News

November paper on 'Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation' by Abdul Rauf Khan, Henrik Schiøler, Torben Knudsen, Murat Kulahci and Mohamed ZakiIn today’s manufacturing paradigm predictive capabilities in manufacturing can be considered a strategic advantage over competitors. Due to the technolo…

Andy Neely has been awarded the Viscount Nuffield Silver Medal for Services to Manufacturing by the IET (Institute of Engineering and Technology) Achievement Medal. IET Achievement Medals are awarded to individuals who have made major and distinguished contributions in the various sectors of science, engineering and technology. In Andy’s citation t…

November Webinar on the 'Data Diagnostic Tool' by Dr Mohamed ZakiIn this Webinar Mohamed discusses the Data Diagnostic Tool, developed by the Cambridge Service Alliance. The Data Diagnostic Tool is designed to optimise and improve complex services in organisations. The framework addresses key factors such as enablers, contextual barriers beyond the…

Podcast from Chara Makri on 'Critical incidents in complex service contracts: Safety challenges and means of prevention'Detail matters when it comes to ensuring safety in contracted out services provided by manufacturing firms  Chara Makri, a PHD student at the Cambridge Service Alliance talks about her new paper “Critical Incidents in Complex Serv…

In a new series of podcasts from the Cambridge Service Alliance key speakers discuss their presentations from our one-day conference in October 2016 on ‘Growing your service business in an age of digital disruption’.We live in an age where firms are moving from traditional business models of manufacturing to those based on suppling both equipment a…

The October 2016 paper by Mohamed Zakie, Dalia Kandeil, Andy Neely and Janet McColl-Kennedy, on 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'. The Net Promoter Score (NPS) is still a popular customer loyalty measurement despite recent studies arguing that customer loyalty is multidimensional. Therefore, firms require…

Evening Standard Article by Anthony Hilton - following Servcie Week 2016 Industry Day ConferenceEvening Standar Column - Anthony Hilton: The UK is suffering because politicians don’t get techThe world’s biggest taxi company, Uber, does not own any taxis. The world’s biggest retailer, Alibaba, does not own any shops. The world’s biggest media compan…

Florian Urmetzer presents his research at the CITEK16 conference.Florian Urmetzer was invited by President Fox of Mexico and his wife Martha to talk about his research at CITEK16 conference. The CITEK is one of the largest conferences on technology and innovation in Central America, bringing together over one thousand participants from industry and…

The Cambridge Service Alliance Annual Report for 2015The Annual Report for 2015 is now available to download. The report contains details of Alliance activities during 2015, as well as information on how the Alliance has created impact from its research.

3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara MakriIn 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 th…

Executive Briefing on aircraft service supply chains, by Alexandra Brintrup, Duncan McFarlane, Damith Ranasinghe, Tomas Sanchez Lopez and Kenneth Owens. Executive SummaryImagine if a complex supply chain could organise and manage itself with comparatively little human intervention. Take the aircraft service supply chain, for example. What if the pa…

Case Study on 'E-Mobility Services - new economic models for transport in the digital economy', by Claire WeillerThis report explores the case of electric mobility (e-mobility) services offered in the greater Paris area, where electric cars are available for short-term leasing to any member of the public with a subscription. Among the many emerging…

Latest Executive Briefing, on 'Engineering Asset Management: Issues and Challenges. Conclusions of the 2012 Cambridge Service Week workshop on the future of Asset Management. In September 2012, the Cambridge Service Alliance brought together leading Asset Management practitioners as part of the annual Cambridge Service Week. The group identified so…

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy NeelyCustomer feedback is an invaluable source of information for organisations engaged in service innovation and improvement. In most service organisations there are employees that deal with customers on a …

Research Grants Target CX Article by Marketing Science Institute.In an article by the Marketing Science Institute they explain the thinking behind their first round of funding of 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.One of the eleven projects identified for funding is c…