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Promising Digital Service Quality
The document discusses promise theory in the context of digital service quality, emphasizing that a promise is a stated intention to provide a service which may not always be kept. It highlights the importance of understanding customer experiences and co-creating value in service delivery while encouraging collaboration across different disciplines and service providers. The text also outlines the various promises that service providers should make to enhance customer satisfaction and trust.
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Promising Digital Service Quality
- 1. Promising Digital Service Quality JeffSussna Ingineering.IT @jeffsussna
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- 3. 1.What is promisetheory? 2. What is service? 3. How does one help the other?
- 4. To understand complexsocio-technical systems…
- 5. …you first mustunderstand teenagers
- 8. “I promise I’llclean my room before dinner.”
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- 13. A promise is “astrongly stated intention to provide service”
- 15. Protip: promises aren’talways kept
- 16. A promise is “astrongly stated intention to provide service that may or may not come to pass”
- 18. I promise tostore the word ‘foo’ in the file bar.txt
- 21. Real-world systems! collections ofautonomous agents collaborating through promises
- 22. Acknowledging uncertainty enablesgreater certainty
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- 24. Treating agents asautonomous enables greater scalability and resilience
- 25. Microservices Self-organizing teams Scaling agile Needs+ promises > requirements
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- 30. Value co-creation, notdelivery
- 31. Service providers promiseto help customers accomplish their jobs-to-be-done
- 32. All aspects ofa service organization must collaborate to fulfill customer promises
- 33. Brand quality ==ops quality
- 35. What is thetraveler’s job-to-be-done on arrival?
- 38. How can PromiseTheory help digital service quality?
- 39. What promises shouldwe make?
- 40. What promises dowe need others to make to us?
- 41. What should wedo to maximize trust?
- 42. What promises doour customers need to make?
- 44. I promise tohelp you rest as part of your trip
- 45. I promise tohelp 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
- 46. I promise tohelp 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
- 47. I promise tohelp 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
- 48. I promise tosupport 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
- 49. Promise Theory helpsspan boundaries Horizontal and vertical silos Disciplines and perspectives Providers and customers Service systems
- 50. DevOps is toPromise Theory as…
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- 53. …Promise Thinking! (w/apologies toDesign Thinking)
- 54. Do not passgo. Do not collect $200. Read: ‘In Search of Certainty’, Burgess ‘Promise Theory’, Bergstra/Burgess ‘Understanding Computers and Cognition’, Winograd/Flores
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