Designing Delivery: Rethinking IT in the Digital Service Economy

Designing Delivery Rethinking IT in the Digital Service Economy 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 cust

  • Title: Designing Delivery: Rethinking IT in the Digital Service Economy
  • Author: Jeff Sussna
  • ISBN: null
  • Page: 465
  • Format: Kindle Edition
  • 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 customNow 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 lifecycleApply this perspective across development, operations, QA, design, project management, and marketingImplement a specific quality assurance methodology that unifies those disciplinesUse the methodology to achieve true resilience, not just stability

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      Posted by:Jeff Sussna
      Published :2018-011-14T22:41:00+00:00

    1 thought on “Designing Delivery: Rethinking IT in the Digital Service Economy”

    1. Even though there are only 232 pages cover to cover, I found the book quite long-winded. It is about the nextgen IT organization. There are a lot underlying constructs and theories used to explain couple of basic steps. Like* teams should communicate better among themselves* departments as well* customers should be always the priority* etcThese are commonsense practices wrapped into 232 pages. I liked the introduction to the promise theory though. I looked for something more practical which this [...]

    2. This book is required reading for anyone involved in IT work. Jeff Sussna brilliantly captures the essential shift of IT from a complicated system run and optimized by a central hierarchy of experts to a complex system that must continually evolve its design by learning and adaptation. Services must now be evaluated on more than whether they are stable:- they must deliver customer outcomes- they must be accessible when and where needed regardless of demand- they must enable coherent customer jou [...]

    3. It's a shame when a smart author with a decent knowledge writes about important topics in such a boring way.I wasn't able to find something I don't agree with, but it was all written in a way that was constantly discouraging me from reading further. Why exactly? Maybe it was too theoretical and 'dry'? Maybe it's just writer's style? Can't tell for sure but there are far better books too read about modern IT.I'm very sorry to rate it so low (like I've written above, I agree with author's way of [...]

    4. Have you ever had a "Déjà lu"? When you're reading a passage and ask yourself "Haven't I read this before?". I had plenty of these uncanny sensations reading this book, because it's too repetitive. What gets repeated is "build quality in", "empathy", and "conversational IT", etc. We all received advice like "be happy", "be confident", "don't be stressed", and it works right?

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