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商品描述
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 customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers.
- Take a unique customer-centered approach to the entire service delivery lifecycle
- Apply this perspective across development, operations, QA, design, project management, and marketing
- Implement a specific quality assurance methodology that unifies those disciplines
- Use the methodology to achieve true resilience, not just stability
商品描述(中文翻譯)
現在，我們正從產品經濟轉向數位服務經濟，軟體在我們日常生活中的重要性日益增加。服務的質量取決於它幫助客戶達成目標和滿足需求的程度。服務質量並不是關於設計功能，而是關於對客戶做出承諾並保持這些承諾。
為了幫助您提高客戶滿意度並創造正面的品牌體驗，本書以務實的方式介紹了一種跨學科的數位服務交付方法。今天設計一個具有韌性的服務需要前台和後台功能、技術和商業視角的統一努力。您將學習如何讓資訊科技成為您與客戶之間持續對話的全方位夥伴。
- 採用獨特的以客戶為中心的方法來看待整個服務交付生命周期
- 在開發、運營、質量保證、設計、專案管理和行銷等領域應用這一觀點
- 實施一種統一這些學科的特定質量保證方法論
- 使用該方法論實現真正的韌性，而不僅僅是穩定性
