skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Complexity in Services: an interpretative framework

last modified Mar 27, 2015 01:47 PM
The June 2012 paper on 'Complexity in Services: an interpretative framework' by Ornella Benedettini and Andy Neely
Complexity in Services: an interpretative framework

June 2012 Paper

 

This paper explores the characteristics of service complexity. It identifies 76 potential factors that distinguish a complex from a simple service across the dimensions of: markets & products, technologies, production processes, administration & management, ecosystem. The paper introduces four different types of service complexity - identified based on the nature and the source of complexity - and uses these types to interpret and analyse the 76 potential dimensions of complexity. The paper proposes a detailed breakdown of the meaning of complexity in services, specifically targeted at supporting the development of tools and methodologies that managers can use to measure and manipulate the complexity embodied by their service businesses.

[paper]

RSS Feed Latest news

February 2019 Webinar - Business Ecosystems Mapping

Feb 12, 2019

In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.

January 2019 Paper

Jan 21, 2019

January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'

Webinar 14 January

Jan 16, 2019

In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network Ensembles

December 2018 Paper

Dec 19, 2018

December 2018 Paper on 'Bayesian Neural Network Ensembles'

Webinar 10 December 2018

Dec 14, 2018

Webinar on Service Business Model Innovation: The Digital Twin Technology by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

View all news

Upcoming events

Shift to Services Executive Education Programme

May 14, 2019

IfM, Cambridge, UK

Upcoming events