Cambridge Service Alliance: Recent Episodes
Cambridge University
Find out about the latest service research outputs, industrial collaborations and projects from the University of Cambridge Institute for Manufacturing (IfM) and the Cambridge Service Alliance in this series of podcast briefings. The Cambridge Service Alliance is a unique global alliance between leading businesses and universities. It brings 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.
Summary Podcast including quotations from all our Speakers at Service Week 2017 Industry Conference 'Bridging to New Service Technology'. The transcript of this podcast is available at bit.ly/serviceweek2017
Dr Mohamed Zaki, Deputy Director of the Cambridge Service Alliance, was a Keynote Speaker at Service Week 2017. Mohame spoke about his recent research on how machine learning can be applied to customer experience analytics. This is a podcast interview conducted during the conference. The full transcript of this interview is available on bit.ly/serviceweek2017
Sean Perry-Evans is the UK Services Development Director for Thales. Sean was a keynote speaker at Service Week 2017, where he spoke about the Thales’ digital transformation vision, which they believe will transform the markets they serve (aerospace, transport, defence and security) and improve the digital future for their customers, by solving the challenges they face. The is a podcast recorded during the conference. The full transcript is available at bit.ly/serviceweek2017
Christoph Mueller, EVP, Chief Digital & Innovation Officer, Emirates Group, was a keynote speaker at Service Week 2017 - Bridging to New Service Technology, where he spoke about the vision of Emirates Airline, which aims to re-invent its processes using digital technology to enable a delightful travel experience. This is a podcast interview conducted during the conference. A full transcript is available at bit.ly/serviceweek2017
Martin Fleming is IBM’s Chief Analytics Officer and Chief Economist. Martin was a keynote speaker at Service Week 2017 - 'Bridging to New Service Technology'. He spoke about how using machine learning, artificial intelligence, and deep learning can not only systematically inform decisions, it can enable greater innovation and creativity. Full transcript available on bit.ly/serviceweek2017
In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge. Dr Zaki, explains how the Alliance has grown and by building upon its collaborations with industry it has produced some of the most trusted management tools and frameworks in manufacturing today to help firms shift from product based services to offering complete solutions to their customers.
In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, Deputy Director, Cambridge Service Alliance, University of Cambridge, talks about his new paper “The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model”. The paper was co-authored with Dalia Kandeil, and Andy Neely, of the CSA, and Janet McColl-Kennedy, from the University of Queensland, Brisbane, Australia and a visiting professor here.
Continuous planned change ensures success for manufacturing firms making the shift to services over the longer term Veronica Martinez –’Exploring the Journey to Services’. In a new podcast from the Cambridge Service Alliance, Senior Researcher Veronica Martinez, talks about her new jointly authored paper: ‘Exploring the Journey to Services’. It is co-authored with Professor Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.
Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems. The paper is co-authored with Veronica Martinez and Andy Neely.
Detail matters when it comes to ensuring safety in contracted out services provided by manufacturing firms. Chara Makri, a PHD student at the Cambridge Service Alliance talks about her new paper “Critical Incidents in Complex Service Contracts: Safety Challenges and means of prevention” which she co-authored with Professor Andy Neely. Makri interviewed 13 experts from servitized manufacturing companies and their partners, in roles directly linked with safety both managers and engineers. Makri explained: “A critical incident doesn’t necessarily mean that someone gets fatally injured, it could be any case where the service was not properly delivered to the customer, and the main organisation would be responsible for this. There is a transfer of risk to the manufacturer but we found that even though customers transfer the risk they often still want to make the decisions. The new partners need to trust each other to deliver these services properly.” She continued: “Over 60 per cent of the respondents felt there was confusion over responsibilities. Due to the large number of parties in these contracts it is not always clear who is responsible for performing a certain task. One of the respondents said to us: ‘I don’t think it will ever be fully defined who is accountable and responsible for what’. But they are trying to make people understand more about this. “Just over half of the respondents felt even if they knew what they have to do there is a general lack of control that doesn’t allow them to do so.” Makri sets out three main risks companies faced: control; attitudes within the service network; competencies and training. She goes on to comment: “It is not just one thing that needs to be done to deliver services safely, you need to be aware of all the characteristics within a network and the cultures in the network to drive the right behaviours. We looked at personal cultures; incentive systems; balancing cost and safety. Some sectors are more regulated than others, while in others there are more nominal requirements, so there may be different understandings of safety in different sectors.” The sectors and environments within which companies operate are becoming more demanding, says Makri: “Services are important, and more manufacturers are going to turn to services in the future, but at the same time customers are becoming more demanding. The EU has set ambitious roles for aviation for the next decade, covering capacity, safety, costs and environmental impact. These different targets compete against each other. We see that environments are becoming more demanding.” She concludes by saying that responsibility for safety must be shared across the organisation: “We need more research to be able to say the exact characteristics that will provide servitized manufacturers with high levels of safety. The second insight refers to control, who has the right to make the decisions, and the attitudes and competencies within the whole service network. There is not one single thing an organisations should focus on it is all the little things, and all the individuals need to be aware of how their performance affects the performance of the whole network.”
Compilation Podcast of all speakers from the Industry Day Conference, 'Growing Your Service Business in an Age of Digital Disruption', held on 11 October.
Podcast by Professor Andy Neely on this year's Service Week 2016 Industry Day Conference, held on 11 October.
Podcast from Service Week 2016 Industry Day Speaker, Dr Veronica Martinez, Cambridge Service Alliance, on 11 October 2016
Podcast from Service Week 2016 Industry Speaker, Fred Jones, General Manager, UK Expansion, Uber, on 11 October 2016
Podcast recording by Service Week 2016 Industry day Speaker - Per Stjernqvist, VP Servitization & Solutions, Trackunit A/S, held on 11 October 2016.
A Podcast interview with Conference Speaker, Brian Holliday, Managing Director, Siemens Digital Factory, Siemens plc, on his presentation at Service Week 2016 Industry Day Conference, held on 11 October 2016.
Professor Andy Neely answers some key questions about the Cambridge Service Alliance business partners and its recent research, ahead of its conference on 'Growing Your Business in an Age of Digital Disruption'.
Joint interview with Veronica Martinez and Katherina Greve on the paper: Facilitating Co-Creation in Living Labs: The Josephs study'.
Today’s firms have to have their eyes and ears pointed in all directions to develop and spot the next wave of technological changes to plug into what’s happening out there on the street. In this new Cambridge Service Alliance podcast Katharina Greve talks of her new joint research on Living Labs. The paper: ‘Facilitating co-creation in living labs: The Josephs study', is co-authored with Julia Jonas, Andy Neely and Kathrin Möslein.
She looks at: • The definition of Living Labs • What we know about Living Labs already • How the study with Josephs was structured and carried out • Who participated in the study and why • When the five critical success factors to facilitate co-creation should be used • Why the key findings of the study are important for other firms • Where further research is needed
In this special podcast the Director of the Cambridge Service Alliance, Professor Andy Neely, who is also the Director of the Institute for Manufacturing at the University of Cambridge, discusses the highlights and trends in manufacturing that companies are tapping into in 2016 to make the switch to supplying more services to their customers. Professor Neely discusses: • Who the companies that form the global alliance of the CSA are and how they can provide case studies for others to learn from • What can be gained from learning what your customers’ customer’s needs are • Why technology is leading the way in finding new ways of connecting networks and supply chains • Where knowledge exchange with others works and how to build new collaborations even with your competitors • When using the CSA roadmap of seven Critical Success Factors in the shift to services can inform your management decisions and give you new tools to help measure success • How best to plan for Industry 4.0 and when to start changing the way you work whether you are the first or last to do so • The theme of the Cambridge Service Alliance Service Week in October is “Innovating Your Business Model in a Digital Age” bringing together leading Alliance members and other key collaborators to provide thought leadership on platforms, services and data.
Calling a cab has never been easier, but launching a service platform business presents many challenges. In this podcast, Xia Han talks about his paper “Service in the platform context: a review of the state of the art”.
Podcast interview with Dr Florian Urmetzer on recent paper “Engineering Services: Unpacking Value Exchange” – by Florian Urmetzer, Andy Neely and Veronica Martinez.
In a new Cambridge Service Alliance podcast, PhD Candidate, Jingchen Hou, outlines how supply chains with numerous partners can build alliances to bring about new innovations for firms. Trust and collaboration are key words to enable these innovative behaviours to thrive and prosper and all the partners need to be included.
This Webinar discusses the recent executive briefing from the Cambridge Service Alliance, 'Seven Critical Success Factors in the Shift to Services’, which sets out a roadmap for making the shift to services journey. It identifies the seven critical success factors (CSFs) in order to deliver services successfully and gives firms a set of key actions to do this.
Podcast from the authors of the Executive Briefing - 'Seven Critical Success Factors in the Shift to Services', including Veronica Martinez, University of Cambridge, Andy Neely, University of Cambridge, Neil Alison, Pearson, Monica Lund, Pearson, Dav Bisessar, IBM, Stewart Leinster-Evans, BAE Systems, Graham Pennington, BAE Systems and Daniel Smith, Zoetis.
Podcast from from Dr Veroncia Martinez on the Executive Briefing Seven Critical Success Factors in the Shift to Services.
Andy Neely, Director of the Cambridge Service Alliance, discusses the latest Executive Briefing 'Seven Critical Success Factors in the Shift to Services', which sets out a roadmap from start to finish of the shift to services journey.
Summary Podcast from the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'
Conversation with Professor Andy Neely about this year's Industry Conference - commenting on the keynote presentations during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'
Conversation with researchers - Mohamed Zaki, Florian Urmetzer and Veronica Martinez, from the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'.
Conversation with Tom Palmer, Director of Services, Rolls-Royce plc, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'
Conversation with Alejandro Bernal, EVP and Group President Strategy, Commercial and Business Development, Zoetis, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'
Conversation with Christopher Ganz, Group Service R&D Manager, ABB about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'
Podcast from the Cambridge Service Alliance, with Daniel Smith and Scott Lyle from the Centre for Digital Innovation, Zoetis and Mohamed Zaki from the Cambridge Service Alliance, University of Cambridge. The Podcast looks at how internet technology is changing animal production techniques on the farm even in the more remote rural areas.
Veronica Martinez discusses her paper 'Making and Sustaining the Shift to Services in the Animal Health Industry', which explores the steps and practices regarding management of the shift to services in the context of the animal health industry.
Ornella Benedetting discussed the research behing the paper: “A Capability-Based View of Service Transitions”. The study set out to look at 138 companies in the aerospace and defence industry during 2013 and 2014. Surprisingly they found that firms don’t add greater value to their profit margins by loading more and more services into their product offering.
Professor Andy Neely, Director of the Alliance and Chara Makri discuss their paper – “Through-life accountability: Managing complex services”.
Interview with Veronica Martinez during the 'Future of Services in a Digital Age' Conference
Interview with Ed Bainbridge during the 'Future of Services in a Digital Age' Conference.
Interview with Felix von Reischach during the 'Future of Services in a Digital Age' Conference.
Interview with Stefan Bungart during the 'Future of Services in a Digital Age' Conference.
Interview with Andy Neely about his presentation during the 'Future of Services in a Digital Age' Conference.
Andy Neely discusses the research into Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation', and discusses the integrated framework that could help stimulate an organisation to become data-driven by enabling it to construct its own Data-Driven Business Model (DDBM) in coordination with the six fundamental questions for a data-driven business.
Mohamed talks about his recent research into 'Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation', and discusses the integrated framework that could help stimulate an organisation to become data-driven by enabling it to construct its own Data-Driven Business Model (DDBM) in coordination with the six fundamental questions for a data-driven business.
Andy Neely explains how “e” businesses pioneered the concept of business models which are now widely used by most firms today. “This framework of business models has really grown in interest in the past 15 years or so, firms had business models before but they didn’t use that language. Here at the CSA we look at the business to business world, where firms supply both products and services.”
Marcus Eurich, Cambridge Service Alliance, presents a Webinar on the Business-to-Consumer Lock-in Effect. Presented on 10 November 2014.
Webinar by Alliance Directory, Professor Andy Neely, introducing the Cambridge Service Alliance
Interview with Professor Chris Voss, London Business School, as he explains his recent research, which looked at how to design Customer Experience
Professor Michael Cusumano of the MIT Sloan School of Management on why traditional product-based manufacturers should be looking at the software industry as an example of the importance of investing in service research and innovation.
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.