Designing Delivery Quotes

“The real value in service design, or any of the other practices that make up the conversational medium, is precisely its power to drive conversation. The point of the map or the blueprint is not the thing that results from the process but rather the process that arises from the thing.”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“Agile is a response to the need for more continuous software repair. Its central strategy is to reduce the size and increase the frequency of the design-develop-test lifecycle. Over time, Agile has discovered and incorporated several powerful techniques to remove noise from the iterative lifecycle. These”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“In order to increase speed without sacrificing quality, a software delivery methodology must find ways to engineer noise out. Handoffs and translations are prime sources of noise in the software lifecycle. The waterfall model maximizes both. Handoffs”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“User-centered design exemplifies the cybernetic strategy of “building quality in” by transforming construction into conversation. Integrating QA within an iterative feedback loop is key to this strategy. At its heart, it improves quality by increasing opportunities for meaningful empathy. It”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“Agile DevOps Cloud computing Design thinking These practices all share a cybernetic model of control. This”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“Infusion breaks down the boundaries between internally facing systems of record and externally facing systems of engagement. The relational, continuous, collaborative nature of service means that internal company operations are inseparable from customer service. In”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“Post-industrial businesses need to replace the assembly line with the thermostat, the turret gun, and the living organism as their organizing metaphors.”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy

“By treating team members with respect, it puts another nail in the coffin of the Taylorist industrial approach to employee management.”
― Jeff Sussna, Designing Delivery: Rethinking IT in the Digital Service Economy