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Designing Delivery

Book Description

Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers.

To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers.

  • Take a unique customer-centered approach to the entire service delivery lifecycle
  • Apply this perspective across development, operations, QA, design, project management, and marketing
  • Implement a specific quality assurance methodology that unifies those disciplines
  • Use the methodology to achieve true resilience, not just stability

Table of Contents

  1. Foreword
  2. Preface
    1. Safari® Books Online
    2. How to Contact Us
    3. Acknowledgments
  3. Introduction
  4. I. Post-Industrial IT
  5. 1. From Industrialism to Post-Industrialism
    1. From Products to Service
    2. From Discrete to Infused Experiences
    3. From Complicated to Complex Systems
      1. Complicated Systems
      2. Complex Systems
      3. Emergence
      4. Cascading Failures
      5. Sensitivity to History
      6. Real-World Complexity
    4. From Efficiency to Adaptability
      1. Facing Disruption
    5. Brands as Digital Conversations
    6. The New Business Imperative
  6. 2. A New Model of Control
    1. The Industrial Model of Control
    2. The Limits of Industrial Control
      1. Complicated Control of Complex Systems
      2. Disruption and Industrial Control
    3. Cybernetics: A Post-Industrial Model of Control
    4. Second-Order Cybernetics
      1. Cybernetics and Post-Industrial Business
    5. Autopoiesis: Self-Steering Through Conversation
    6. The Self-Steering Organization
    7. The Cybernetic Insight
    8. Cybernetics as a Model for Post-Industrial Control
      1. Lean Startup: Cybernetics’s Spiritual Inheritor
    9. Cybernetics as a Unifying Perspective
    10. Cybernetics and Empathy
    11. IT as a Cybernetic Medium
  7. 3. IT as Conversational Medium
    1. Agile
      1. Continuous Integration
      2. Self-Organization
      3. Being versus Doing Agile
    2. DevOps
      1. The Three Ways
    3. Cloud Computing
      1. Microservices
    4. Design Thinking
      1. Service Design
    5. Unifying Design and Operations
      1. Continuous Design
      2. Self-Steering as Continuous Design
    6. From Design Thinking to DevOps and Back Again
  8. 4. Designing for Failure, Operating to Learn
    1. Redefining Success
    2. Success as Conversation
      1. Conversation as Continual Repair
    3. Success and Failure in Complex Systems
    4. MTTR over MTBF
    5. Design-for-Fail
    6. Game Days
      1. Game Days in Action
    7. Chaos Monkeys
    8. Blameless Postmortems
    9. Operational Transparency
    10. Designing Businesses for Failure, Operating Them to Learn
      1. Beyond Analysis
      2. Transforming Failure Into Success
  9. 5. The Journey Is the Destination
    1. Designing IT
    2. IT Transformation as Urban Architecture
    3. Continuous Refactoring
  10. II. Continuous Quality
  11. 6. A New Definition of Quality
    1. Post-Industrial Quality
    2. Jobs-To-Be-Done
    3. Service-Dominant Logic
      1. Service-Dominant Logic and Cybernetics
      2. Service-Dominant Logic and Systems Thinking
      3. Service-Dominant Logic and Cloud Computing
    4. The Customer Journey
      1. Service Outages as Service Experiences
    5. A New Definition of QA
      1. Assuring Empathy
  12. 7. The Four Dimensions of Digital Service
    1. Outcomes
    2. Access
      1. Operations as Internal Customers
      2. Failure and Operability
    3. Coherency
      1. Employee and Customer Journeys
      2. Internal Coherency
    4. Continuity
      1. User-Centered Continuity
      2. Internal Continuity
    5. Continuous Design Quality
      1. Second-Order Continuous Design Quality
  13. 8. Building Quality In
    1. Optimizing Feedback
    2. Infusion Changes Design
    3. Service Changes Development
      1. Embedded QA
      2. Test-Driven Development
      3. Executable Requirements
      4. Continuous Integration
    4. Complexity Changes Operations
      1. Validating Design-for-Fail
      2. Validating Operate-for-Fail
      3. Validating Learn-from-Fail
      4. Validating Distributed Architectures
    5. Adaptation Changes Planning
    6. Continuous Design Changes Everything
    7. Pervasive QA
  14. 9. From Quality Assurance to Quality Advocacy
    1. The Erosion of Traditional QA
      1. T-Shaped People
      2. The Tester’s Perspective
      3. Confirmation Bias
    2. QA’s Changing Role
      1. Service Not Software
      2. Built-In Quality
      3. Resilience and Adaptation
    3. Continuous Quality
      1. Continuous Quality and Continuous Design
      2. Second-Order Continuous Quality
    4. The New QA Practitioner
  15. III. A Language for Continuous Design
  16. 10. The Mirror of Empathy
    1. The Boundary-Spanning Mirror
    2. Practicing Continuous Design
    3. A Brief Introduction to Promise Theory
      1. Complex Systems and Teenagers
      2. The Opposite of a Promise
      3. Promises and Trust
      4. The Power of Promises: Certainty from Uncertainty
      5. The Power of Promises: Scalability and Resilience
    4. Unifying the Mirror and the Reflection
  17. 11. Service as a Chain of Promises
    1. The Service Promise
      1. Making the Right Promise
    2. The Chain of Promises
    3. Using Promises to Achieve Digital Service Quality
      1. Making Promises
      2. Keeping Promises
      3. Helping Others Keep Their Promises
    4. Maintaining the Illusion of Continuous Quality
  18. 12. Promising a Good Night’s Sleep: The Digitally Infused Hotel
    1. Promising Rest
      1. Promising the Transition to Rest
      2. Promising to Help Employees
      3. Promising Service Integration
    2. Keeping and Repairing Promises
      1. Keeping and Repairing Functionality Promises
      2. Keeping and Repairing Operability Promises
  19. 13. Brands as <span xmlns="http://www.w3.org/1999/xhtml" xmlns:epub="http://www.idpf.org/2007/ops" class="keep-together">Promise-Marks</span>
    1. The Cybernetic Brand
    2. Promising to Be a Conversational Medium
    3. Making New Promises
      1. Making New Promises to One Another
      2. Keeping and Repairing Conversational Promises
      3. Microservices as Conversational Promises
    4. Promising Continuous Design
  20. 14. Thinking in Promises
    1. Doing Continuous Design
    2. Continuous Conversation
    3. Adopting Promise Thinking
    4. Creating the Digital Conversational Medium
  21. Afterword
    1. Delivering Design
    2. Designing Delivery
  22. Bibliography
  23. Index