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. Promising Digital Service Quality Jeff Sussna Ingineering.IT @jeffsussna
- 3. 1.What is promise theory? 2. What is service? 3. How does one help the other?
- 4. To understand complex socio-technical systems…
- 5. …you first must understand teenagers
- 8. “I promise I’ll clean my room before dinner.”
- 9. Intention
- 10. Expression
- 11. Intensity
- 12. Benefit
- 13. A promise is “a strongly stated intention to provide service”
- 15. Protip: promises aren’t always kept
- 16. A promise is “a strongly stated intention to provide service that may or may not come to pass”
- 18. I promise to store the word ‘foo’ in the file bar.txt
- 21. Real-world systems! collections of autonomous agents collaborating through promises
- 22. Acknowledging uncertainty enables greater certainty
- 24. Treating agents as autonomous enables greater scalability and resilience
- 25. Microservices Self-organizing teams Scaling agile Needs + promises > requirements
- 27. What is service?
- 30. Value co-creation, not delivery
- 31. Service providers promise to help customers accomplish their jobs-to-be-done
- 32. All aspects of a service organization must collaborate to fulfill customer promises
- 33. Brand quality == ops quality
- 35. What is the traveler’s job-to-be-done on arrival?
- 38. How can Promise Theory help digital service quality?
- 39. What promises should we make?
- 40. What promises do we need others to make to us?
- 41. What should we do to maximize trust?
- 42. What promises do our customers need to make?
- 44. I promise to help you rest as part of your trip
- 45. 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
- 46. 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
- 47. 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
- 48. 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
- 49. Promise Theory helps span boundaries Horizontal and vertical silos Disciplines and perspectives Providers and customers Service systems
- 50. DevOps is to Promise Theory as…
- 53. …Promise Thinking! (w/apologies to Design Thinking)
- 54. Do not pass go. Do not collect $200. Read: ‘In Search of Certainty’, Burgess ‘Promise Theory’, Bergstra/Burgess ‘Understanding Computers and Cognition’, Winograd/Flores