better service through promise theory
DESCRIPTION
Improving digital service quality by explicitly accounting for uncertainty.TRANSCRIPT
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Better Service Through Promise Theory
Jeff Sussna Ingineering.IT @jeffsussna
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Work: help companies adopt IT innovation
History: dev + QA + ops
Method: design thinker, thought-process challenger
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1.What is promise theory?
2. What is service?
3. How does one help the other?
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Software is eating the world…
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Every business is a digital business
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The physical…
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…merges with the virtual
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Internal systems connect…
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…with external experiences
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Systems + People
Functionality + Operability
Physical + Digital
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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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“The product is the trip”!-AirBnB designer
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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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Promise theory engenders empathy
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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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As a hotel operator I promise to help you rest as part of your trip
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As a reservation system I promise to help you reserve a satisfactory room
I promise to be functional usable and available I promise not to lose your reservation I promise not to let your credit card get stolen
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As a hotel lobby 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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As a front-desk systemI promise to help you get the guest checked in
I promise to be functional usable and available I promise to find the right information quickly
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As a hotel property I promise to support your larger service context
I promise to update your airline rewards points I promise to help you find a nice restaurant for dinner I promise to let you work from your room I promise to get you a taxi in time to get to the airport
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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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Model the organization from the customer in Customer journey Service blueprint
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View relationships in terms of promises BenefitEmpathyAutonomyResilience
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Unify design, operations, and repair
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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/donhomer/12862086683/ https://www.flickr.com/photos/uniquehotelsgroup/5690081235/ https://www.flickr.com/photos/mrbill/6566209207/ https://www.flickr.com/photos/neospire/3595638270/ http://www.rewardexpert.com/blog/wp-content/uploads/2014/03/Global-Entry1.jpghttps://www.flickr.com/photos/brewbooks/7780990192/ https://www.flickr.com/photos/drainrat/14644026133 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/