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
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.
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
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.
"Written as a practical guide for teachers in inclusive settings, Design and Deliver introduces Universal Design for Learning (UDL) and describes how to effectively implement it in the classroom. UDL is a framework that guides the design of barrier-free, instructionally rich learning environments and lessons that provide access to all students. In this research-based, easy-to-read guide, seasoned teacher and former UDL Coordinator Loui Lord Nelson highlights how K-12 educators can use the three key principles of UDL-Engagement, Representation, and Action & Expression-to meet the needs of diverse learners. The book explains UDL; describes the vocabulary, myths, and brain science underlying it; and offers strategies, lesson plan guidance, and techniques to implement it"--
Dementia is increasingly and widely recognised as a serious health and social challenge, in the developed world as well as in the developing world. The need therefore to design and implement dementia care services of high quality is becoming more and more vital, particularly given the likelihood of ever increasing demand in a world, which likely sees resources at best remaining at current levels. Designing and Delivering Dementia Services describes current developments in the design and configuration of dementia services. It offers an informative and detailed overview of what constitutes high quality care, considering the circumstances patients and carers may find themselves in. For dementia to get the priority it deserves, a number of factors are important and the book charts the invaluable contributions of various Alzheimer's Associations and Societies: this provides a focus on dementia strategies and plans at national levels: the book reports on the state of affairs regarding such strategies and provides a unique insight into the process of how one of these was developed and implemented. Recognising the need to prove that service developments lead to a higher quality of care, increased productivity and increased efficiency, the book links the resulting picture to service-based research methodologies, with an emphasis on the strengths and limitations of that research. Contributions from 17 countries on 4 continents give an overview of the state of affairs across the world, paying attention to successful - and less successful - initiatives to improve dementia care. The book furthermore provides pragmatic approaches to ensure planning becomes reality, highlights the need for structured workforce development, education and training and describes the opportunities afforded by assistive technology. This book is of prime informative and practical value given that pressures on dementia services are projected to mount across the world against a backdrop of limited resources and expertise. Designing and Delivering Dementia Services Defines the problems involved in meeting an increasing demand for dementia care services in a poorer world Maps initiatives and developments in the design and configuration of these services in a variety of international settings Analyses these developments against the background of political and health economic circumstances Provides a road map of where health services should go in response to this growing challenge. The first book to define, analyse and map initiatives for dementia care services in a time of increasing demand and decreasing resources, this book is essential reading for commissioners, senior clinicians and service planners in health and social care. It will also be of interest to academic researchers involved in qualitative services research as well as quantitative health economic research, health and social care managers and those involved in workforce planning and development.
Designing Networks and Services for the Cloud Delivering business-grade cloud applications and services A rapid, easy-to-understand approach to delivering a secure, resilient, easy-to-manage, SLA-driven cloud experience Designing Networks and Services for the Cloud helps you understand the design and architecture of networks and network services that enable the delivery of business-grade cloud services. Drawing on more than 40 years of experience in network and cloud design, validation, and deployment, the authors demonstrate how networks spanning from the Enterprise branch/HQ and the service provider Next-Generation Networks (NGN) to the data center fabric play a key role in addressing the primary inhibitors to cloud adoption–security, performance, and management complexity. The authors first review how virtualized infrastructure lays the foundation for the delivery of cloud services before delving into a primer on clouds, including the management of cloud services. Next, they explore key factors that inhibit enterprises from moving their core workloads to the cloud, and how advanced networks and network services can help businesses migrate to the cloud with confidence. You’ll find an in-depth look at data center networks, including virtualization-aware networks, virtual network services, and service overlays. The elements of security in this virtual, fluid environment are discussed, along with techniques for optimizing and accelerating the service delivery. The book dives deeply into cloud-aware service provider NGNs and their role in flexibly connecting distributed cloud resources, ensuring the security of provider and tenant resources, and enabling the optimal placement of cloud services. The role of Enterprise networks as a critical control point for securely and cost-effectively connecting to high-performance cloud services is explored in detail before various parts of the network finally come together in the definition and delivery of end-to-end cloud SLAs. At the end of the journey, you preview the exciting future of clouds and network services, along with the major upcoming trends. If you are a technical professional or manager who must design, implement, or operate cloud or NGN solutions in enterprise or service-provider environments, this guide will be an indispensable resource. * Understand how virtualized data-center infrastructure lays the groundwork for cloud-based services * Move from distributed virtualization to “IT-as-a-service” via automated self-service portals * Classify cloud services and deployment models, and understand the actors in the cloud ecosystem * Review the elements, requirements, challenges, and opportunities associated with network services in the cloud * Optimize data centers via network segmentation, virtualization-aware networks, virtual network services, and service overlays * Systematically secure cloud services * Optimize service and application performance * Plan and implement NGN infrastructure to support and accelerate cloud services * Successfully connect enterprises to the cloud * Define and deliver on end-to-end cloud SLAs * Preview the future of cloud and network services
More than eighty designs--iconic, archaic, quotidian, and taboo--that have defined the arc of human reproduction. While birth often brings great joy, making babies is a knotty enterprise. The designed objects that surround us when it comes to menstruation, birth control, conception, pregnancy, childbirth, and early motherhood vary as oddly, messily, and dramatically as the stereotypes suggest. This smart, image-rich, fashion-forward, and design-driven book explores more than eighty designs--iconic, conceptual, archaic, titillating, emotionally charged, or just plain strange--that have defined the relationships between people and babies during the past century. Each object tells a story. In striking images and engaging text, Designing Motherhood unfolds the compelling design histories and real-world uses of the objects that shape our reproductive experiences. The authors investigate the baby carrier, from the Snugli to BabyBjörn, and the (re)discovery of the varied traditions of baby wearing; the tie-waist skirt, famously worn by a pregnant Lucille Ball on I Love Lucy, and essential for camouflaging and slowly normalizing a public pregnancy; the home pregnancy kit, and its threat to the authority of male gynecologists; and more. Memorable images--including historical ads, found photos, and drawings--illustrate the crucial role design and material culture plays throughout the arc of human reproduction. The book features a prologue by Erica Chidi and a foreword by Alexandra Lange. Contributors Luz Argueta-Vogel, Zara Arshad, Nefertiti Austin, Juliana Rowen Barton, Lindsey Beal, Thomas Beatie, Caitlin Beach, Maricela Becerra, Joan E. Biren, Megan Brandow-Faller, Khiara M. Bridges, Heather DeWolf Bowser, Sophie Cavoulacos, Meegan Daigler, Anna Dhody, Christine Dodson, Henrike Dreier, Adam Dubrowski, Michelle Millar Fisher, Claire Dion Fletcher, Tekara Gainey, Lucy Gallun, Angela Garbes, Judy S. Gelles, Shoshana Batya Greenwald, Robert D. Hicks, Porsche Holland, Andrea Homer-Macdonald, Alexis Hope, Malika Kashyap, Karen Kleiman, Natalie Lira, Devorah L Marrus, Jessica Martucci, Sascha Mayer, Betsy Joslyn Mitchell, Ginger Mitchell, Mark Mitchell, Aidan O’Connor, Lauren Downing Peters, Nicole Pihema, Alice Rawsthorn, Helen Barchilon Redman, Airyka Rockefeller, Julie Rodelli, Raphaela Rosella, Loretta J. Ross, Ofelia Pérez Ruiz, Hannah Ryan, Karin Satrom, Tae Smith, Orkan Telhan, Stephanie Tillman, Sandra Oyarzo Torres, Malika Verma, Erin Weisbart, Deb Willis, Carmen Winant, Brendan Winick, Flaura Koplin Winston
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
This is the only book that describes a complete approach to customer-centered design, from customer data to system design. Readers will be able to develop the work models that represent all aspects of customer work practices.
