Difference between revisions of "Related Work and Documents"

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== Précis on Cambridge Service Alliance Papers ==
+
== Related Work and Documents ==
 +
Much work has been carried out in defining Services and their introduction. Papers have been identified through an extensive literature search. Many papers have come from the Cambridge Service Alliance and the more technical of these have been listed in a separate table.
  
−
CSA is a consortium of Cambridge University, BAE Systems, IBM, Caterpillar, Pearson, who undertake research into new ways to provide, implement and employ complex service systems.  The work is mainly concerned with the servitization of manufacturing although their papers cover sixteen business sectors. 
+
=== Method of Assessment ===
  
−
As at May 2014, 60 papers are listed and 40 are publicly available.  These can be categorised as:
+
Papers have been assessed using a standard framework providing a summary of their relationship to the work, their relevance to the work and their maturity in terms of publication.  This has been dome using the table below.
−
*Overviews (6 of them): Keynote speeches – current situation and general way forward – such as: ‘Collaborate to Innovate - How Business Ecosystems Unleash Business Value’
+
{| class="wikitable" border="1"
−
*Studies (10 of them) : Single example of use of services such as ‘Electric Vehicle Rental Services: Project in Okinawa, Japan’
+
!Grade
−
*Surveys (8 of them): Look across many implementations and their effect.  Such as ‘Firm’s characteristics and servitization performance: A bankruptcy perspective’
+
!Levels of Relevance
−
*Analyses (12 of them): Extracting some conclusions from Studies and Surveys. Such as  ‘Service types and their differential risk effects for manufacturing firms: an empirical analysis’
+
!Levels of Maturity
−
*Techniques/business models (4 of them) - How things could be re-organised: such as ‘Industry transformation towards service logic: A business model approach’
+
|-
−
 
+
|5
−
 
+
|Forms the basis for much of the work to be done.  Has to be referenced
−
=== Lessons Learned ===
+
|The established international leading text on a particular subject: e.g. CMMI, Widely available, normally in book form
−
 
+
|-
−
*Through-life accountability is needed for services but is not well understood and what does it mean for services?
+
|4
−
*Value model and proposition framework
+
|Important paper to contribute to the work – should be referenced
−
*Attributes of value co-creation are essential to deliver value in use
+
|Commonly cited Journal paper, book or published document . e.g.DoDAF, MoDAF.
−
*Services fail if they are introduced too soon and the infrastructure is not there to support it
+
|-
−
*The ecosystem of services is important in getting new services developed and deployed
+
|3
−
*Product businesses moving into services are not immediately profitable. Increase in business will occur but this will not ensure increase in profits.   There are three phases: 1. Positive: sale of spares and repairs, 2. Negative: Taking on Services, increases in labour. 3. Positive: optimising service delivery.
+
|Less important paper that may contribute to the work, could be referenced
−
 
+
|Journal paper in respected journal.  Full peer review.
−
 
+
|-
−
== Reference Papers ==
+
|2
 +
|Used in the development of the work but does not contribute to the eventual output.  E.g. Soft Systems methodology.  May be referenced in background paper.
 +
|Conference paper (has had external peer review) may not be in public domain
 +
|-
 +
|1
 +
|May need to be covered in discussions as to why it is not relevant but not directly contributing to the work.
 +
|Unpublished working paper  (not had external peer review)  e.g. tool supplier’s white paper.
 +
|-
 +
|0
 +
|Not relevant to this work
 +
|Personal communication
 +
|-
 +
|}
 +
== General Papers ==
  
  
 +
=== Listing of General Papers ===
 +
Relevant papers are listed below along with the reason they are of interest, the type of paper, relevance, maturity, industry sector, and hyperlink.
 
{| class="wikitable" border="1"
 
{| class="wikitable" border="1"
−
|-
 
 
!#
 
!#
−
!Item
+
!Title
−
!Content
+
!Interest
 +
!Standard/Overview /study /survey /analysis /technique
 +
!Relevance Score
 +
!Maturity Score
 +
!Sector
 
!Link
 
!Link
 
|-
 
|-
Line 35: Line 54:
 
|BS ISO 37500 Outsourcing
 
|BS ISO 37500 Outsourcing
 
|Draft ISO Standard for Outsourcing
 
|Draft ISO Standard for Outsourcing
 +
|Standard
 +
|5
 +
|5
 +
|Outsourcing
 
|[[http://standardsdevelopment.bsigroup.com/Home/Project/201300069]]
 
|[[http://standardsdevelopment.bsigroup.com/Home/Project/201300069]]
 
|-
 
|-
Line 40: Line 63:
 
|ITIL v3:   
 
|ITIL v3:   
 
|IT Services Management, mandated by UK Government on some service contracts (including Defence)
 
|IT Services Management, mandated by UK Government on some service contracts (including Defence)
 +
|Standard
 +
|5
 +
|5
 +
|IT
 
|[[http://www.itil-officialsite.com/]]
 
|[[http://www.itil-officialsite.com/]]
 
|-
 
|-
Line 45: Line 72:
 
|CMMI for Services
 
|CMMI for Services
 
|Capability Maturity Model
 
|Capability Maturity Model
 +
|Standard
 +
|5
 +
|5
 +
|General
 
|[[http://resources.sei.cmu.edu/library/asset-view.cfm?assetID=19418]]
 
|[[http://resources.sei.cmu.edu/library/asset-view.cfm?assetID=19418]]
 
|-
 
|-
Line 50: Line 81:
 
|Cambridge Service Alliance
 
|Cambridge Service Alliance
 
|Cambidge University, BAE Systems, IBM plus others
 
|Cambidge University, BAE Systems, IBM plus others
 +
|Overview
 +
|3
 +
|2
 +
|Manufacture
 
|[[http://www.cambridgeservicealliance.org]]/
 
|[[http://www.cambridgeservicealliance.org]]/
 
|-
 
|-
Line 55: Line 90:
 
|Cambridge Service Alliance Definitions
 
|Cambridge Service Alliance Definitions
 
|List of definitions for services that could clarify  discussions. Especially with regard to seeing a service from different perspectives (supplier, procurer, customer)
 
|List of definitions for services that could clarify  discussions. Especially with regard to seeing a service from different perspectives (supplier, procurer, customer)
 +
|Technique
 +
|3
 +
|2
 +
|Manufacture
 
|[[http://www.cambridgeservicealliance.org/research/research-wiki.html]]/
 
|[[http://www.cambridgeservicealliance.org/research/research-wiki.html]]/
 
|-
 
|-
Line 60: Line 99:
 
|Complexity in Services:  an Interpretive Framework  
 
|Complexity in Services:  an Interpretive Framework  
 
|Contains 76 reasons for services to be complex!! Cambridge Service Alliance Paper_June 2012
 
|Contains 76 reasons for services to be complex!! Cambridge Service Alliance Paper_June 2012
 +
|Survey
 +
|3
 +
|2
 +
|Manufacture
 
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/Alliance%20Paper_June%202012_Complexity%20in%20Services.pdf]]
 
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/Alliance%20Paper_June%202012_Complexity%20in%20Services.pdf]]
 
|-
 
|-
Line 65: Line 108:
 
|Service Systems Engineering (SEBoK)
 
|Service Systems Engineering (SEBoK)
 
|Guide to the Systems Engineering Body of Knowledge  
 
|Guide to the Systems Engineering Body of Knowledge  
 +
|Standard
 +
|2
 +
|3
 +
|Systems Engineering /General
 
|[[http://www.sebokwiki.org/wiki/Service_Systems_Engineering]]
 
|[[http://www.sebokwiki.org/wiki/Service_Systems_Engineering]]
 
|-
 
|-
Line 70: Line 117:
 
|Service Systems Engneering Stages (SEBoK)
 
|Service Systems Engneering Stages (SEBoK)
 
| Describes the stages of the service systems development process (SSDP) and expected outputs for each stage. Largely based on ITIL v3. (#2)
 
| Describes the stages of the service systems development process (SSDP) and expected outputs for each stage. Largely based on ITIL v3. (#2)
 +
|Standard
 +
|2
 +
|3
 +
|Systems Engineering /General
 
|[[http://www.sebokwiki.org/wiki/Service_Systems_Engineering_Stages]]
 
|[[http://www.sebokwiki.org/wiki/Service_Systems_Engineering_Stages]]
 
|-
 
|-
Line 75: Line 126:
 
|Smart Cities Framework
 
|Smart Cities Framework
 
|Guidance for decision-makers in smart cities and communities
 
|Guidance for decision-makers in smart cities and communities
 +
|Study
 +
|2
 +
|3
 +
|Enterprise
 
|[[https://www.innovateuk.org/web/future-cities-special-interest-group]]
 
|[[https://www.innovateuk.org/web/future-cities-special-interest-group]]
 
|-
 
|-
Line 80: Line 135:
 
|Product Service Systems
 
|Product Service Systems
 
|Definition of Systems that comprise Product and Services
 
|Definition of Systems that comprise Product and Services
 +
|Analysis
 +
|3
 +
|3
 +
|Systems Engineering /General
 
|[[http://en.wikipedia.org/wiki/Product_service_system]]
 
|[[http://en.wikipedia.org/wiki/Product_service_system]]
 
|-
 
|-
Line 85: Line 144:
 
|When Innovation Follows Promise - Why Service innovation is different   
 
|When Innovation Follows Promise - Why Service innovation is different   
 
| Contains four Case Studies: Hitachi, Bombardier, Rolls Royce, Caterpillar.  Cambridge Service Alliance Briefing Paper 2012.  
 
| Contains four Case Studies: Hitachi, Bombardier, Rolls Royce, Caterpillar.  Cambridge Service Alliance Briefing Paper 2012.  
 +
|Study
 +
|2
 +
|2
 +
|Manufacture
 
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/When%20Innov%20follows.smallfile.pdf]]
 
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/When%20Innov%20follows.smallfile.pdf]]
 
|-
 
|-
Line 90: Line 153:
 
|Risk management in the procurement of innovation   
 
|Risk management in the procurement of innovation   
 
| EU document that studies the way risk can be managed to enhance the procurement of innovation.  
 
| EU document that studies the way risk can be managed to enhance the procurement of innovation.  
 +
|Technique
 +
|2
 +
|3
 +
|General
 
|EUR 24229 EN
 
|EUR 24229 EN
 
|-
 
|-
Line 95: Line 162:
 
|Designing Competitive Service Delivery Models   
 
|Designing Competitive Service Delivery Models   
 
| Transformation of ICI Explosives business from Product to Service.  relates this to 'Value Proposition Framework' Cambridge Service Alliance Article 2013.
 
| Transformation of ICI Explosives business from Product to Service.  relates this to 'Value Proposition Framework' Cambridge Service Alliance Article 2013.
 +
|Study
 +
|2
 +
|2
 +
|Explosives
 
|[[http://www.cambridgeservicealliance.org/news/114/61/Designing-Competitive-Service-Models.html]]
 
|[[http://www.cambridgeservicealliance.org/news/114/61/Designing-Competitive-Service-Models.html]]
 
|-
 
|-
Line 100: Line 171:
 
|Product Safety in a World of Services: Through-Life Accountability   
 
|Product Safety in a World of Services: Through-Life Accountability   
 
| BAE Systems move to increasing the Service element of their product portfolio.  Includes discussion on accountability in particular with regard to Safety.  Cambridge Service Alliance Conference Paper 2014.
 
| BAE Systems move to increasing the Service element of their product portfolio.  Includes discussion on accountability in particular with regard to Safety.  Cambridge Service Alliance Conference Paper 2014.
 +
|Study
 +
|2
 +
|2
 +
|Defence
 
|[[http://www.cambridgeservicealliance.org/news/120/61/Product-Safety-in-a-World-of-Services-Through-Life-Accountability---February-Paper.html]]
 
|[[http://www.cambridgeservicealliance.org/news/120/61/Product-Safety-in-a-World-of-Services-Through-Life-Accountability---February-Paper.html]]
 
|-
 
|-
−
]]
 
 
|}
 
|}
 +
 +
 +
== Cambridge Service Alliance ==
 +
 +
=== Précis of CSA Papers ===
 +
 +
CSA is a consortium of Cambridge University, BAE Systems, IBM, Caterpillar, Pearson, who undertake research into new ways to provide, implement and employ complex service systems.  The work is mainly concerned with the servitization of manufacturing although their papers cover sixteen business sectors. 
 +
 +
As at May 2014, 60 papers are listed and 40 are publicly available.  These can be categorised as:
 +
*Overviews (6 of them): Keynote speeches – current situation and general way forward – such as: ‘Collaborate to Innovate - How Business Ecosystems Unleash Business Value’
 +
*Studies (10 of them) : Single example of use of services such as ‘Electric Vehicle Rental Services: Project in Okinawa, Japan’
 +
*Surveys (8 of them): Look across many implementations and their effect.  Such as ‘Firm’s characteristics and servitization performance: A bankruptcy perspective’
 +
*Analyses (12 of them): Extracting some conclusions from Studies and Surveys. Such as  ‘Service types and their differential risk effects for manufacturing firms: an empirical analysis’
 +
*Techniques/business models (4 of them) - How things could be re-organised: such as ‘Industry transformation towards service logic: A business model approach’
 +
 +
 +
 +
 +
=== Listing of relevant Cambridge Service Alliance Papers ===
 +
Relevant papers are listed below along with the reason they are of interest, the type of paper, relevance, maturity, industry sector, and hyperlink.
 +
{| class="wikitable" border="1"
 +
!#
 +
!Title
 +
!Interest
 +
!Overview /study /survey /analysis /technique
 +
!Relevance Score
 +
!Maturity Score
 +
!Sector
 +
!Link
 +
|-
 +
|C1
 +
|Electric Vehicle Rental Services: Project in Okinawa, Japan
 +
|Why service projects can fail
 +
|Study
 +
|1
 +
|1
 +
|Electric Vehicle Rental
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013_December_Industry%20transformation%20towards%20service%20logic_A%20BM%20approach.pdf]]
 +
|-
 +
|C2
 +
|Industry transformation towards service logic: A business model approach
 +
|Customer value and profitable business
 +
|Analysis Technique
 +
|2
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013_December_Industry%20transformation%20towards%20service%20logic_A%20BM%20approach.pdf]]
 +
|-
 +
|C3
 +
|The Servitization of Germany: An International Comparison
 +
|Why firms go for servitzation
 +
|Survey
 +
|1
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013%20November_Servitization%20in%20Germany.pdf]]
 +
|-
 +
|C4
 +
|Barriers to Servitization: Results of a Systematic Literature Review
 +
|Barriers to firms servitizing
 +
|Survey
 +
|1
 +
|0
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013_October%20Paper_Barriers%20of%20Servitization.pdf]]
 +
|-
 +
|C5
 +
|Collaborate to Innovate - How Business Ecosystems Unleash Business Value
 +
|Ecosystems
 +
|Overview
 +
|3
 +
|1
 +
|General
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/Collaborate%20to%20Innovate%20-%20ecosystems%20-%20final.pdf]]
 +
|-
 +
|C6
 +
|Data Quality Assessment: The Hybrid Approach
 +
|None directly
 +
|Technique
 +
|0
 +
|1
 +
|Sector not specified.  Also not clear what this has to do with Services 
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013_08_Data%20Quality%20Assessment.pdf]]
 +
|
 +
|-
 +
|C7
 +
|Managing Decision-Making and Cannibalization for Parallel Business Models
 +
|What sort of servitization can be successful
 +
|Survey
 +
|3
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013%20July%20paper_Managing%20Decision%20Making%20and%20Cannibalization.pdf]]
 +
|-
 +
|C8
 +
|Firm’s characteristics and servitization performance: A bankruptcy perspective
 +
|Why forms that servitize go bust
 +
|Survey
 +
|1
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013%20May%20Alliance%20Paper_Bankruptcy%20Perspective.pdf]]
 +
|-
 +
|C9
 +
|Successfully Implementing a Service Business Model in a Manufacturing Firm
 +
|Why firms that servitize can get worse performance
 +
|Survey
 +
|1
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/March2013PaperFull.pdf]] 
 +
|-
 +
|C10
 +
|Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance
 +
|Why firms that servitize need to get long term economies
 +
|survey
 +
|1
 +
|3
 +
|Manufacturing
 +
|[[http://dx.doi.org/10.1016/j.jom.2013.02.001]]
 +
|-
 +
|C11
 +
|Thriving in Open Innovation Ecosystems: Towards a Collaborative Market Orientation
 +
|Ecosystems – people who offer services for others to combine and use
 +
|Technique
 +
|3
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2013%20January%20Paper%20-%20Thriving%20in%20Open%20Innovation.pdf]]
 +
|-
 +
|C12
 +
|'Enterprise Imaging: Representing Complex Multiorganizational Service Enterprises',
 +
|Services in supply chain
 +
|Technique
 +
|2
 +
|1
 +
|Defence Tornado
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2012%20Dec_Enterprise%20Imaging.pdf]]
 +
|-
 +
|C13
 +
|'Factors Influencing Service Complexity: The Perspective of Servitized Manufacturers',
 +
|Service complexity
 +
|Analysis
 +
|3
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/MonthlyPaper_October%202012_Service%20Complexity.pdf]]
 +
|-
 +
|C14
 +
|'Using Smart Objects to build the Internet of Things'
 +
|Web services and Internet as a service
 +
|Overview
 +
|1
 +
|3
 +
|IT
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/September%202012%20-%20Using%20Smart%20Objects%20to%20build%20the%20Internet%20of%20Things.pdf]]
 +
|-
 +
|C15
 +
|'Organising Servitization: an in-depth case study'
 +
|Changes in firm needed to change to Servitization
 +
|study
 +
|2
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2012_August_Organising%20Servitization.pdf]]
 +
|-
 +
|C16
 +
|'Connected Performance: A New Approach to Managing and Improving Organisational Performance',
 +
|none
 +
|technique
 +
|0
 +
|1
 +
|Manufacture
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/PMA2012%20-%20147_Connected%20Performance.pdf]]
 +
|-
 +
|C17
 +
|'Innovating Backwards: Reverse R&D Process In Service Innovation',
 +
|Customer involvement in Service contracts exploitation and exploration
 +
|Analysis of 12 studies
 +
|2
 +
|2
 +
|transportation, utility, ICT
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/120711_Innovating%20backwards%5b1%5d.pdf]]
 +
|-
 +
|C18
 +
|Complexity in services: an interpretative framework
 +
|Service factors for complexity
 +
|Analysis
 +
|2
 +
|2
 +
|product design, marketing, operations management, organisational design, information processing.
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/Alliance%20Paper_June%202012_Complexity%20in%20Services.pdf]]
 +
|-
 +
|C19
 +
|Another Performance Paradox? A Refined View on the Performance Impact of Servitization'
 +
|Servitization strategies, Depth works, breadth doesn’t
 +
|Analysis
 +
|2
 +
|1
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/Alliance%20Paper_Another%20Performance%20Paradox_May%202012.pdf]]
 +
|-
 +
|C20
 +
|'Divine Innovation: Religion and Service Provision by Religious Organizations in India'
 +
|Light hearted
 +
|Study
 +
|1
 +
|1
 +
|Religion
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2012%20April%20Paper%20Divine%20Innovation.pdf]]
 +
|-
 +
|C21
 +
|'The Impact of Contract Type on Service Provider Information Requirements'. 
 +
|Need for stringent information requirements for  service contracts
 +
|Study
 +
|3
 +
|2
 +
|Manufacturing
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/March%202012%20Impact%20of%20Contract%20Type.pdf]] 
 +
|-
 +
|C22
 +
|'Business Model Innovations in Health Care'
 +
|Business model
 +
|Study
 +
|1
 +
|2
 +
|Health
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/December%202011_Business%20Model%20Innovations%20in%20Health%20Care.pdf]]
 +
|-
 +
|C23
 +
|Characteristics and Success Factors'
 +
|operational challenges of delivering complex services
 +
|Technique
 +
|1
 +
|1
 +
|Theoretical
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2011-The%20dimensions%20of%20complex%20service%20systems%20%282%29.pdf]]
 +
|-
 +
|C24
 +
|The Three Value Cycles of Equipment Based Service
 +
|Value
 +
|Study
 +
|2
 +
|2
 +
|Equipment based services
 +
|[[http://business-school.exeter.ac.uk/research/areas/topics/management/outputs/publication/?id=634]]
 +
|-
 +
|C25
 +
|Designing Competitive Service Delivery Models
 +
|Value model
 +
|Study
 +
|2
 +
|1
 +
|Civil
 +
|[[http://www.cambridgeservicealliance.org/news/114/61/Designing-Competitive-Service-Models.html]]
 +
|-
 +
|C26
 +
|Product Safety in a World of Services: Through-Life Accountability
 +
|Accountability /Responsibility
 +
|Overview
 +
|2
 +
|1
 +
|Defence
 +
|[[http://www.cambridgeservicealliance.org/news/120/61/Product-Safety-in-a-World-of-Services-Through-Life-Accountability---February-Paper.html]]
 +
|-
 +
|C27
 +
|The Three Value Cycles of Equipment Based Service
 +
|Value
 +
|Analysis
 +
|1
 +
|1
 +
|Equipment plus services
 +
|[[http://business-school.exeter.ac.uk/research/areas/topics/management/outputs/publication/?id=634]]
 +
|-
 +
|C28
 +
|Competing and Co-existing-Business Models for Electric Vehicles
 +
|Comparison of business models and options for re-charging vehicles.
 +
|Analysis
 +
|2
 +
|2
 +
|Electric Vehicles
 +
|[[http://www.cambridgeservicealliance.org/news/177/61/January-Paper-Competing-and-Co-existing-Business-Models-for-Electric-Vehicles.html]]
 +
|
 +
|-
 +
|C29
 +
|A classification model for product-service offerings
 +
|Use of variables to characterise types of service
 +
|Technique
 +
|3
 +
|2
 +
|General
 +
|[[http://www.cambridgeservicealliance.org/uploads/downloadfiles/2014%20December_A%20classification%20model%20for%20product-service%20offerings.pdf]]
 +
|-
 +
|}
 +
 +
=== Lessons Learned ===
 +
 +
*Value model and proposition framework
 +
*Attributes of value co-creation are essential to deliver value in use
 +
*Services fail if they are introduced too soon and the infrastructure is not there to support them
 +
*The ecosystem of services is important in getting new services developed and deployed
 +
*Moving to services: the Business Model of the organisation needs to change.
 +
*Product businesses moving into services are not immediately profitable. Increase in business will occur but this will not ensure increase in profits.  There are three phases:
 +
**Positive: sale of spares and repairs
 +
**Negative: providing Services increases labour costs
 +
**Positive: optimising service delivery: increases in provision and income, reductions in labour costs
 +
*Through-life accountability is needed for services but is not well understood and what does it mean for services?
 +
 +
=== What is different to Standard Systems Engineeering? ===
 +
 +
* Focus of the Alliance is on manufacture not on systems engineering
 +
* Stakeholder value is important through-life
 +
* Focus on business benefits rather than product developments,
 +
* Business failure is common

Latest revision as of 10:34, 26 March 2015

Contents

[edit] Related Work and Documents

Much work has been carried out in defining Services and their introduction. Papers have been identified through an extensive literature search. Many papers have come from the Cambridge Service Alliance and the more technical of these have been listed in a separate table.

[edit] Method of Assessment

Papers have been assessed using a standard framework providing a summary of their relationship to the work, their relevance to the work and their maturity in terms of publication. This has been dome using the table below.

Grade Levels of Relevance Levels of Maturity
5 Forms the basis for much of the work to be done. Has to be referenced The established international leading text on a particular subject: e.g. CMMI, Widely available, normally in book form
4 Important paper to contribute to the work – should be referenced Commonly cited Journal paper, book or published document . e.g.DoDAF, MoDAF.
3 Less important paper that may contribute to the work, could be referenced Journal paper in respected journal. Full peer review.
2 Used in the development of the work but does not contribute to the eventual output. E.g. Soft Systems methodology. May be referenced in background paper. Conference paper (has had external peer review) may not be in public domain
1 May need to be covered in discussions as to why it is not relevant but not directly contributing to the work. Unpublished working paper (not had external peer review) e.g. tool supplier’s white paper.
0 Not relevant to this work Personal communication

[edit] General Papers

[edit] Listing of General Papers

Relevant papers are listed below along with the reason they are of interest, the type of paper, relevance, maturity, industry sector, and hyperlink.

# Title Interest Standard/Overview /study /survey /analysis /technique Relevance Score Maturity Score Sector Link
1 BS ISO 37500 Outsourcing Draft ISO Standard for Outsourcing Standard 5 5 Outsourcing [[1]]
2 ITIL v3: IT Services Management, mandated by UK Government on some service contracts (including Defence) Standard 5 5 IT [[2]]
3 CMMI for Services Capability Maturity Model Standard 5 5 General [[3]]
4 Cambridge Service Alliance Cambidge University, BAE Systems, IBM plus others Overview 3 2 Manufacture [[4]]/
5 Cambridge Service Alliance Definitions List of definitions for services that could clarify discussions. Especially with regard to seeing a service from different perspectives (supplier, procurer, customer) Technique 3 2 Manufacture [[5]]/
6 Complexity in Services: an Interpretive Framework Contains 76 reasons for services to be complex!! Cambridge Service Alliance Paper_June 2012 Survey 3 2 Manufacture [[6]]
7 Service Systems Engineering (SEBoK) Guide to the Systems Engineering Body of Knowledge Standard 2 3 Systems Engineering /General [[7]]
8 Service Systems Engneering Stages (SEBoK) Describes the stages of the service systems development process (SSDP) and expected outputs for each stage. Largely based on ITIL v3. (#2) Standard 2 3 Systems Engineering /General [[8]]
9 Smart Cities Framework Guidance for decision-makers in smart cities and communities Study 2 3 Enterprise [[9]]
10 Product Service Systems Definition of Systems that comprise Product and Services Analysis 3 3 Systems Engineering /General [[10]]
11 When Innovation Follows Promise - Why Service innovation is different Contains four Case Studies: Hitachi, Bombardier, Rolls Royce, Caterpillar. Cambridge Service Alliance Briefing Paper 2012. Study 2 2 Manufacture [[11]]
12 Risk management in the procurement of innovation EU document that studies the way risk can be managed to enhance the procurement of innovation. Technique 2 3 General EUR 24229 EN
13 Designing Competitive Service Delivery Models Transformation of ICI Explosives business from Product to Service. relates this to 'Value Proposition Framework' Cambridge Service Alliance Article 2013. Study 2 2 Explosives [[12]]
14 Product Safety in a World of Services: Through-Life Accountability BAE Systems move to increasing the Service element of their product portfolio. Includes discussion on accountability in particular with regard to Safety. Cambridge Service Alliance Conference Paper 2014. Study 2 2 Defence [[13]]


[edit] Cambridge Service Alliance

[edit] Précis of CSA Papers

CSA is a consortium of Cambridge University, BAE Systems, IBM, Caterpillar, Pearson, who undertake research into new ways to provide, implement and employ complex service systems. The work is mainly concerned with the servitization of manufacturing although their papers cover sixteen business sectors.

As at May 2014, 60 papers are listed and 40 are publicly available. These can be categorised as:

  • Overviews (6 of them): Keynote speeches – current situation and general way forward – such as: ‘Collaborate to Innovate - How Business Ecosystems Unleash Business Value’
  • Studies (10 of them) : Single example of use of services such as ‘Electric Vehicle Rental Services: Project in Okinawa, Japan’
  • Surveys (8 of them): Look across many implementations and their effect. Such as ‘Firm’s characteristics and servitization performance: A bankruptcy perspective’
  • Analyses (12 of them): Extracting some conclusions from Studies and Surveys. Such as ‘Service types and their differential risk effects for manufacturing firms: an empirical analysis’
  • Techniques/business models (4 of them) - How things could be re-organised: such as ‘Industry transformation towards service logic: A business model approach’



[edit] Listing of relevant Cambridge Service Alliance Papers

Relevant papers are listed below along with the reason they are of interest, the type of paper, relevance, maturity, industry sector, and hyperlink.

# Title Interest Overview /study /survey /analysis /technique Relevance Score Maturity Score Sector Link
C1 Electric Vehicle Rental Services: Project in Okinawa, Japan Why service projects can fail Study 1 1 Electric Vehicle Rental [[14]]
C2 Industry transformation towards service logic: A business model approach Customer value and profitable business Analysis Technique 2 1 Manufacturing [[15]]
C3 The Servitization of Germany: An International Comparison Why firms go for servitzation Survey 1 1 Manufacturing [[16]]
C4 Barriers to Servitization: Results of a Systematic Literature Review Barriers to firms servitizing Survey 1 0 Manufacturing [[17]]
C5 Collaborate to Innovate - How Business Ecosystems Unleash Business Value Ecosystems Overview 3 1 General [[18]]
C6 Data Quality Assessment: The Hybrid Approach None directly Technique 0 1 Sector not specified. Also not clear what this has to do with Services [[19]]
C7 Managing Decision-Making and Cannibalization for Parallel Business Models What sort of servitization can be successful Survey 3 1 Manufacturing [[20]]
C8 Firm’s characteristics and servitization performance: A bankruptcy perspective Why forms that servitize go bust Survey 1 1 Manufacturing [[21]]
C9 Successfully Implementing a Service Business Model in a Manufacturing Firm Why firms that servitize can get worse performance Survey 1 1 Manufacturing [[22]]
C10 Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance Why firms that servitize need to get long term economies survey 1 3 Manufacturing [[23]]
C11 Thriving in Open Innovation Ecosystems: Towards a Collaborative Market Orientation Ecosystems – people who offer services for others to combine and use Technique 3 1 Manufacturing [[24]]
C12 'Enterprise Imaging: Representing Complex Multiorganizational Service Enterprises', Services in supply chain Technique 2 1 Defence Tornado [[25]]
C13 'Factors Influencing Service Complexity: The Perspective of Servitized Manufacturers', Service complexity Analysis 3 1 Manufacturing [[26]]
C14 'Using Smart Objects to build the Internet of Things' Web services and Internet as a service Overview 1 3 IT [[27]]
C15 'Organising Servitization: an in-depth case study' Changes in firm needed to change to Servitization study 2 1 Manufacturing [[28]]
C16 'Connected Performance: A New Approach to Managing and Improving Organisational Performance', none technique 0 1 Manufacture [[29]]
C17 'Innovating Backwards: Reverse R&D Process In Service Innovation', Customer involvement in Service contracts exploitation and exploration Analysis of 12 studies 2 2 transportation, utility, ICT [[30]]
C18 Complexity in services: an interpretative framework Service factors for complexity Analysis 2 2 product design, marketing, operations management, organisational design, information processing. [[31]]
C19 Another Performance Paradox? A Refined View on the Performance Impact of Servitization' Servitization strategies, Depth works, breadth doesn’t Analysis 2 1 Manufacturing [[32]]
C20 'Divine Innovation: Religion and Service Provision by Religious Organizations in India' Light hearted Study 1 1 Religion [[33]]
C21 'The Impact of Contract Type on Service Provider Information Requirements'. Need for stringent information requirements for service contracts Study 3 2 Manufacturing [[34]]
C22 'Business Model Innovations in Health Care' Business model Study 1 2 Health [[35]]
C23 Characteristics and Success Factors' operational challenges of delivering complex services Technique 1 1 Theoretical [[36]]
C24 The Three Value Cycles of Equipment Based Service Value Study 2 2 Equipment based services [[37]]
C25 Designing Competitive Service Delivery Models Value model Study 2 1 Civil [[38]]
C26 Product Safety in a World of Services: Through-Life Accountability Accountability /Responsibility Overview 2 1 Defence [[39]]
C27 The Three Value Cycles of Equipment Based Service Value Analysis 1 1 Equipment plus services [[40]]
C28 Competing and Co-existing-Business Models for Electric Vehicles Comparison of business models and options for re-charging vehicles. Analysis 2 2 Electric Vehicles [[41]]
C29 A classification model for product-service offerings Use of variables to characterise types of service Technique 3 2 General [[42]]

[edit] Lessons Learned

  • Value model and proposition framework
  • Attributes of value co-creation are essential to deliver value in use
  • Services fail if they are introduced too soon and the infrastructure is not there to support them
  • The ecosystem of services is important in getting new services developed and deployed
  • Moving to services: the Business Model of the organisation needs to change.
  • Product businesses moving into services are not immediately profitable. Increase in business will occur but this will not ensure increase in profits. There are three phases:
    • Positive: sale of spares and repairs
    • Negative: providing Services increases labour costs
    • Positive: optimising service delivery: increases in provision and income, reductions in labour costs
  • Through-life accountability is needed for services but is not well understood and what does it mean for services?

[edit] What is different to Standard Systems Engineeering?

  • Focus of the Alliance is on manufacture not on systems engineering
  • Stakeholder value is important through-life
  • Focus on business benefits rather than product developments,
  • Business failure is common
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