BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Talks.cam//talks.cam.ac.uk//
X-WR-CALNAME:Talks.cam
BEGIN:VEVENT
SUMMARY:Service not through Manufacturing Goggles: A mindset for Excellenc
 e &amp\; Innovation - Dr Irene CL Ng\, University of Exeter (and visiting 
 researcher Institute for Manufacturing)
DTSTART:20081023T090000Z
DTEND:20081023T100000Z
UID:TALK14421@talks.cam.ac.uk
CONTACT:11040
DESCRIPTION:There is a perception that 'service' is all about the 'soft\, 
 flaky stuff'. As one manager puts it: "Service is ‘what else can I do fo
 r you sir\, and a curtsy’". There isn't obvious recognition of the fact 
 that Science\, Technology\, Engineering and Mathematical (STEM) tools and 
 techniques are useful in understanding service capability\, particularly f
 or industries where people (rather than widgets) deliver value to the cust
 omer. In addition\, there is an attitude amongst organisations that ‘ser
 vice just happens’ (as opposed to the manufacturing tangible goods). Suc
 h attitudes often impede service innovation. Thus\, there is a need to rec
 ognise service as a deliberate and organised system\, not merely the ‘fr
 ont end bits’ that ‘just happens\,’ and that service excellence and 
 innovation is about empowering people in the system to think creatively an
 d put ideas to work in a systematic\, scientific manner.\n\n \n\nThis semi
 nar will highlight the paradigm shift from a traditional manufacturing min
 dset into understanding a service mindset and provides a way of thinking a
 bout excellence and innovation in services based on the co-creation of val
 ue.\n\n \n\nThe service oriented mindset is becoming more crucial as more 
 organisations turn towards performance based contracting (PBC) as a tool f
 or competitive advantage. PBC is about contracting on outcomes\, rather th
 an tasks or activities and compels the service provider to co-create the v
 alue with the customer to achieve the outcomes. The seminar presents the c
 hallenges of performance based contracts in organisations and proposes a r
 esearch agenda with implications for management\, design\, and economics o
 f both manufacturing of tangible goods and services. 
LOCATION:Seminar Room A\, Institute for Manufacturing\, Mill Lane\, Cambri
 dge
END:VEVENT
END:VCALENDAR