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