Better Service Through Promise Theory
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The document discusses promise theory and how it can be used to improve digital service quality. Promise theory views systems as collections of autonomous agents collaborating through promises. It can help organizations design their services from the customer perspective by modeling customer journeys and making explicit promises about the experience. Keeping promises builds trust while acknowledging uncertainty enables resilience. Promise theory provides a framework to unify design, operations, and support across an organization.
Better Service Through Promise Theory
- 1. Better Service Through Promise Theory Jeff Sussna Ingineering.IT @jeffsussna
- 2. Work: help companies adopt IT innovation History: dev + QA + ops Method: design thinker, thought-process challenger
- 3. 1.What is promise theory? 2. What is service? 3. How does one help the other?
- 4. Software is eating the world
- 5. Every business is a digital business
- 6. The physical
- 7. merges with the virtual
- 11. Systems + People Functionality + Operability Physical + Digital
- 13. To understand complex socio-technical systems
- 14. you first must understand teenagers
- 17. I promise Ill clean my room before dinner.
- 18. Intention
- 19. Expression
- 20. Intensity
- 21. Benefit
- 22. A promise is a strongly stated intention to provide service
- 24. Protip: promises arent always kept
- 25. A promise is a strongly stated intention to provide service that may or may not come to pass
- 27. I promise to store the word foo in the file bar.txt
- 30. Real-world systems! Collections of autonomous agents collaborating through promises
- 31. Acknowledging uncertainty enables greater certainty
- 32. Auto-scaling Circuit breakers Continuous integration Design-for-fail
- 33. Treating agents as autonomous enables greater scalability and resilience
- 34. Microservices Self-organizing teams Scaling agile Needs + promises > requirements
- 36. What is service?
- 39. Value co-creation, not delivery
- 40. Service providers promise to help customers accomplish their jobs-to-be-done
- 41. The product is the trip! -AirBnB designer
- 42. All aspects of a service organization must collaborate to fulfill customer promises
- 43. Brand quality == ops quality
- 45. What is the travelers job-to-be-done on arrival?
- 48. How can Promise Theory help digital service quality?
- 49. What promises should we make?
- 50. Promise theory engenders empathy
- 51. What promises do we need others to make to us?
- 52. What should we do to maximize trust?
- 53. What promises do our customers need to make?
- 55. As a hotel operator I promise to help you rest as part of your trip
- 56. 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
- 57. 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
- 58. As a front-desk system I 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
- 59. 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
- 60. Promise Theory helps span boundaries Horizontal and vertical silos Disciplines and perspectives Providers and customers Service systems
- 61. DevOps is to Promise Theory as
- 64. Promise Thinking! (w/apologies to Design Thinking)
- 65. Model the organization from the customer in Customer journey Service blueprint
- 66. View relationships in terms of promises Benefit Empathy Autonomy Resilience
- 67. Unify design, operations, and repair
- 68. Do not pass go. Do not collect $200. Read: In Search of Certainty, Burgess Promise Theory, Bergstra/Burgess Understanding Computers and Cognition, Winograd/Flores
- 70. 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.jpg https://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/