Books & Videos

Table of Contents

  1. Post-Industrial IT

    1. Chapter 1 From Industrialism to Post-Industrialism

      1. From Products to Service
      2. From Discrete to Infused Experiences
      3. From Complicated to Complex Systems
      4. From Efficiency to Adaptability
      5. Brands as Digital Conversations
      6. The New Business Imperative
    2. Chapter 2 A New Model of Control

      1. The Industrial Model of Control
      2. The Limits of Industrial Control
      3. Cybernetics: A Post-Industrial Model of Control
      4. Second-Order Cybernetics
      5. Autopoiesis: Self-Steering Through Conversation
      6. The Self-Steering Organization
      7. The Cybernetic Insight
      8. Cybernetics as a Model for Post-Industrial Control
      9. Cybernetics as a Unifying Perspective
      10. Cybernetics and Empathy
      11. IT as a Cybernetic Medium
    3. Chapter 3 IT as Conversational Medium

      1. Agile
      2. DevOps
      3. Cloud Computing
      4. Design Thinking
      5. Unifying Design and Operations
      6. From Design Thinking to DevOps and Back Again
    4. Chapter 4 Designing for Failure, Operating to Learn

      1. Redefining Success
      2. Success as Conversation
      3. Success and Failure in Complex Systems
      4. MTTR over MTBF
      5. Design-for-Fail
      6. Game Days
      7. Chaos Monkeys
      8. Blameless Postmortems
      9. Operational Transparency
      10. Designing Businesses for Failure, Operating Them to Learn
    5. Chapter 5 The Journey Is the Destination

      1. Designing IT
      2. IT Transformation as Urban Architecture
      3. Continuous Refactoring
  2. Continuous Quality

    1. Chapter 6 A New Definition of Quality

      1. Post-Industrial Quality
      2. Jobs-To-Be-Done
      3. Service-Dominant Logic
      4. The Customer Journey
      5. A New Definition of QA
    2. Chapter 7 The Four Dimensions of Digital Service

      1. Outcomes
      2. Access
      3. Coherency
      4. Continuity
      5. Continuous Design Quality
    3. Chapter 8 Building Quality In

      1. Optimizing Feedback
      2. Infusion Changes Design
      3. Service Changes Development
      4. Complexity Changes Operations
      5. Adaptation Changes Planning
      6. Continuous Design Changes Everything
      7. Pervasive QA
    4. Chapter 9 From Quality Assurance to Quality Advocacy

      1. The Erosion of Traditional QA
      2. QA’s Changing Role
      3. Continuous Quality
      4. The New QA Practitioner
  3. A Language for Continuous Design

    1. Chapter 10 The Mirror of Empathy

      1. The Boundary-Spanning Mirror
      2. Practicing Continuous Design
      3. A Brief Introduction to Promise Theory
      4. Unifying the Mirror and the Reflection
    2. Chapter 11 Service as a Chain of Promises

      1. The Service Promise
      2. The Chain of Promises
      3. Using Promises to Achieve Digital Service Quality
      4. Maintaining the Illusion of Continuous Quality
    3. Chapter 12 Promising a Good Night’s Sleep: The Digitally Infused Hotel

      1. Promising Rest
      2. Keeping and Repairing Promises
    4. Chapter 13 Brands as Promise-Marks

      1. The Cybernetic Brand
      2. Promising to Be a Conversational Medium
      3. Making New Promises
      4. Promising Continuous Design
    5. Chapter 14 Thinking in Promises

      1. Doing Continuous Design
      2. Continuous Conversation
      3. Adopting Promise Thinking
      4. Creating the Digital Conversational Medium