Designing Delivery: Rethinking IT in the Digital Service Economy
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 cu
This book is very hard to read. It is repetitive a bit from tim ...more
* teams should communicate better among themselves
* departments as well
* customers should be always the priority
These are commonsense practices wrapped into 232 pages.
I liked the introduction to the promise theory though. I looked for something more practical which this ...more
- they must deliver customer outcomes
- they must be accessible when and where needed regardless of demand
- they must enable coherent customer jou ...more
I wasn't able to find something I don't agree with, but ... it was all written in a way that was constantly discouraging me from reading further. Why exactly? Maybe it was too theoretical and 'dry'? Maybe it's just writer's style? Can't tell for sure but there are far better books too read about modern IT.
I'm very sorry to rate it so low (like I've written above, I agree with author's way ...more
What gets repeated is "build quality in", "empathy", and "conversational IT", etc. We all received advice like "be happy", "be confident", "don't be stressed", and it works right? ...more