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Blink 3 of 8 - The 5 AM Club
by Robin Sharma
Designing Delivery summary
Jeff Sussna
Brief summary
Designing Delivery by Jeff Sussna is a comprehensive guide that explores the principles and practices of designing and delivering digital services. It provides valuable insights and strategies for creating customer-centric and resilient service experiences.
Topics
Table of Contents
Designing Delivery
Summary of key ideas
Understanding the Shift to Digital Service Economy
In Designing Delivery by Jeff Sussna, we begin by acknowledging the shift from a product economy to a digital service economy. The author highlights that in the digital age, the quality of a service depends on how well it helps customers accomplish their goals and satisfy their needs. This shift in focus requires a new way of thinking about the design and delivery of services.
Sussna argues that traditional IT approaches are not well-suited to meet the demands of this new service-based economy. Instead, he introduces the concept of service design thinking, which emphasizes the importance of understanding and addressing customer needs throughout the service lifecycle. This customer-centric approach, he suggests, is key to delivering successful digital services.
Transdisciplinary Approach to Service Delivery
The next part of Designing Delivery introduces a transdisciplinary approach to service delivery. Sussna emphasizes the need for collaboration across different functions such as development, operations, quality assurance, design, project management, and marketing. He argues that these siloed functions must come together to form a unified and holistic view of the service being delivered.
The author further explains that this transdisciplinary approach is not just about integrating different functions, but about integrating different perspectives. It is about creating a shared understanding of the customer, their needs, and the service being delivered. Sussna suggests that this shared understanding is essential for delivering high-quality digital services.
Implementing Quality Assurance and Resilience
In the third part of the book, Sussna introduces a specific quality assurance methodology that unifies the transdisciplinary approach. He argues that traditional QA methods are not sufficient for the complex and dynamic nature of digital services. Instead, he advocates for a customer-centered approach to quality assurance.
According to Sussna, this customer-centered quality assurance methodology focuses on achieving true resilience, not just stability. It involves continuously testing the service against customer needs and expectations, and making adjustments based on the results. The goal, he suggests, is to create services that are not just reliable, but also adaptable and responsive to changing customer needs.
Adopting Continuous Improvement and Learning
In the final part of Designing Delivery, Sussna emphasizes the importance of continuous improvement and learning. He argues that delivering successful digital services is not a one-time project, but an ongoing process. It requires a culture of continuous learning and adaptation.
To achieve this, Sussna suggests adopting agile and DevOps practices, which emphasize iterative development, rapid feedback, and continuous improvement. He also emphasizes the importance of feedback loops with customers, to ensure that the service is always aligned with their needs and expectations.
In Conclusion
In conclusion, Designing Delivery by Jeff Sussna provides a comprehensive guide to delivering successful digital services in the digital service economy. It emphasizes the importance of a customer-centered approach, transdisciplinary collaboration, resilience, and continuous improvement. By adopting these principles and practices, the book suggests, organizations can design and deliver digital services that truly meet customer needs and expectations.
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What is Designing Delivery about?
Designing Delivery by Jeff Sussna explores the shift from product-centric to service-centric thinking in the world of technology and business. The book delves into the principles and practices of designing and delivering digital services that are responsive, resilient, and continually evolving to meet customer needs. Sussna offers valuable insights and practical guidance for creating successful service experiences in today's fast-paced and complex environment.
Designing Delivery Review
Designing Delivery (2015) explores the principles of service design and how they can transform the way businesses deliver value to their customers. Here's why this book stands out:
- It delves into the importance of customer experience and how to create meaningful interactions that drive loyalty and satisfaction.
- By emphasizing collaboration and iteration, it shows how continuous improvements can lead to successful service innovations.
- The book's focus on empathy and adaptability ensures readers grasp the essence of designing services that truly resonate with their audience.
Who should read Designing Delivery?
Professionals in the digital service industry looking to improve their delivery processes
Business leaders and managers seeking to create a customer-centric organization
Individuals interested in the intersection of design, technology, and customer experience
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Book summaries like Designing Delivery
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Designing Delivery FAQs
What is the main message of Designing Delivery?
The main message of Designing Delivery is focusing on designing services that evolve with customer needs.
How long does it take to read Designing Delivery?
Reading time varies, but Designing Delivery can be finished in a few hours. Blinkist summary takes about 15 minutes.
Is Designing Delivery a good book? Is it worth reading?
Designing Delivery is recommended for its insights on service design's vital role in today's market, making it a valuable read.
Who is the author of Designing Delivery?
Jeff Sussna is the author of Designing Delivery.
What to read after Designing Delivery?
If you're wondering what to read next after Designing Delivery, here are some recommendations we suggest:
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- The Future of the Mind by Michio Kaku
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