Designing Delivery

Table of contents

1. Foreword
2. Preface
   1. Safari® Books Online
   2. How to Contact Us
   3. Acknowledgments
3. Introduction
4. I. Post-Industrial IT
5. 1. From Industrialism to Post-Industrialism
   1. From Products to Service
   2. From Discrete to Infused Experiences
   3. From Complicated to Complex Systems
      1. Complicated Systems
      2. Complex Systems
      3. Emergence
      4. Cascading Failures
      5. Sensitivity to History
      6. Real-World Complexity
   4. From Efficiency to Adaptability
      1. Facing Disruption
   5. Brands as Digital Conversations
   6. The New Business Imperative
6. 2. A New Model of Control
   1. The Industrial Model of Control
   2. The Limits of Industrial Control
      1. Complicated Control of Complex Systems
      2. Disruption and Industrial Control
   3. Cybernetics: A Post-Industrial Model of Control
   4. Second-Order Cybernetics
      1. Cybernetics and Post-Industrial Business
   5. Autopoiesis: Self-Steering Through Conversation
   6. The Self-Steering Organization
   7. The Cybernetic Insight
   8. Cybernetics as a Model for Post-Industrial Control
      1. Lean Startup: Cybernetics’s Spiritual Inheritor
   9. Cybernetics as a Unifying Perspective
   10. Cybernetics and Empathy
   11. IT as a Cybernetic Medium
7. 3. IT as Conversational Medium
   1. Agile
      1. Continuous Integration
      2. Self-Organization
      3. Being versus Doing Agile
   2. DevOps
      1. The Three Ways
   3. Cloud Computing
      1. Microservices
   4. Design Thinking
      1. Service Design
   5. Unifying Design and Operations
      1. Continuous Design
      2. Self-Steering as Continuous Design
   6. From Design Thinking to DevOps and Back Again
8. 4. Designing for Failure, Operating to Learn
   1. Redefining Success
   2. Success as Conversation
      1. Conversation as Continual Repair
   3. Success and Failure in Complex Systems
   4. MTTR over MTBF
   5. Design-for-Fail
   6. Game Days
      1. Game Days in Action
   7. Chaos Monkeys
   8. Blameless Postmortems
   9. Operational Transparency
   10. Designing Businesses for Failure, Operating Them to Learn
       1. Beyond Analysis
       2. Transforming Failure Into Success
9. 5. The Journey Is the Destination
   1. Designing IT
   2. IT Transformation as Urban Architecture
   3. Continuous Refactoring
10. II. Continuous Quality
11. 6. A New Definition of Quality
    1. Post-Industrial Quality
    2. Jobs-To-Be-Done
    3. Service-Dominant Logic
       1. Service-Dominant Logic and Cybernetics
       2. Service-Dominant Logic and Systems Thinking
       3. Service-Dominant Logic and Cloud Computing
    4. The Customer Journey
       1. Service Outages as Service Experiences
    5. A New Definition of QA
       1. Assuring Empathy
12. 7. The Four Dimensions of Digital Service
    1. Outcomes
    2. Access
       1. Operations as Internal Customers
       2. Failure and Operability
    3. Coherency
       1. Employee and Customer Journeys
       2. Internal Coherency
    4. Continuity
       1. User-Centered Continuity
       2. Internal Continuity
    5. Continuous Design Quality
       1. Second-Order Continuous Design Quality
13. 8. Building Quality In
    1. Optimizing Feedback
    2. Infusion Changes Design
    3. Service Changes Development
       1. Embedded QA
       2. Test-Driven Development
       3. Executable Requirements
       4. Continuous Integration
    4. Complexity Changes Operations
       1. Validating Design-for-Fail
       2. Validating Operate-for-Fail
       3. Validating Learn-from-Fail
       4. Validating Distributed Architectures
    5. Adaptation Changes Planning
    6. Continuous Design Changes Everything
    7. Pervasive QA
14. 9. From Quality Assurance to Quality Advocacy
    1. The Erosion of Traditional QA
       1. T-Shaped People
       2. The Tester’s Perspective
       3. Confirmation Bias
    2. QA’s Changing Role
       1. Service Not Software
       2. Built-In Quality
       3. Resilience and Adaptation
    3. Continuous Quality
       1. Continuous Quality and Continuous Design
       2. Second-Order Continuous Quality
    4. The New QA Practitioner
15. III. A Language for Continuous Design
16. 10. The Mirror of Empathy
    1. The Boundary-Spanning Mirror
    2. Practicing Continuous Design
    3. A Brief Introduction to Promise Theory
       1. Complex Systems and Teenagers
       2. The Opposite of a Promise
       3. Promises and Trust
       4. The Power of Promises: Certainty from Uncertainty
       5. The Power of Promises: Scalability and Resilience
    4. Unifying the Mirror and the Reflection
17. 11. Service as a Chain of Promises
    1. The Service Promise
       1. Making the Right Promise
    2. The Chain of Promises
    3. Using Promises to Achieve Digital Service Quality
       1. Making Promises
       2. Keeping Promises
       3. Helping Others Keep Their Promises
    4. Maintaining the Illusion of Continuous Quality
18. 12. Promising a Good Night’s Sleep: The Digitally Infused Hotel
    1. Promising Rest
       1. Promising the Transition to Rest
       2. Promising to Help Employees
       3. Promising Service Integration
    2. Keeping and Repairing Promises
       1. Keeping and Repairing Functionality Promises
       2. Keeping and Repairing Operability Promises
19. 13. Brands as Promise-Marks
    1. The Cybernetic Brand
    2. Promising to Be a Conversational Medium
    3. Making New Promises
       1. Making New Promises to One Another
       2. Keeping and Repairing Conversational Promises
       3. Microservices as Conversational Promises
    4. Promising Continuous Design
20. 14. Thinking in Promises
    1. Doing Continuous Design
    2. Continuous Conversation
    3. Adopting Promise Thinking
    4. Creating the Digital Conversational Medium
21. Afterword
    1. Delivering Design
    2. Designing Delivery
22. Bibliography
23. Index