- 2015 March Paper - DDBM Innovation Blueprint
-
- Impact of firm characteristics on survivial: an empirical analysis in the context of service strategies
-
This is a working paper by Ornella Benedettini, Morgan Swink and Andy Neely. In this study, we suggest that the impact of a service orientation on a firm’s likelihood of survival depends on the presence of certain preconditions within the firm. In other terms, we ask: what are the differences between failing and surviving service-oriented product firms regarding important characteristics that are intertwined with the deployment of service resources and capabilities? It indicates characteristics that firms should try to protect when they expand into services if they do not want to incur greater risk of failure.
- A Blueprint for the Next Generation Organisation: Reconciling agility, efficiency, and purpose
-
This is a Working Paper by Jonathan Trevor and Peter Williamson. Today, many CEOs recognise that their companies face three opposing pressures simultaneously: to re-organise to become more agile while at the same time maintaining relentless focus on efficiency and remain true to a consistent purpose that engages and motives their people. In order to look for answers to this problem this paper reminding us what the 21st Century organisation needs to deliver in order to achieve superior performance. It highlights that today’s organisational solutions, whether they are traditional bureaucracies, matrix structures, “ambidextrous” organisations, or the customer focused company don’t seem to be delivering on the two key demands of the 21st Century business environment: efficient integration and flexible adaptation.
- A Classification Model for Product-Service Offerings
-
This is an strategic tool that in a simple map shows the wide spectrum of service types. Organisations generally use it to map their current services offerings and plan future ones – e.g. the strategic move to the next services. The classification illustrates how other organisations (including competitors) are competing with different services in different markets. By Paolo Gaiardelli, Barbara Resta, Veronica Martinez, Oberto Pinto, Pavel Ablores.
- 2014 December Paper
-
- 2014 August Paper
-
- 2013 December Paper
-
- Optimising Asset Management within Complex Service Networks: The Role of Data
-
This is a working paper by Mohamed Zaki and Andy Neely. This paper reports a study which provides a series of implications that may be particularly helpful to companies considering ‘big data’ for their businesses. Considerable research effort has been expended on understanding how firms create and capture value from analytics in single organisations, focusing only on technical issues. Therefore, this paper proposes a diagnostic framework for optimising and improving complex services in organisations. The framework addresses key factors such as enablers, contextual barriers beyond the technical issues, value and benefits, and key dimensions of data necessary to optimise the delivery of their complex services. More specifically, the study focuses on understanding how asset heavy firms can make better use of data to optimise repair service delivery by using proactive condition monitoring services.
- Case Studies: Analysing the Effects of Social Capital on Risks Taken by Suppliers in Outcome-Based Contracts
-
This is a working paper by Jingchen Hou and Andy Neely. This paper explores the effects of social capital (supplier-customer relationships) on risks taken in outcome-based contracts (OBC) by suppliers. In particular we explore risks of OBC, construction and development of social capital and effects of social capital on risks taken by suppliers. Semi-structured interviews were carried out in seven firms. Based on interviews, risks of OBC are identified and how structural, relational and cognitive social capital are constructed and developed is analysed. Social capital is identified to prevent and mitigate risks. This research can facilitate outcome-based contracts managers to think of risks of their contracts and the effects of customer-supplier relationships. In this way it contributes to firms’ risk management and customer relationship management in providing services by OBC.
- Small Details that Make Big Differences: a radical approach to consumption experience as a firm’s differentiating strategy
-
This is a working paper by Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse. This paper argues that service organisations have focused too much on their core service performance and too little on designing the customer journey that enhances the entire customer experience. We argue that when performance levels become too similar in an industry, then the only competitive weapon is price and that in order to break this deadlock, firms should focus on the small details that make big differences to customers.
- Product Safety in a World of Services: Through-Life Accountability
-
This is a working paper by Peter Fielder, Adrian Roper, Bill Walby, Joe Fuse, Andy Neely and Chris Pearson. Many organizations spectacularly fail to design and deliver their current value propositions that underpin their core business models; thus identifying their future value propositions becomes an unimaginable task. In this paper by Veronica Martinez and Trevor Turner the authors present a case study where they traced the value propositions’ shifts of a single firm over 40 years.
- Designing Competitive Service Models
-
This is a working paper by Veronica Martinez and Trevor Turner. This paper presents a case study where we traced the value propositions’ shifts of a single firm over 40 years. The firm’s strategic decisions, market adaptation and influencing factors triggering the shift to new offerings are discussed. Then, the paper introduces a value proposition framework for organizations to diagnose the design and delivery of service value propositions. This framework could trace the endurance and adaptability of value propositions in the market at a longer term.
- 2012 October paper - Barriers to Servitization
-
- 2013 November paper - Servitization of Germany
-
- 2013 August paper - Data Quality Assessment
-
- 2013 July Paper - Managing Decision Making
-
- 2013 June Paper - Business Model Design
-
- 2013 May Paper - Firms characteristics
-
- 2013 March Paper - Successfully implementing
-
- 2013 January paper - Thriving in Open Innovation Ecosystems
-
- 2012 December paper - Enterprise Imaging
-
- 2013 October paper - barriers to servitization
-
- 2012 September Paper - Using Smart Objects to build the Internet of Things
-
- 2012 August - Organisaing servitization
-
- 2012 June paper - Complexity in services
-
- 2012 May Paper - Another Performance Paradox
-
- 2012 April paper - Divine innovation
-
- 2012 March paper - The Impact of Contract Type
-
- 2012 February Paper - Society's Grand Challenge
-
- 2012 January Paper - Towards Understanding the Value of Clients Aspirations
-
- 2011 December paper - Business Model Innovation in Health Care
-
- 2015 February Paper - DDBM Innovation Blueprint
-
- 2015 March Paper - Through Life Accountability
-
- 2015 January Paper - EVs
-
- 2015 April Paper - Capability-based view of service transitions
-
- 2015 May Paper - Shift to Services in Animal Health
-
- 2015 June Exec Briefing_The Future of Servitization: Technologies that will make a difference
-
- 2015 July Case Study IoAHT
-
- 2015 September Case Study_Sage
-
- 2015 October Paper - Industry Conditions
-
- 2014 March Paper - Big Data
-
- 2015 November Paper - Knowledge Management Capabilities
-
- 2015 December Paper_Why Do Servitized Firms Fail
-
- 2011 July - From Processes to Promise
-
- 2011 July - White Paper From Processes to Promise
-
- 2016 January paper - Seven CSF Report
-
- 2016 February paper - stakeholder networks
-
- 2016 March paper - Supplying innovation
-
- 2016 April paper - Engineering Services
-
- 2016 May Paper - Josephs Study
-
- 2016 June Paper - Service Platforms
-
- 2016 July Paper Critical Incidents
-
- 2016 Sept Exec Briefing - Feedback from the Frontline
-
- 2013FebBriefingEngineeringAssets
-
- 2012 Oct Exec Brief E Mobility
-
- 2013 Feb Exec Briefing Process to Promise
-
- 2016 October Paper _ Net Promotor Score
-
- 2016 November Paper - Noisy Data
-
- 2016 November Paper - Noisy Data
-
- 2016 December Paper - Ecosystems
-
- 2017 January Exec Briefing B2B Partnerships
-
- 2017 February Paper Risks of OBC
-
- 2017 March Paper - Journey to Services
-
- 2017 April Paper Business Ecosystems
-
- 2017 April Paper Business Ecosystems
-
- 2017 May Paper - Bridging the Co Creation Gap
-
- 2017 June Paper Business Model Evolution
-
- 2017 July Paper - Incident Reporting
-
- 2017 September Paper - Outcome-Oriented Contracts
-
- 2017 October Paper Big Data Analytics
-
- 2017 November Paper - Mariam
-
- 2017 December Paper - Ornella
-
- 2018 January Paper Lucas
-
- 2018 February Paper - Deep Learning
-
- 2018 February Paper - Deep Learning
-
- 2018 March Paper - Federico Barravecchia
-
- 2018 April Paper - Myrna Flores
-
- 2018 May Paper - Enabling Digital Transformation An Analysis Framework
-
- June2018Paper.pdf
-
- Paper_Cover_Page_June_2018.jpg
-
- copy_of_Paper_Cover_Page_June_2018.jpg
-
- July2018Paper.pdf
-
- JulyPaper.jpg
-
- copy_of_JulyPaper.jpg
-
- 2018 September Paper
-
- September 2018 Paper
-
- CSA September 2018 paper
-
- 2018CSASeptemberPaper.jpg
-
- 2018 October Paper
-
- 2018CoverPage
-
- AllianceNovember2018Paper.pdf
-
- 2018 November Paper
-
- December 2018 Paper
-
- January2019PaperCSA.pdf
-
- 2019Januarypapercoverpage
-
- CSAFeb2019Paper.pdf
-
- CSAFeb2019Paper.jpg
-