promising digital service quality
DESCRIPTION
Introduces Promise Theory, explains the nature of service, and explores how Promise Theory can help improve digital service quality.TRANSCRIPT
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Promising Digital Service Quality
Jeff Sussna Ingineering.IT @jeffsussna
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Sorry Dan,no math
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1.What is promise theory?
2. What is service?
3. How does one help the other?
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To understand complex socio-technical systems…
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…you first must understand teenagers
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“I promise I’ll clean my room before dinner.”
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Intention
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Expression
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Intensity
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Benefit
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A promise is
“a strongly stated intention to provide service”
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Protip: promises aren’t always kept
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A promise is
“a strongly stated intention to provide service that may or may not come to pass”
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I promise to store the word ‘foo’ in the file bar.txt
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Real-world systems!collections of autonomous agentscollaborating through promises
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Acknowledging uncertainty enables greater certainty
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Auto-scaling
Circuit breakers
Continuous integration
Design-for-fail
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Treating agents as autonomous enables greater scalability and resilience
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Microservices
Self-organizing teams
Scaling agile
Needs + promises > requirements
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What is service?
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Experience, not thing
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Relationship, not transaction
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Value co-creation, not delivery
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Service providers promise to help customers accomplish their jobs-to-be-done
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All aspects of a service organization must collaborate to fulfill customer promises
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Brand quality == ops quality
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What is the traveler’s job-to-be-done on arrival?
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How can Promise Theory help digital service quality?
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What promises should we make?
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What promises do we need others to make to us?
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What should we do to maximize trust?
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What promises do our customers need to make?
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I promise to help you rest as part of your trip
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I promise to help you reserve a satisfactory room I promise to be available when you want to use meI promise to be functional and usable I promise not to lose your reservation I promise to keep your information secure
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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
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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 meI promise to find the customer’s information quickly
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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
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Promise Theory helps span boundaries Horizontal and vertical silos Disciplines and perspectives Providers and customers Service systems
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DevOps is to Promise Theory as…
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MktDesDevQASuppEtcOps becomes…
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…Promise Thinking!
(w/apologies to Design Thinking)
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Do not pass go. Do not collect $200. Read: ‘In Search of Certainty’, Burgess‘Promise Theory’, Bergstra/Burgess ‘Understanding Computers and Cognition’, Winograd/Flores
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www.ingineering.it
blog.ingineering.it
linkedin.com/in/jeffsussna
@jeffsussna
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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/