Designing Delivery

Rethinking IT in the Digital Service Economy

Nonfiction, Computers, Advanced Computing, Information Technology, Programming, Software Development
Cover of the book Designing Delivery by Jeff Sussna, O'Reilly Media
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Author: Jeff Sussna ISBN: 9781491903773
Publisher: O'Reilly Media Publication: June 3, 2015
Imprint: O'Reilly Media Language: English
Author: Jeff Sussna
ISBN: 9781491903773
Publisher: O'Reilly Media
Publication: June 3, 2015
Imprint: O'Reilly Media
Language: English

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 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 lifecycle
  • Apply this perspective across development, operations, QA, design, project management, and marketing
  • Implement a specific quality assurance methodology that unifies those disciplines
  • Use the methodology to achieve true resilience, not just stability
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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 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.

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