News

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…

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy NeelyOften 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 s…

Highlights of the latest trends in the switch to services in manufacturing companies in 2016So what’s changing in manufacturing in 2016? The answer is quite a lot.Whether you are working on the shop floor or have a seat in the boardroom attention to detail and planning ahead matters in today’s modern manufacturing company. To stay competitive you w…

The September 2016 edition of the Cambridge Service Alliance Newsletter.The September 2016 edition of the Alliance Newsletter is now available.  The articles below are included in this edition, or click here to view the whole newsletter.In this Issue•September 2016 Newsletter•Industry Event - Growing your Services Business in an age of digital disr…

Invited talk to BMW Summer School on 'Car as a Service' by Florian Urmetzer.Florian Urmetzer was invited by BMW to speak at their summer school on 'Car as a Service'. He talked about service ecosystems and offered insights into how to understand the direct and indirect value exchanged by B2B partners and introduced the Cambridge Service Alliance to…

The July Community of Interest Meeting, hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USAThe two day July Community of Interest meeting was kindly hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA. The overall topic focused on updates from the Cambridge Service Alliance research work streams, which cove…

Global Engineering Services: Shedding Light on Network Capabilities was published in a special issue on Professional Service Operations Management (PSOM)Andy Neely had a paper published in the Journal of Operations Management - one of the leading Operations Management journals globally. The paper was entitled Global Engineering Services: Shedding L…

Redistributed Manufacturing Workshop hosted in Euroma Conference 2016 Mohamed Zaki was one of the panellists in the Redistributed Manufacturing Workshop which was organised and hosted in Euroma Conference 2016. Mohamed presented the impact of Big data on Redistributed manufacturing (RDM). RDM is an emerging umbrella term, adopted to denote all v…

Award made to Mohamed Zaki and Ben Lucas from the Marketing Science Institute for customer experience analytics.Mohamed Zaki and Ben Lucas awarded a fund from the Marketing Science Institute in response to Customer Experience Initiative call 'CX Analytics: A Data-Driven Measurement System for Customer Experience and Emotional Complexity'. The proje…

Podcast by Katharina Greve and Veronica Martinez on her new joint research on Living Labs.Katharina Greve and Veronica Martinez discuss their paper: ‘Facilitating co-creation in living labs: The Josephs study', which is co-authored with Julia Jonas, Andy Neely and Kathrin Möslein. Included: The definition of Living Labs What we know about Living La…

July paper on 'Critical Incidents in Complex Service Contracts: Safety Challenges and Means of Prevention' by Chara Makri and Andy Neely'Critical Incidents in Complex Service Contracts: safety challenges and means of prevention’Chara Makri and Andy NeelyIncreased competition, extended product life-cycles and the large number of suppliers and partne…