Cambridge Service Week
The Future of Services in a Connected World
Service Operations Management Forum: Fifth International Workshop
19-20 September 2012, Cambridge, UK
The Fifth International Workshop of Service Operations Management was held in Cambridge during 19-20 September, 2012, which was also a part of the Cambridge Service Week. With the theme of 'The Future of Services in a Connected World', the forum was contributed by researchers from the world. The workshop was organised by Andy Neely and Duncan Macfarlane, on behalf of EurOMA and the Cambridge Service Alliance.
- Report on the Workshop (below)
- Definitions of Service-Related Glossary
- Short Summary of Parallel Sessions
- Summary of Facilitated Discussions
Report on the Workshop:
by Claire Weiller and Jingchen Hou
The two-day forum started with an opening session focusing on perspectives on the future of services. Walter Ganz gave an overview of current trends of tertiarization and challenges in service research, followed by Paul Maglio’s introduction of modelling complex service system. The final presentation was given by Scott Sampson, who introduced a tool of PCN Analysis for service operations management. A discussion panel was held to end the session.
Two parallel sessions were held in the morning and in the afternoon on 19th, which gave researchers freedom to attend any sessions of their interests. Five topics included Customers & Value, Design and Innovation, Business Models, Logistics & Operations and Service Design. By introducing current research of different service areas and promoting questions during the session, new ideas were introduced and discussed, leading to innovative thoughts for both presenters and audience. More detailed contents of presentations in the parallel sessions can be found in [here].
An initial facilitated discussion was held in two separate rooms after the parallel sessions to discuss two topics: What is the advice for firms? and What are the areas we need to know.? The [summary of the discussion] (Appendix 3) shows a wide range of topics and deep thinking, from definition to implementation and from tactic and operational aspects to strategic aspects.
Late in the afternoon on the first day, a tool for co-creation was introduced by Krista Keranen. With this tool, the concept of co-creation is illustrated and actors, barriers and linkages between actors are easily identified. More suggestions were given by audience such as how to modify the tool to better fit the use of senior managers.
The first session on the 20th was a presentation given by Pearson followed with discussion panel summarising the facilitated discussion on 19th. As a new partner of Cambridge Service Alliance, Pearson introduced their fascinating shift to service oriented business, their impressive service solutions and the change of business model.
There were three parallel sessions after that, including six topics – Analytics & Data, Accounting for Service, Perspectives on Service, Internationalisation, Public and Professional Services and Service Design. Some of the details are in [Appendix 2].
The forum was ended by one-hour reflections on the forum, chaired by Andy Neely. Audience gave reflections on the most interesting, the most surprizing and the most difficult parts during the whole forum. Minds were refreshed and memories were recalled to make it a fruitful forum.
"I find the forum very interesting and beneficial because for one thing, I got information on the latest research focuses in the very wide field of service – the breadth of topics in this forum broadened my view, and for the other, by talking to researchers in this field, I got more inspirations and new ideas on service, as well as suggestions on my topic, which will surely help me with my own research."
Discussions in the reflection session proposed a common theme that is the difficulty in clearly defining concepts in service field. To help to stimulate the definitions discussions, some definitions of service related glossaries are listed in Appendix 1. Any suggestions on modification and add-ons are most welcome.