Services and Solutions in an Age of Digitally Enabled Platforms: What Questions Do We Need to Ask


Andy Neely

Head, Institute for Manufacturing and Director, Cambridge Service Alliance
Distributed Information and Automation Laboratory, Research Capability Development Programme, Cambridge Service Alliance
Andy Neely is Head of the Manufacturing and Management Division of the University of Cambridge Engineering Department and of the Institute for Manufacturing (IfM).
Andy is also the Founding Director of the Cambridge Service Alliance and the Royal Academy of Engineering Professor of Complex Services. He is widely recognized for his work on the servitization of manufacturing, as well as his work on performance measurement and management. Previously he has held appointments at Cranfield University, London Business School, Cambridge University, where he was a Fellow of Churchill College, Nottingham University, where he completed his PhD and British Aerospace. He was Deputy Director of AIM Research – the UK’s management research initiative – from 2003 until 2012 and was elected a Fellow of the Sunningdale Institute in 2005, a Fellow of the British Academy of Management in 2007, an Academician of the Academy of Social Sciences in 2008 and a Fellow of the European Operations Management Association in 2009.


Andy is widely recognised as one of the world's leading authorities on organisational performance measurement and management. He has authored over 100 books and articles, including "Measuring Business Performance", published by the Economist and "The Performance Prism", published by the Financial Times. He has won numerous awards for his research and chairs the Performance Measurement Association, an international network for those interested in the performance measurement and management. Currently he is researching issues of performance and business model innovation in service businesses.


Servitization through Big Data and IoT


Jan Damsgaard

Head of department of IT management, Copenhagen Business School


Professor Jan Damsgaard's research focuses on the digital transformation of businesses and the economy. In particular, he focuses on new digital business models and the business potential of big data. Jan has worked and done research at several institutions in the USA, China, Finland and Australia.


Industry Presentation


Carsten Kronborg

Global Business Development Manager at Brüel and Kjær Sound and Vibration Measurement A/S


Carsten is responsible for the global calibration and repair of sound and vibration equipment, which is a central part of Brüel and Kjær’s service business. Carsten has more than 20 years of experience with the management of after-market organizations, with a particular focus on the commercialization of service businesses from companies such as Jabra, Hasselblad, Nokia Networks, Siemens and Heidelberg. Carsten has been deeply involved in Brüel and Kjær’s strategic efforts to further strengthen its service business.


 Industry Presentation


Jens Ejsing

Managing Director of Volvo Construction Equipment A/S


Jens has more than 15 years of experience in the heavy equipment industry, within which he has been deeply involved in the development and marketing of service and solutions. Prior to joining Volvo Construction Equipment, Jens held management positions with The DLG Group and Pon Equipment.


 Industry Presentation


Per Stjernqvist
Vice President Servitization & Solutions, Trackunit A/S


Like Jens, Per also has more than 15 years of experience in the heavy equipment industry and has worked extensively in developing and marketing services and solutions. Before joining Trackunit AS, Per worked at Volvo Construction Equipment as a Managing Director.



 Industry Presentation


Ulrika Lindberg

Vice President, Global Service at Alfa Laval AB


Ulrika has held various positions within Alfa Laval with the responsibility for developing the after-market business and developing and managing the service portfolio. In her presentation, Ulrika will introduce Alfa Laval’s new service organization and discuss service standardization, including why it is important to have standardized services and how Alfa Laval works to enable service standardization. Ulrika has extensive experience with the management and marketing of services, both within Alfa Laval and from positions in companies such as Tetra Pak, AB Ph. Nederman & Co and Destinct Consulting. For the last three years, Ulrika been responsible for building a new unit within Alfa Laval with the overall objective of increasing sales of services.


Research Challenges for Service Management


Chris Voss

Professor of Operations Management at Warwick Business School and Emeritus Professor of Operations Management at London Business School


Chris Voss is a fellow of DSI, EurOMA and POMS and was elected distinguished scholar by the OM division of the Academy of Management in 2008. He has researched and written extensively in the area of service operations and was founder and leader of the International Service Study, a multi-country study of service operations, and was president of the POMS college of Service Operations from 2006 to 2009.


His recent research has included service design of experience-centric services, service architecture and modularity, e-services, service supply chains and service innovation. His research has been published in the Journal of Service Research, the Journal of Service Management, the Journal of Operations Management, Production and Operations Management, the Journal of Product Innovation Management, the Decision Science Journal and the International Journal of Operations and Production Management, among others. His teaching has included Management of Services and Managing Sport and Entertainment. He was co-founder and long-term chairman of the European Operations Management Association, and serves on several editorial boards.


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