The service sector now accounts for 75 percent of the labour force in the US and the UK and more than 50 percent in Brazil, Russia, Japan and Germany. The dramatic growth of the service sector is changing the nature of organisations. This transition can be extremely beneficial for organisations, securing their competitive position, offering long-term stable revenues and opening up new market opportunities However, it is becoming apparent that there is a lack of research and knowledge in the area of service to help address the challenges these changes are creating. The Alliance will help overcome the challenges of moving toward service by:
- Defining business models that will best create and capture value.
- Assisting firms to recoup the financial benefits they expect to through services.
- Identifying new service and support engineering capabilities to enable these business models.
- Establishing how innovation in performance information and analytics enables service business models.
The Cambridge Service Alliance aspires through research and education programmes, to better enable organisations to address the challenges they will face in the next three to five years. In 2011 we have chosen to focus on three research challenges – (i) new business models for complex services, (ii) capabilities for service support, and (iii) opportunities for performance and information analytics.