Each Month we released a paper in our Monthly Paper Series, which showcases a piece of research being undertaken by one of our researchers. They are primarily academic papers, and can be either working papers or published research. On each paper we try to highlight how the paper may be of interest to our partner, or other industrial, audiences. Often the topic of the monthly paper will have an associated Podcast, Webinar and/or Blog for further clarification and dissemination to academic and industrial audiences.
The most recent released is listed below, with the following table showing previous papers released.
Barriers and Facilitators to Incident Reporting in Servitized Manufacturers
Chara Makri and Andy Neely
In April 2010, an oil rig owned by Transocean and operated on behalf of BP, exploded in the Gulf of Mexico, resulting in 11 deaths and 17 injuries. According to the Deepwater Horizon final report, the accident, also known as the ‘Deepwater Horizon oil spill’, was the result of various issues and involved multiple organisations, but BP has suffered ‘the bulk of public and political criticism’. Like most system accidents, this failure shares a ‘conceptual sameness’ to other failures in the way it occurred. When carefully studied these similarities can help organisations learn from past mistakes and prevent future failures. This can be achieved with the use of an incident reporting system that helps communicate any lessons learnt from past failures to everyone involved. The Deepwater Horizon disaster, is a good example of the complexity involved in many service contracts today. Multiple independent organisations need to work together to ensure the safe delivery of the service to their customers. If any of the partners fail to complete their tasks the entire system can fail with devastating consequences. With more than one third of large manufacturing firms worldwide turning into services, more research and collaboration between academia and the industry is required in order to promote safety within service networks. To answer this call, the Cambridge Service Alliance team has been working closely with industry to provide more insights for servitized manufacturers operating in complex service networks, where decisions may be taken by one party and actions carried out by another. While data collection is still underway, this working paper provides some initial insights on the barriers and facilitators of incident reporting within a service environment.
Barriers and Facilitators to Incident Reporting in Servitized Manufacturers
July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.
A Systems Perspective on Business Model Evolution
June Paper Release on ‘A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India’ by Chander Velu
Bridging the Co-Creation Gap
May Paper Release on ‘Bridging the Co-creation Gap Between Co-creators, Companies and Living Lab’ by Katharina Greve, Veronica Martinez and Andy Neely
Business Ecosystems: Towards a Classification Model
April 2017 Paper on 'Business Ecosystems: Towards a Classification Model' by Florian Urmetzer, Andy Neely and Veronica Martinez
Exploring the Journey to Services
March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.
Risks of Outcome-Based Service Contracts
February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy Neely
A Process for B2B Partnerships - designing to deliver capability across companies
Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.
Ecosystems Value Framework Paper
The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.
Classification of Noisy Data
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 Zaki
Customer Loyalty Predictive Model Paper
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'.
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
Critical Incidents in Complex Service Contracts
July paper on 'Critical Incidents in Complex Service Contracts: Safety Challenges and Means of Prevention' by Chara Makri and Andy Neely
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
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
Engineering Services - Unpacking Value Exchange
April paper on 'Engineering Services: Unpacking Value Exchange', by Florian Urmetzer, Andy Neely, Veronica Martinez
Supplying Innovation - Unlocking Behaviours in the Supply Chain
March Paper on 'Supplying Innovation - Unlocking Innovative Behaviours in the Supply Chain', by Jingchen Hou, Keith Wishart, Jonathan Baker-Brian, Claire Vine
A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media
February Paper on 'A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media' by Jessica Wyllie, Benjamin Lucas, Brent Kitchens, Ben Kozary, Mohamed Zaki, and Jamie Carlson
Seven Critical Success Factors in the Shift to Services
Latest Executive Briefing on Critical Success Factors in the Shift to Services, by Veronica Martinez, Andy Neely, Florian Urmetzer, Neil Allison, Monica Lund, Dav Bisessar, Thomas Bucklar, Stewart Leinster-Evans, Graham Pennington and Daniel Smith
Why Do Servitized Firms Fail - A Risk-Based Expanation
The December paper 'Why Do Servitized Firms Fail - A Risk-Based Explanation' by Ornella Benedettini, Andy Neely and Morgan Swink
Knowledge Management Capabilities of Lead Firms in Innovation Ecosystems
The November 2015 paper on 'Knowledge Management Capabilities of Lead Firms in Innovation Ecosystems' by Chander Velu
Industry Conditions and Product Firms’ Choice to Offer Services
The October 2015 paper on 'How Do Industry Evolution and Industry Conditions Prompt Product Firms to Offer Services?' by Ivanka Visnjic, Sam Arts & Dimo Ringov.
Case Study: Moving Towards a Data-Driven Business Model (DDBM) in the Online Newspaper Publishing Industry
Moving Towards a Data-Driven Business Model (DDBM) in the Online Newspaper Publishing Industry Mohamed Zaki, Tor Lillegraven and Andy Neely Cambridge Service Alliance, University of Cambridge
The Internet of Animal Health Things - Opportunities and Challenges
Case Study Report The Internet of Animal Health Things: Opportunities and Challenges Daniel Smith, Scott Lyle, Al Berry, Nicola Manning, Centre for Digital Innovation, Zoetis Mohamed Zaki, Andy Neely, Cambridge Service Alliance, University of Cambridge
The Future of Servitization: Technologies that will make a difference
This Executive Briefing provides an invaluable guide to the technologies that are likely to play a pivotal role in the future of servitization.
Making and Sustaining the Shift to Services in the Animal Health Industry
The May 2015 Monthly Paper, on 'Making and Sustaining the Shift to Services in the Animal Health Industry' by Veroncia Martinez, Veronique Pouthas and the Shift to Services Team.
Capability-Based View of Service Transitions
The April 2015 Monthly Paper, on 'A Capability-Based View of Service Transitions' by Ornella Benedettini, Jane Davies and Andy Neely
March Paper - Through-Life Accountability: Managing Complex Services
The March 2015 Paper on 'Through-Life Accountability: Managing Complex Services' by Chara Makri and Andy Neely.
Data and Analytics - Data–Driven Business Models
The February 2015 Paper on 'Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation' by Josh Brownlow, Mohamed Zaki, Andy Neely and Florian Urmetzer.
Business Models for Electric Vehicles
The January 2015 Monthly Paper, on 'Competing and Co-existing Business Models for Electric Vehicles: Lessons from International Case Studies' by Claire Weiller, Amy Shang, Andy Neely and Yongjiang Shi.
A Classification Model for Product-Service Offerings
The December 2014 Monthly Paper on 'A Classification Model for Product Service Offerings', by Paolo Gaiardelli, Barbara Resta, Veronica Martinez, Oberto Pinto, Pavel Ablores
