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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Quarterly Newsletter

The Alliance publishes quarterly newsletters, with updates on all its activities as well as details of upcoming events etc.  

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News items

Find out what the Alliance has been working on:

Feedback from the Frontline: Engaging front-line employees in service innovation

Feedback from the Frontline: Engaging front-line employees in service innovation

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy Neely

Feedback from the Frontline: Engaging front-line employees in service innovation - Read More…

Webinar - Enterprise KPIs - Andy Neely

Webinar - Enterprise KPIs - Andy Neely

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

Webinar - Enterprise KPIs - Andy Neely - Read More…

September 2016 Newsletter

September 2016 Newsletter

The September 2016 edition of the Cambridge Service Alliance Newsletter.

September 2016 Newsletter - Read More…

Customer Experience Analytics - Marketing Science Institute Award

Customer Experience Analytics - Marketing Science Institute Award

Award made to Mohamed Zaki and Ben Lucas from the Marketing Science Institute for customer experience analytics.

Customer Experience Analytics - Marketing Science Institute Award - Read More…

Webinar - Service in the platform context

Webinar - Service in the platform context

July Webinar on 'Service in the Platform Context: A review of the state of the art' by Xia Han

Webinar - Service in the platform context - Read More…

Caterpillar hosts Community of Interest Meeting

Caterpillar hosts Community of Interest Meeting

The July Community of Interest Meeting, hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA

Caterpillar hosts Community of Interest Meeting - Read More…

Podcast - Service in the platform context: a review of the state of the art

Podcast - Service in the platform context: a review of the state of the art

Calling a cab has never been easier, but launching a service platform business presents many challenges. In this podcast, Xia Han talks about his paper “Service in the platform context: a review of the state of the art”.

Podcast - Service in the platform context: a review of the state of the art - Read More…

Service in the Platform Context

Service in the Platform Context

June paper on 'Service in the Platform Context: A review of the state of the art' by Xia Han, Veronica Martinez and Andy Neely

Service in the Platform Context - Read More…

June 2016 Newsletter

June 2016 Newsletter

The June 2016 Release of the Alliance Newsletter

June 2016 Newsletter - Read More…

Florian Presents at ITEC 2016

Florian Presents at ITEC 2016

Florian Urmetzer presented at ITEC 2016 on 'Value and Innovation in Ecosystems'

Florian Presents at ITEC 2016 - Read More…

Facilitating co-creation in living labs: The JOSEPHS study

Facilitating co-creation in living labs: The JOSEPHS study

May paper on 'Facilitating co-creation in living labs: The JOSEPHS study', by Katharina Greve, Veronica Martinez, Julia Jonas, Andy Neely and Kathrin Möslein

Facilitating co-creation in living labs: The JOSEPHS study - Read More…

Upcoming Webinar for Policy Makers

Upcoming Webinar for Policy Makers

Invite for Policy Makers to attend a Webinar on 'Facilitating Co-creating in Living Labs: The JOSEPHS study'. 1 July 2016 at 11.00.

Upcoming Webinar for Policy Makers - Read More…

Podcast - More Services More Value for Manufacturing Firms

Podcast - More Services More Value for Manufacturing Firms

In a new podcast Dr Florian Urmetzer explains how value is defined in modern manufacturing processes and why more and more firms are providing services alongside traditional product offerings but how they in turn need to be more in tune with their customer’s needs.

Podcast - More Services More Value for Manufacturing Firms - Read More…

2016 POMS CSO Mini-Conference

2016 POMS CSO Mini-Conference

Details and Material from the 2016 POMS College of Service Operations Mini Conference, organised by Ornella Benedettini and Liana Victorino.

2016 POMS CSO Mini-Conference - Read More…

Webinar - Supplying Innovation - Jingchen Hou

Webinar - Supplying Innovation - Jingchen Hou

Supplying Innovation - Unlocking Innovative Behaviours in the Supply Chain - Jingchen Hou, Cambridge Service Alliance, and Keith Wishart, IBM

Webinar - Supplying Innovation - Jingchen Hou - Read More…

RECDODE Network - Big Data Ecosystem in Re-distributed Manufacturing

RECDODE Network - Big Data Ecosystem in Re-distributed Manufacturing

The final report from this 9-month feasibility study is now available, which seeks to address the key research question: 'How can big data impact redistributed manufacturing in the consumer goods industry?'

RECDODE Network - Big Data Ecosystem in Re-distributed Manufacturing - Read More…

Jingchen Hou Comment Piece on Supplying Innovation

Jingchen Hou Comment Piece on Supplying Innovation

In a comment on the University Research Site Jinchen Hou comments on how members of complex supply chains can form alliances, in order to unlock the innovation that’s often hiding within individual companies

Jingchen Hou Comment Piece on Supplying Innovation - Read More…

Engineering Services - Unpacking Value Exchange

Engineering Services - Unpacking Value Exchange

April paper on 'Engineering Services: Unpacking Value Exchange', by Florian Urmetzer, Andy Neely, Veronica Martinez

Engineering Services - Unpacking Value Exchange - Read More…

Community of Interest Meeting - April - 'Ecosystems'

Community of Interest Meeting - April - 'Ecosystems'

Details of the April 2016 Community of Interest Meeting, which was held in Cambridge on the topic of 'Ecosystems: different types of ecosystems and difference in best practice'.

Community of Interest Meeting - April - 'Ecosystems' - Read More…

Enabling the 4th Industrial Revolution

Enabling the 4th Industrial Revolution

Article by Andy Neely appears in Field Service News, Issue 11, March/April 2016

Enabling the 4th Industrial Revolution - Read More…

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Upcoming events

Shift to Services Executive Education Programme

May 14, 2019

IfM, Cambridge, UK

Upcoming events