Cambridge Service Alliance Introduction

Cambridge Service Alliance Introductory Video.

Cambridge Service Alliance - The Future of Complex Services

Introduction to the Cambridge Service Alliance

Innovation in Service Business Models

Michael Davidson, IBM in discussion with Ivanka Visnjic, University of Cambridge

KT Box Master V.2

KT Box
The Toolbox for Improving Service Operations

Interview with Ivanka Visnjic, Cambridge Service Alliance

When Innovation Follows Promise - Why service innovation is different, and why that matters

Ivanka Visnjic discusses this report on service innovation which looks at the process of service innovation in an attempt to improve the way that service and product-service providers develop new services.

Interview with Claire Weiller, Cambridge Service Alliance

'E-Mobility Services: New Economic Models for Transport in the Digital Economy'

Claire Weiller discusses her recent report on how information and communication technologies (ICT) are enabling new business models and the introduction of electric vehicles (EV).  She discusses the example from the report of an electric car-leasing system currently implemented in Paris, Autolib’, which illustrates the change from traditional mobility as we know it, to mobility-as-a-service.  

Boni Sones interviews speakers from Service Week 2012

Big Data Conference - Speaker Documentary

Cambridge Service Alliance brought together some of the biggest Brand names in global product and service delivery in both the private and public services recently.  The “Big Data: An innovation opportunity for complex services?” One-day Conference explored the common themes big business has to grapple with as we become the recipients and generators of more and more information about ourselves, products and brands. If you are one of those people or organisations drowning in that “sea of information” our speakers told personal stories of how their businesses were responding to those challenges. Boni Sones reports.

Interview with Lars Chr. Christensen, Vestas <br/ >speaker at Service Week 2012

'Exploiting Big Data for Competitive Advantage'

Lars Chr. Christensen, Vice President, Wind & Site Competence Centre, Vestas

Interview with Matt McNeill, Google Enterprise
speaker at Service Week 2012

'Big Data - Changing the Game, Enabling a New Approach to Service'

Matt McNeill, EMEA Lead, Business Solutions, Google

Interview with Stephen Gold,  Watson Solutions, IBM Software Group
speaker at Service Week 2012

'The rise of cognitive computing: implicaitons for Big Data and complex services'

Stephen Gold, Director WW Marketing, Watson Solutions, IBM Software Group

Interview with Craig Olmstead, CAT Global Mining and Sarah Bailey, BAE Systems Maritime Services
speakers at Service Week 2012

'Building the Service Business at Caterpillar: A Capability Perspective'

Craig Olmstead, Job Site Solutions, CAT Global Mining
Sarah Bailey, BAE Systems Maritime Services

Interview with Andy Neely, Cambridge Service Alliance

speaking at Service Week 2012

'New Developments in the Cambridge Service Alliance: Business Models and Performance Measurement'

Andy Neely, Director, Cambridge Service Alliance

Interview with
Will Cavendish, Cabinet Office,
speaker at Service Week 2012

'Public Service Reform and Innovation: What Role for Data?'

Will Cavendish, Executive Director, Implementation Group, Cabinet Office

Interview with Andy Neely, Cambridge Service Alliance.

'Challenges of Selling Services'

Podcast interview with Andy Neely on The Challenges of Selling Services during a global recession'
Andy Neely talks about how a global recession need not mean that firms contract, but that they can consider instead the challenge of selling services.  He talks about the seven point scale of 'challenges for sales', which in turn lead to seven 'opportunities for sales'.

Interview with Andy Neely, Cambridge Service Alliance.

'Managing Performance in Turbulent Times'

Podcast interview with Andy Neely on his latest Book: Managing Performance in Turbulent Times'
Andy Neely talks about his new book, which he has co-authored with Ed Barrows, describing how organisations need to adapt their management systems to work in a dynamic and fast moving environment.

Interview with John Mills, Cambridge Service Alliance.

'Towards Understanding the Value of the Client's Aspirations and Fears in Complex, Long-Term Service Contracts'

Interview with Professor Ivanka Visnjic, Business Models Lead, Cambridge Service Alliance.

'From Processes to Promise: How complex service providers use business-model innovation to deliver sustainable growth'

Podcast interview with Ivanka Visnjic

Abstract: One of the authors of the recently published White Paper, Ivanka Visnjic, gives her perspective on the Paper and the research. Ivanka identifies the challenges organisations face in order to innovate their business models to help them become 'service savvy', providing more comprehensive solutions for customers. She tells us the three lessons identified from the research that organisations need to learn in order to innovate successfully: 1. understanding their value proposition; 2. identifing the right partners and networks; and 3. the importance of mitigating risk. Ivanka concludes with insights into what the next steps in this research will be.

Interview with keynote speakers from Service Innovation Conference, 21 September 2011.

'The Cambridge Service Alliance Service Innovation: Competitive advantage through new business models'

Abstract: Interviews with keynote speakers from the Service Innovation Conference discuss how to improve competitiveness, create jobs and boost their respective economies through pooling the experiences of public and private sector enterprises.

Professor Andy Neely, Director, Cambridge Service Alliance.

'The Servitization of Manufacturing'

Abstract: The Cambridge Service Alliance explores what is happening in the 'Servitization of Manufacturing' Professor Andy Neely looks at the trends of the future that will bring about business success and the strategic, economic and environmental influences.

Interview with Professor Scott Sampson, Brigham Young University.

'Process Chain Network diagrams (PCN)'

Abstract: Professor Sampson explains his definition of services, specifically the Unified Service Theory. He then goes into detail about his work around Process Chain Network (PCN) diagrams and how they act as tools to analyse services. Specifically Professor Sampson explains how PCN analysis helps by looking at i) a sequence of steps that span different process entities; ii) where value proposition comes in is relevant; iii) where costs are incurred; iv) where customer benefit is realised, and v) where revenues are realised. He explains that this analysis shows how entities are inter-related by process dependencies in order to provide particular value offerings.

Interview with Professor Chris Voss, London Business School.

'Customer experience as a key driver of value'

Professor Voss explains his recent research, which looked at how to design Customer Experience. He studied seven companies that design customer experience and talks about some of the key principals found in this design process, such as viewing customer experience as a customer journey; the importance of people and roles in the process; managing customers and the emotional contagion aspect; the physical design elements; and the importance of back-office processes. He also discusses the importance of putting the customer at the heart of the service offering as well as his views on the importance of innovation in process, product and business models.

Interview with Professor Andy Neely, Director, Cambridge Service Alliance.

'The impact of servitization on manufacturing'

Abstract: We know that UK manufacturers cannot compete on the basis of cost. They have to innovate to add value and survive. For many manufacturing firms this includes service innovation, identifying and offering services that complement and supplement their products. Enabled by technology, a particularly important form of service innovation is service/support, where manufacturers seek to offer extended lifetime support for their products in service. Other services might include financial services, consulting services, design and development services or installation services. In theory adding services offers manufacturers a new way of generating additional revenues and profits. In practice, however, the transition to services is rarely straightforward and recent research points to a services paradox - adding services should result in higher margins, yet it appears difficult to achieve these higher margins. In this presentation Andy Neely, Director of the Cambridge Service Alliance, discusses global trends in the servitization of manufacturing, the services paradox and the reasons why servitizing might be difficult for manufacturers, as well as offering advice on how to overcome the challenges of servitization.
University of Cambridge, Copyright: V.G. Gilmour

Interview with Professor Andy Neely, Director, Cambridge Service Alliance.

'Large European equipment manufacturer that has successfully moved into services'

Abstract: Exploring the experience of a large industrial manufacturer that has successfully moved into services. It builds on the presentation on servitization, a diversification strategy of manufacturers in services, made by Professor Andy Neely on 22 October (also available in the interview series). While Professor Neely discussed the performance effects of servitization on the large sample of manufacturing firms, this seminar explores the experience of a large European equipment manufacturer that has successfully moved into services.

Contrary to the expected economic and strategic benefits of servitization, some of the more recent case studies indicate that firms face serious problems in implementation. Presuming that this lack of clarity on the benefits of servitization is caused by separate conceptual treatment of external/marketing and organisational/operational dimensions of the strategy, an integrated framework to evaluate the overall impact of servitization on performance is proposed. Quantitative assessment of this framework based on internal, subsidiary-level data of the firm under study shows that servitization has a positive impact on both, growth and profitability.

After in-depth case studies are conducted in order to reveal managerial practices that underpin subsidiary performance, it becomes clear that the balance of incentives. and thus, the organisational design of product and service activities is the precursor to the successful implementation. 'Partnership of equals' emerges as the best organisational arrangement for products and services- subsidiaries that give more focus and organisational autonomy to services, while maintaining the close relationship with products, seem to be more successful. As the previous research seems to suggest, the consequences of misunderstanding or failing to 'strike the balance' - either by prioritising products or isolating product and service strategies - can be far-reaching. Good managerial practices, as well as potential pitfalls, are discussed.
University of Cambridge, Copyright: V.G. Gilmour.

Interview with Professor Arnoud De Meyer, Cambridge Judge Business School.

'Challenges surrounding the provision of total service solutions'

Abstract: The world of services is growing and with this expansion services are becoming more complex. Firms now seek to offer total service solutions to help meet customers' increasingly complex demands. This poses a question of how service offerings can be scaled to provide the increasingly complex solutions required by the telecommunications and engineering sectors and, with bundled solutions becoming more common, it is rare that a single company alone can meet the demands of the client. In this podcast Professor Arnoud De Meyer of the Cambridge Judge Business School discusses these challenges and the need for collaborative service innovation.
University of Cambridge, Copyright: V.G. Gilmour.

Inteview with Professor Michael Cusumano, MIT Sloan School of Management.

'The software industry as an example of the importance of investing in service research and innovation'

Abstract: In this podcast by the Cambridge Service Alliance, Professor Michael Cusumano of the MIT Sloan School of Management discusses his new book, Staying Power: Six Enduring Principles for Managing Strategy and Innovation in an Uncertain World. The book seeks to examine how businesses can adapt to rapid technological changes and still prosper. Based on more than thirty years of research Professor Cusumano explores why product-based firms should take the software industry as inspiration in generating fresh revenues from services. Software firms draw around two-thirds of their revenues from services, but traditionally product-based manufacturers have seen this area as a cost rather than profit centre. Professor Cusumano argues that manufacturers should be exploring new business models in service and investing in service research and innovation in order to assure long-term survival.
University of Cambridge, Copyright: V.G. Gilmour.