Promising Digital Service Quality

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Introduces Promise Theory, explains the nature of service, and explores how Promise Theory can help improve digital service quality.

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Promising Digital Service Quality

  1. 1. Promising Digital Service Quality Jeff Sussna Ingineering.IT @jeffsussna
  2. 2. Sorry Dan,
 no math
  3. 3. 1.What is promise theory? 2. What is service? 3. How does one help the other?
  4. 4. To understand complex socio-technical systems…
  5. 5. …you first must understand teenagers
  6. 6. “I promise I’ll clean my room before dinner.”
  7. 7. Intention
  8. 8. Expression
  9. 9. Intensity
  10. 10. Benefit
  11. 11. A promise is “a strongly stated intention to provide service”
  12. 12. Protip: promises aren’t always kept
  13. 13. A promise is “a strongly stated intention to provide service
 that may or may not come to pass”
  14. 14. I promise to store the word ‘foo’ in the file bar.txt
  15. 15. Real-world systems! collections of autonomous agents
 collaborating through promises
  16. 16. Acknowledging uncertainty enables greater certainty
  17. 17. Auto-scaling Circuit breakers Continuous integration Design-for-fail
  18. 18. Treating agents as autonomous enables greater 
 scalability and resilience
  19. 19. Microservices Self-organizing teams Scaling agile Needs + promises > requirements
  20. 20. What is service?
  21. 21. Experience, not thing
  22. 22. Relationship, not transaction
  23. 23. Value co-creation, not delivery
  24. 24. Service providers promise to help customers
 accomplish their jobs-to-be-done
  25. 25. All aspects of a service organization must collaborate to fulfill customer promises
  26. 26. Brand quality == ops quality
  27. 27. What is the traveler’s job-to-be-done on arrival?
  28. 28. How can Promise Theory help digital service quality?
  29. 29. What promises should we make?
  30. 30. What promises do we need others to make to us?
  31. 31. What should we do to maximize trust?
  32. 32. What promises do our customers need to make?
  33. 33. I promise to help you rest as part of your trip
  34. 34. I promise to help you reserve a satisfactory room I promise to be available when you want to use me
 I promise to be functional and usable
 I promise not to lose your reservation
 I promise to keep your information secure
  35. 35. I promise to help you transition from travel to rest I promise to be clean, attractive, and navigable
 I promise to be friendly and helpful
 I promise to give you a place to store your luggage
  36. 36. I promise to help you get the guest checked in I promise to be functional and usable
 I promise to be available when you want to use me
 I promise to find the customer’s information quickly
  37. 37. I promise to support your larger service context I promise to update your airline rewards points
 I promise to find you a taxi when you need one
 I promise to help you find a restaurant for dinner
 I promise to let you work from your room
  38. 38. Promise Theory helps span boundaries Horizontal and vertical silos
 Disciplines and perspectives
 Providers and customers
 Service systems
  39. 39. DevOps is to Promise Theory as…
  40. 40. MktDesDevQASuppEtcOps becomes…
  41. 41. …Promise Thinking! (w/apologies to Design Thinking)
  42. 42. Do not pass go. Do not collect $200. Read: ‘In Search of Certainty’, Burgess
 ‘Promise Theory’, Bergstra/Burgess
 ‘Understanding Computers and Cognition’, Winograd/Flores
  43. 43. www.ingineering.it blog.ingineering.it linkedin.com/in/jeffsussna @jeffsussna
  44. 44. Photo credits! https://www.flickr.com/photos/crabchick/6261927068/
 https://www.flickr.com/photos/mplemmon/2691465516/
 https://www.flickr.com/photos/48722974@N07/4596672640/
 http://www.flickr.com/photos/sebrenner/305255359/
 https://www.flickr.com/photos/pagedooley/5719382021/
 http://www.flickr.com/photos/jmrosenfeld/3155170767/
 https://www.flickr.com/photos/jurvetson/5785125108/
 https://www.flickr.com/photos/quinnanya/11790927943/
 https://www.flickr.com/photos/11553519@N03/4634956248/
 http://www.flickr.com/photos/seafaringwoman/5461280385/
 https://www.flickr.com/photos/surmolotto/3510114082/
 https://www.flickr.com/photos/44124466731@N01/27687364/
 https://www.flickr.com/photos/jylcat/538008079/

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