All firms are service firms only some haven't recognised it yet. Customers can only create value for businesses when they utilise the products or services they provide. Sustainable businesses design experiences for customers which have them returning again and again.
Researchers at UWE Bristol have skills which can benefit business in areas including service measurement, experiential business model design to delight customers, management of service development, transition to service and service strategy.
Service research sectors
Work has examined the development of new business models in the music industry as well as issues of piracy and data use. Research has estimated the scale of music piracy and identified business model and supply chain challenges facing the industry. Work is on-going in the music sector and expanding to include studies on publishing, data use and intellectual property.
This is different to product costing, but often the methods applied are the same. The work includes a joint industry/academia programme "Costing for avionic through life availability (CATA)" explores the challenge, utilising a concept from the Lean literature that 'the cost is in the flow'. The research consortia includes the MoD , BAE Systems and GE Aviation Systems and Universities of UWE, Bath and Loughborough and Center for Advanced Life Cycle Engineering at the University of Maryland.
Complex engineering services
Involves developing as firm’s transition from selling products to provision of sets of services in support of their product. The transition has been labelled servitization and results in the formation of different Product Service Systems (PSS). Work with BAE Systems focussing on their provision of Tornado aircraft has examined the challenge inherent in the transition from product to service. Tools have been developed to help managers working in different complex service environments.
The £678,568 project Costing for Avionic Through Life Availability (CATA) is funded by IeMRC / EPSRC , BAE Systems, GE Aviation and MoD . The project is exploring methods to cost the provision and support of aircraft electronic systems throughout their life. The work at UWE looks at the challenge of moving from an asset-based approach to one based upon the service outcome which is a contextually different and challenging proposition.
This is a complex service provided by a number of different actors working together. An outcome based approach to thinking about health service provision is taken in the research, which will drive towards best value for all stakeholders.