service Alliance, this thought-provoking and practical two-day course considers how to design the shift to services

Customers increasingly demand services and solutions, not just products. For companies this can be an opportunity to increase their revenues and develop long-term relationships with their customers. However, making the shift to services is difficult and remains an aspiration for many. Arriving at a clear vision of the service offering is often the first stumbling block. What will be offered and how? What are the risks? How do we deliver and create – as well as capture – value?

By the end of the course, you will be able to use our tools to design new services and improve existing ones and support the successful integration of services into your organisation.

The course will give you new insights into:

  • How firms design and re-design services and service offerings
  • How prototyping a service works
  • How tools such as emotion mapping, process mapping, business model innovation and blue-printing play a role in service design
  • How to manage the transition and the service journey

Topics include:

  • New thinking for service design
  • Understanding the ecosystem – expanding your strategic horizons
  • Defining the business model – focusing on your customers’ needs
  • Planning your service strategy journey
  • Innovating the value delivery system – aligning resources and partners
  • Service emotion – identifying and managing the customer’s ‘emotion journey’ 
  • The role of big data – optimising service delivery and designing better solutions

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services. 

Drawing on the latest work from the Cambridge Service Alliance, this thought provoking and practical two-day course considers how to design the shift to services. The tutors have a highly engaging and interactive teaching style and have delivered workshops to a host of clients in the public and private, manufacturing and service sectors.

Wednesday 15 November 2017

09:00-09:30   Introduction and welcome
09:30-10:00   Why do services matter and how are they defined?
10:00-10:45   The servitization of manufacturing
10:45-11:15   Refreshments
11:15-11:45   Pitch servitized product
11:45-12:30   Design thinking for services
12:30-13:30   Lunch
13:30-14:30   Collecting user stories through personas
14:30-15:15   Defining a service concept
15:15-15:45   Refreshments
15:45-17:30   Service prototyping

19.00 Course Dinner

Thursday 16 November 2017

09:00-10:00   Service process mapping and blueprinting
10:00-11:00   Emotion mapping
11:00-11:30   Refreshments
11:30:12:30   Service prototyping - round 2
12:30-13:30   Lunch
13:30-14:30   Service business model innovation
14:30-15:30   Ecosystem perspective
15:30-15:45   Refreshments
15:45-16:00   Where IT going?
16:00-16:30   Wrap up and close

The course will introduce the concept of ‘service design thinking’ through a series of tools and exercises, which will support you and your organisation as you make the shift to services. During the course you will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services.

To book your place on this course - click here.

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.

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.