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Paper Downloads

These papers 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.

 

High Value Manufacturing (HVM) in the UK: Case studies and focus group insights by Luisa Huaccho Huatuco, Veronica Martinez-Hernandez, Thomas F. Burgess and Nicky E. Shaw

This paper studies the internal mechanisms that allow organisations to become High Value Manufacturing (HVM). Using a qualitative methodology, three UK manufacturing companies formed in-depth case studies with semi-structured interviews, observations and historical data. The HVM value matrix of Martinez and co-workers is used to categorise each organisation’s value proposition. Wider benchmarking of the three organisations was carried out against a focus group with an additional seven manufacturing organisations. Thus, data from ten manufacturing organisations are included in this research. The cases follow the “customer intimacy” HVM discipline. The business processes supporting these value propositions were identified. Interestingly, each organisation’s desired value proposition differs from their current one. “Technological integrators” predominantly rely on New Product Development (NPD) and Strategy processes, whereas “Socialisors” rely predominantly on Strategy and Customer Relationship processes. Companies can use the findings to better understand their current HVM value proposition and, where necessary, plan their transition to a future desired HVM value proposition.

 

 

Successfully Implementing a Service Business Model

Successfully Implementing a Service Business Model

The March 2013 paper on 'Successfully Implementing a Service Business Model in a Manufacturing Firm' by Ivanka Visnjic, Bart van Looy

Successfully Implementing a Service Business Model - Read More…

Enterprise Imaging: Representing Complex Multiorganizational Service Enterprises

Enterprise Imaging: Representing Complex Multiorganizational Service Enterprises

The December 2012 paper on 'Enterprise Imaging: Representing Complex Multiorganizational Service Enterprises', by John Mills, Dr Valerie C Purchase, Dr Glenn Parry

Enterprise Imaging: Representing Complex Multiorganizational Service Enterprises - Read More…

Factors Influencing Service Complexity

Factors Influencing Service Complexity

October 2012 paper on 'Factors Influencing Service Complexity: The Perspective of Servitized Manufacturers', by Ornella Benedettini and Andy Neely.

Factors Influencing Service Complexity - Read More…

Using Smart Objects to build the Internet of Things

Using Smart Objects to build the Internet of Things

September 2012 paper on 'Using Smart Objects to build the Internet of Things' by Tomás Sánchez López, Damith C. Ranasinghe, Mark Harrison, Duncan McFarlane

Using Smart Objects to build the Internet of Things - Read More…

Organising Servitization: an in-depth case study

Organising Servitization: an in-depth case study

The August 2012 paper on 'Organising Servitization: an in-depth case study' by Taija Turunen and Andy Neely

Organising Servitization: an in-depth case study - Read More…

Complexity in Services: an interpretative framework

Complexity in Services: an interpretative framework

The June 2012 paper on 'Complexity in Services: an interpretative framework' by Ornella Benedettini and Andy Neely

Complexity in Services: an interpretative framework - Read More…

Another Performance Paradox? A refined view on the performance impact of servitization

Another Performance Paradox? A refined view on the performance impact of servitization

The May 2012 paper on 'Another performance paradox? A refined view on the performance impact of servitization' by Ivanka Visnjic, Andy Neely and Frank Wiengarten

Another Performance Paradox? A refined view on the performance impact of servitization - Read More…

Divine Innovation: Religion and Service Provision by Religious Organizations in India

Divine Innovation: Religion and Service Provision by Religious Organizations in India

The April 2012 paper on 'Divine Innovation: Religion and Service Provision by Religious Organizations in India' by Sriya Iyer, Chander Velu and Tirthankar Chakravarty

Divine Innovation: Religion and Service Provision by Religious Organizations in India - Read More…

The Impact of Contract Type on Service Provider Information Requirements

The Impact of Contract Type on Service Provider Information Requirements

The March 2012 paper on 'The Impact of Contract Type on Service Provider Information Requirements' by Rachel Cuthbert, Duncan McFarlane and Andy Neely

The Impact of Contract Type on Service Provider Information Requirements - Read More…

Society’s Grand Challenges: What Role for Services?

Society’s Grand Challenges: What Role for Services?

The February 2012 paper on 'Society’s Grand Challenges: What Role for Services?' by Andy Neely

Society’s Grand Challenges: What Role for Services? - Read More…

Business Model Innovations in Health Care

Business Model Innovations in Health Care

December 2011 paper on 'Business Model Innovations in Health Care' by Sophie Tersago and Ivanka Visnjic

Business Model Innovations in Health Care - Read More…

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

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  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

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Blog | Has COVID-19 Invented the 10X Supply Chain?

Jul 06, 2020

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.

Insight | Business model innovation for digital twins in the construction sector

May 19, 2020

At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.

Generate revenue from digital platforms

May 12, 2020

According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.

Unlocking the secrets of customer loyalty

May 12, 2020

Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome these limitations.

Driving business model transformation

May 01, 2020

A new white paper from the Cambridge Service Alliance and HCL Technologies considers how the development of a digital thread is vital for business model transformation.

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