Designing delivery
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...
| Otros Autores: | , , , , , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Beijing, [China] :
O'Reilly
2015.
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| Edición: | First edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009629315006719 |
Tabla de Contenidos:
- ""Copyright""; ""Table of Contents""; ""Foreword""; ""Preface""; ""Safari® Books Online""; ""How to Contact Us""; ""Acknowledgments""; ""Introduction""; ""Part I. Post-Industrial IT""; ""Chapter 1. From Industrialism to Post-Industrialism""; ""From Products to Service""; ""From Discrete to Infused Experiences""; ""From Complicated to Complex Systems""; ""Complicated Systems""; ""Complex Systems""; ""Emergence""; ""Cascading Failures""; ""Sensitivity to History""; ""Real-World Complexity""; ""From Efficiency to Adaptability""; ""Facing Disruption""; ""Brands as Digital Conversations""
- ""The New Business Imperative""""Chapter 2. A New Model of Control""; ""The Industrial Model of Control""; ""The Limits of Industrial Control""; ""Complicated Control of Complex Systems""; ""Disruption and Industrial Control""; ""Cybernetics: A Post-Industrial Model of Control""; ""Second-Order Cybernetics""; ""Cybernetics and Post-Industrial Business""; ""Autopoiesis: Self-Steering Through Conversation""; ""The Self-Steering Organization""; ""The Cybernetic Insight""; ""Cybernetics as a Model for Post-Industrial Control""; ""Lean Startup: Cybernetics's Spiritual Inheritor""
- ""Cybernetics as a Unifying Perspective""""Cybernetics and Empathy""; ""IT as a Cybernetic Medium""; ""Chapter 3. IT as Conversational Medium""; ""Agile""; ""Continuous Integration""; ""Self-Organization""; ""Being versus Doing Agile""; ""DevOps""; ""The Three Ways""; ""Cloud Computing""; ""Microservices""; ""Design Thinking""; ""Service Design""; ""Unifying Design and Operations""; ""Continuous Design""; ""Self-Steering as Continuous Design""; ""From Design Thinking to DevOps and Back Again""; ""Chapter 4. Designing for Failure, Operating to Learn""; ""Redefining Success""
- ""Success as Conversation""""Conversation as Continual Repair""; ""Success and Failure in Complex Systems""; ""MTTR over MTBF""; ""Design-for-Fail""; ""Game Days""; ""Game Days in Action""; ""Chaos Monkeys""; ""Blameless Postmortems""; ""Operational Transparency""; ""Designing Businesses for Failure, Operating Them to Learn""; ""Beyond Analysis""; ""Transforming Failure Into Success""; ""Chapter 5. The Journey Is the Destination""; ""Designing IT""; ""IT Transformation as Urban Architecture""; ""Continuous Refactoring""; ""Part II. Continuous Quality""
- ""Chapter 6. A New Definition of Quality""""Post-Industrial Quality""; ""Jobs-To-Be-Done""; ""Service-Dominant Logic""; ""Service-Dominant Logic and Cybernetics""; ""Service-Dominant Logic and Systems Thinking""; ""Service-Dominant Logic and Cloud Computing""; ""The Customer Journey""; ""Service Outages as Service Experiences""; ""A New Definition of QA""; ""Assuring Empathy""; ""Chapter 7. The Four Dimensions of Digital Service""; ""Outcomes""; ""Access""; ""Operations as Internal Customers""; ""Failure and Operability""; ""Coherency""; ""Employee and Customer Journeys""
- ""Internal Coherency""
