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Author: Jeff Sussna
Publisher: "O'Reilly Media, Inc."
ISBN: 1491903775
Category : Computers
Languages : en
Pages : 175
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Book Description
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
Author: Jeff Sussna
Publisher: "O'Reilly Media, Inc."
ISBN: 1491903775
Category : Computers
Languages : en
Pages : 175
Get Book Here
Book Description
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
Author: Mairi Macintyre
Publisher: Springer Science & Business Media
ISBN: 144198321X
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Author: Garr Reynolds
Publisher: Pearson Education
ISBN: 0321601890
Category : Business & Economics
Languages : en
Pages : 316
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Book Description
FOREWORD BY GUY KAWASAKI Presentation designer and internationally acclaimed communications expert Garr Reynolds, creator of the most popular Web site on presentation design and delivery on the Net — presentationzen.com — shares his experience in a provocative mix of illumination, inspiration, education, and guidance that will change the way you think about making presentations with PowerPoint or Keynote. Presentation Zen challenges the conventional wisdom of making "slide presentations" in today’s world and encourages you to think differently and more creatively about the preparation, design, and delivery of your presentations. Garr shares lessons and perspectives that draw upon practical advice from the fields of communication and business. Combining solid principles of design with the tenets of Zen simplicity, this book will help you along the path to simpler, more effective presentations.
Author: Linda Dale Bloomberg
Publisher: Teachers College Press
ISBN: 0807779539
Category : Education
Languages : en
Pages : 257
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Book Description
The Spring of 2020 saw educational institutions around the world abruptly convert to online teaching formats. While this transition may be unfamiliar—and even uncomfortable—the skills and techniques needed to engage and empower online learners can be learned and mastered to serve the current and ever-expanding need. This indispensable resource focuses on combining thoughtful teaching strategies with innovative technology to help learners engage more meaningfully and learn more effectively. The book distills decades of research in adult learning and education to provide evidence-based strategies that directly and practically apply to online environments. The author identifies five core areas for focus: principles of adult learning (how people learn), engagement through presence, diversity and inclusion, community, and learner empowerment; thereby demonstrating how to prepare for the online learning environment, design and develop suitable course materials, deliver instruction, and evaluate the learning experience. Book Features: A holistic approach that addresses and integrates every key dynamic to ensure the design, development, and delivery of optimal online learning experiences. Appropriate for instructors and course designers as they manage blended or fully online teaching models.Content is readily applicable across disciplines and institutional types. Grounded firmly in research, theory, and best practices related to social presence, engagement, inclusive pedagogy, Understanding by Design (UBD), Universal Design framework for Learning (UDL), reflective practice, and principles of adult learning and development. Comprehensive checklists provide overviews of key action items and associated steps involved in course design, development, and delivery. Reflection is a cornerstone of deep learning, and reflective questions are included in each chapter.
Author: Michael E. Wiklund
Publisher: CRC Press
ISBN: 1040063756
Category : Medical
Languages : en
Pages : 285
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Book Description
Advocating a user-centered approach to medical technology design, Designing Usability into Medical Products covers the essential processes and specific techniques necessary to produce safe, effective, usable, and appealing medical systems and products. Written by experts on user-centered research, design, and evaluation, the book provides a range o
Author: Louis L. Bucciarelli
Publisher: MIT Press
ISBN: 9780262023771
Category : Design
Languages : en
Pages : 234
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Book Description
Engineering observations - The object - Cosmology - Ecology - Design discourse - Endings.
Author: Sriram Narayan
Publisher: Addison-Wesley Professional
ISBN: 0133904245
Category : Business & Economics
Languages : en
Pages : 475
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Book Description
Design IT Organizations for Agility at Scale Aspiring digital businesses need overall IT agility, not just development team agility. In Agile IT Organization Design, IT management consultant and ThoughtWorks veteran Sriram Narayan shows how to infuse agility throughout your organization. Drawing on more than fifteen years’ experience working with enterprise clients in IT-intensive industries, he introduces an agile approach to “Business–IT Effectiveness” that is as practical as it is valuable. The author shows how structural, political, operational, and cultural facets of organization design influence overall IT agility—and how you can promote better collaboration across diverse functions, from sales and marketing to product development, and engineering to IT operations. Through real examples, he helps you evaluate and improve organization designs that enhance autonomy, mastery, and purpose: the key ingredients for a highly motivated workforce. You’ll find “close range” coverage of team design, accountability, alignment, project finance, tooling, metrics, organizational norms, communication, and culture. For each, you’ll gain a deeper understanding of where your organization stands, and clear direction for making improvements. Ready to optimize the performance of your IT organization or digital business? Here are practical solutions for the long term, and for right now. Govern for value over predictability Organize for responsiveness, not lowest cost Clarify accountability for outcomes and for decisions along the way Strengthen the alignment of autonomous teams Move beyond project teams to capability teams Break down tool-induced silos Choose financial practices that are free of harmful side effects Create and retain great teams despite today’s “talent crunch” Reform metrics to promote (not prevent) agility Evolve culture through improvements to structure, practices, and leadership—and careful, deliberate interventions
Author: Richard M. J. Bohmer
Publisher: Harvard Business School Press
ISBN: 9781422175606
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
Health-care providers face growing criticism from policy makers and patients alike. Costs continue to rise and concerns about quality of care escalate. Yet funding solutions can't address the underlying questions: Why have costs risen? How can we improve the quality and affordability of care? This text investigates.
Author: Jost Hochuli
Publisher:
ISBN: 9780907259237
Category : Book design
Languages : en
Pages : 0
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Book Description
Newly revised and expanded, this classic in book design argues for a non-dogmatic approach, one open to traditional and modern, and symmetrical and assymetrical solutions. Jost Hochuli's work of over 30 years as a book designer is showcased, along with detailed comments by noted designer and critic Robin Kinross."As a designer, Hochuli's main concern is to work out individual solutions for individual books. This book is sure to help anyone who is seeking to develop a considered attitude toward the design and production of the book as a codex." -Fernand Baudin, Logos
Author: Joel Katz
Publisher: John Wiley & Sons
ISBN: 1118420098
Category : Design
Languages : en
Pages : 226
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Book Description
"The book itself is a diagram of clarification, containing hundreds of examples of work by those who favor the communication of information over style and academic postulation—and those who don't. Many blurbs such as this are written without a thorough reading of the book. Not so in this case. I read it and love it. I suggest you do the same." —Richard Saul Wurman "This handsome, clearly organized book is itself a prime example of the effective presentation of complex visual information." —eg magazine "It is a dream book, we were waiting for...on the field of information. On top of the incredible amount of presented knowledge this is also a beautifully designed piece, very easy to follow..." —Krzysztof Lenk, author of Mapping Websites: Digital Media Design "Making complicated information understandable is becoming the crucial task facing designers in the 21st century. With Designing Information, Joel Katz has created what will surely be an indispensable textbook on the subject." —Michael Bierut "Having had the pleasure of a sneak preview, I can only say that this is a magnificent achievement: a combination of intelligent text, fascinating insights and - oh yes - graphics. Congratulations to Joel." —Judith Harris, author of Pompeii Awakened: A Story of Rediscovery Designing Information shows designers in all fields - from user-interface design to architecture and engineering - how to design complex data and information for meaning, relevance, and clarity. Written by a worldwide authority on the visualization of complex information, this full-color, heavily illustrated guide provides real-life problems and examples as well as hypothetical and historical examples, demonstrating the conceptual and pragmatic aspects of human factors-driven information design. Both successful and failed design examples are included to help readers understand the principles under discussion.
