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Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Book Synopsis Good Services by : Louise Downe
Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Now a Major Motion Picture Directed by American Sniper Writer Jason Hall and Starring Miles Teller No journalist has reckoned with the psychology of war as intimately as David Finkel. In The Good Soldiers, his bestselling account from the front lines of Baghdad, Finkel embedded with the men of the 2-16 Infantry Battalion as they carried out the infamous “surge”. Now, in Thank You for Your Service, Finkel tells the true story of those men as they return home from the front-lines of Baghdad and struggle to reintegrate--both into their family lives and into American society at large. Finkel is with these veterans in their most intimate, painful, and hopeful moments as they try to recover, and in doing so, he creates an indelible, essential portrait of what life after war is like--not just for these soldiers, but for their wives, widows, children, and friends, and for the professionals who are truly trying, and to a great degree failing, to undo the damage that has been done. Thank You for Your Service is an act of understanding, and it offers a more complete picture than we have ever had of two essential questions: When we ask young men and women to go to war, what are we asking of them? And when they return, what are we thanking them for? “Finkel sketches a panoramic view of postwar life....A book that every American should read.” —Jake Tapper, Los Angeles Times Finalist for the National Book Critics Circle Award, the Los Angeles Times Book Prize, and the New York Public Library Helen Bernstein Award for Excellence in Journalism. One of Ten Favorite Books of 2013 by Michiko Kakutani (The New York Times), a Washington Post Top Ten Book of the Year, and a New York Times Book Review Notable Book of the Year
Book Synopsis Thank You for Your Service by : David Finkel
Download or read book Thank You for Your Service written by David Finkel and published by Macmillan + ORM. This book was released on 2013-10-01 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now a Major Motion Picture Directed by American Sniper Writer Jason Hall and Starring Miles Teller No journalist has reckoned with the psychology of war as intimately as David Finkel. In The Good Soldiers, his bestselling account from the front lines of Baghdad, Finkel embedded with the men of the 2-16 Infantry Battalion as they carried out the infamous “surge”. Now, in Thank You for Your Service, Finkel tells the true story of those men as they return home from the front-lines of Baghdad and struggle to reintegrate--both into their family lives and into American society at large. Finkel is with these veterans in their most intimate, painful, and hopeful moments as they try to recover, and in doing so, he creates an indelible, essential portrait of what life after war is like--not just for these soldiers, but for their wives, widows, children, and friends, and for the professionals who are truly trying, and to a great degree failing, to undo the damage that has been done. Thank You for Your Service is an act of understanding, and it offers a more complete picture than we have ever had of two essential questions: When we ask young men and women to go to war, what are we asking of them? And when they return, what are we thanking them for? “Finkel sketches a panoramic view of postwar life....A book that every American should read.” —Jake Tapper, Los Angeles Times Finalist for the National Book Critics Circle Award, the Los Angeles Times Book Prize, and the New York Public Library Helen Bernstein Award for Excellence in Journalism. One of Ten Favorite Books of 2013 by Michiko Kakutani (The New York Times), a Washington Post Top Ten Book of the Year, and a New York Times Book Review Notable Book of the Year
The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Book Synopsis Site Reliability Engineering by : Niall Richard Murphy
Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Book Synopsis Service Design by : Andy Polaine
Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
In the health and community service industries, projects are increasingly used for the development of new services, and to achieve change in existing services, work practices and delivery models. Until now, project workers in these fields have had to rely on books designed for architects, builders and IT administrators. This is the first textbook to take the principles of project management and place them into a context relevant for people working in health and community services. This book provides a critical guide to both the strategic and operational aspects of using projects and making them work. Covering topics such as the lifecycle of a project, planning, execution and evaluation, risk management, change and effective teams, Project Management for Health and Community Services uses extensive international case studies and examples from the field. Written by authors with years of practical experience, this is a valuable resource for anyone studying or working on health and community services. Project Management for Health and Community Services offers students and professionals practical problem solving strategies and provides a comprehensive guide to managing projects as well as tips on managing a team and the stakeholders.
Book Synopsis Project Management in Health and Community Services by : Judith Dwyer
Download or read book Project Management in Health and Community Services written by Judith Dwyer and published by Routledge. This book was released on 2013-09-13 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the health and community service industries, projects are increasingly used for the development of new services, and to achieve change in existing services, work practices and delivery models. Until now, project workers in these fields have had to rely on books designed for architects, builders and IT administrators. This is the first textbook to take the principles of project management and place them into a context relevant for people working in health and community services. This book provides a critical guide to both the strategic and operational aspects of using projects and making them work. Covering topics such as the lifecycle of a project, planning, execution and evaluation, risk management, change and effective teams, Project Management for Health and Community Services uses extensive international case studies and examples from the field. Written by authors with years of practical experience, this is a valuable resource for anyone studying or working on health and community services. Project Management for Health and Community Services offers students and professionals practical problem solving strategies and provides a comprehensive guide to managing projects as well as tips on managing a team and the stakeholders.
"Every developer working with the Web needs to read this book." -- David Heinemeier Hansson, creator of the Rails framework "RESTful Web Services finally provides a practical roadmap for constructing services that embrace the Web, instead of trying to route around it." -- Adam Trachtenberg, PHP author and EBay Web Services Evangelist You've built web sites that can be used by humans. But can you also build web sites that are usable by machines? That's where the future lies, and that's what RESTful Web Services shows you how to do. The World Wide Web is the most popular distributed application in history, and Web services and mashups have turned it into a powerful distributed computing platform. But today's web service technologies have lost sight of the simplicity that made the Web successful. They don't work like the Web, and they're missing out on its advantages. This book puts the "Web" back into web services. It shows how you can connect to the programmable web with the technologies you already use every day. The key is REST, the architectural style that drives the Web. This book: Emphasizes the power of basic Web technologies -- the HTTP application protocol, the URI naming standard, and the XML markup language Introduces the Resource-Oriented Architecture (ROA), a common-sense set of rules for designing RESTful web services Shows how a RESTful design is simpler, more versatile, and more scalable than a design based on Remote Procedure Calls (RPC) Includes real-world examples of RESTful web services, like Amazon's Simple Storage Service and the Atom Publishing Protocol Discusses web service clients for popular programming languages Shows how to implement RESTful services in three popular frameworks -- Ruby on Rails, Restlet (for Java), and Django (for Python) Focuses on practical issues: how to design and implement RESTful web services and clients This is the first book that applies the REST design philosophy to real web services. It sets down the best practices you need to make your design a success, and the techniques you need to turn your design into working code. You can harness the power of the Web for programmable applications: you just have to work with the Web instead of against it. This book shows you how.
Book Synopsis RESTful Web Services by : Leonard Richardson
Download or read book RESTful Web Services written by Leonard Richardson and published by "O'Reilly Media, Inc.". This book was released on 2008-12-17 with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Every developer working with the Web needs to read this book." -- David Heinemeier Hansson, creator of the Rails framework "RESTful Web Services finally provides a practical roadmap for constructing services that embrace the Web, instead of trying to route around it." -- Adam Trachtenberg, PHP author and EBay Web Services Evangelist You've built web sites that can be used by humans. But can you also build web sites that are usable by machines? That's where the future lies, and that's what RESTful Web Services shows you how to do. The World Wide Web is the most popular distributed application in history, and Web services and mashups have turned it into a powerful distributed computing platform. But today's web service technologies have lost sight of the simplicity that made the Web successful. They don't work like the Web, and they're missing out on its advantages. This book puts the "Web" back into web services. It shows how you can connect to the programmable web with the technologies you already use every day. The key is REST, the architectural style that drives the Web. This book: Emphasizes the power of basic Web technologies -- the HTTP application protocol, the URI naming standard, and the XML markup language Introduces the Resource-Oriented Architecture (ROA), a common-sense set of rules for designing RESTful web services Shows how a RESTful design is simpler, more versatile, and more scalable than a design based on Remote Procedure Calls (RPC) Includes real-world examples of RESTful web services, like Amazon's Simple Storage Service and the Atom Publishing Protocol Discusses web service clients for popular programming languages Shows how to implement RESTful services in three popular frameworks -- Ruby on Rails, Restlet (for Java), and Django (for Python) Focuses on practical issues: how to design and implement RESTful web services and clients This is the first book that applies the REST design philosophy to real web services. It sets down the best practices you need to make your design a success, and the techniques you need to turn your design into working code. You can harness the power of the Web for programmable applications: you just have to work with the Web instead of against it. This book shows you how.
Who and what a government taxes, and how the government spends the money collected, are questions of primary concern to governments large and small, national and local. When public revenues pay for high-quality infrastructure and social services, citizens thrive and crises are averted. When public revenues are inadequate to provide those goods, inequality thrives and communities can verge into unrest—as evidenced by the riots during Greece’s financial meltdown and by the needless loss of life in Haiti’s collapse in the wake of the earthquake. In The Public Good and the Brazilian State, Anne G. Hanley assembles an economic history of public revenues as they developed in nineteenth-century Brazil. Specifically, Hanley investigates the financial life of the municipality—a district comparable to the county in the United States—to understand how the local state organized and prioritized the provision of public services, what revenues paid for those services, and what happened when the revenues collected failed to satisfy local needs. Through detailed analyses of municipal ordinances, mayoral reports, citizen complaints, and financial documents, Hanley sheds light on the evolution of public finance and its effect on the early economic development of Brazilian society. This deeply researched book offers valuable insights for anyone seeking to better understand how municipal finance informs histories of inequality and underdevelopment.
Book Synopsis The Public Good and the Brazilian State by : Anne G. Hanley
Download or read book The Public Good and the Brazilian State written by Anne G. Hanley and published by University of Chicago Press. This book was released on 2018-05-30 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who and what a government taxes, and how the government spends the money collected, are questions of primary concern to governments large and small, national and local. When public revenues pay for high-quality infrastructure and social services, citizens thrive and crises are averted. When public revenues are inadequate to provide those goods, inequality thrives and communities can verge into unrest—as evidenced by the riots during Greece’s financial meltdown and by the needless loss of life in Haiti’s collapse in the wake of the earthquake. In The Public Good and the Brazilian State, Anne G. Hanley assembles an economic history of public revenues as they developed in nineteenth-century Brazil. Specifically, Hanley investigates the financial life of the municipality—a district comparable to the county in the United States—to understand how the local state organized and prioritized the provision of public services, what revenues paid for those services, and what happened when the revenues collected failed to satisfy local needs. Through detailed analyses of municipal ordinances, mayoral reports, citizen complaints, and financial documents, Hanley sheds light on the evolution of public finance and its effect on the early economic development of Brazilian society. This deeply researched book offers valuable insights for anyone seeking to better understand how municipal finance informs histories of inequality and underdevelopment.
NEW YORK TIMES BESTSELLER • NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE ECONOMIST “The most important book on decision making since Daniel Kahneman's Thinking, Fast and Slow.”—Jason Zweig, The Wall Street Journal Everyone would benefit from seeing further into the future, whether buying stocks, crafting policy, launching a new product, or simply planning the week’s meals. Unfortunately, people tend to be terrible forecasters. As Wharton professor Philip Tetlock showed in a landmark 2005 study, even experts’ predictions are only slightly better than chance. However, an important and underreported conclusion of that study was that some experts do have real foresight, and Tetlock has spent the past decade trying to figure out why. What makes some people so good? And can this talent be taught? In Superforecasting, Tetlock and coauthor Dan Gardner offer a masterwork on prediction, drawing on decades of research and the results of a massive, government-funded forecasting tournament. The Good Judgment Project involves tens of thousands of ordinary people—including a Brooklyn filmmaker, a retired pipe installer, and a former ballroom dancer—who set out to forecast global events. Some of the volunteers have turned out to be astonishingly good. They’ve beaten other benchmarks, competitors, and prediction markets. They’ve even beaten the collective judgment of intelligence analysts with access to classified information. They are "superforecasters." In this groundbreaking and accessible book, Tetlock and Gardner show us how we can learn from this elite group. Weaving together stories of forecasting successes (the raid on Osama bin Laden’s compound) and failures (the Bay of Pigs) and interviews with a range of high-level decision makers, from David Petraeus to Robert Rubin, they show that good forecasting doesn’t require powerful computers or arcane methods. It involves gathering evidence from a variety of sources, thinking probabilistically, working in teams, keeping score, and being willing to admit error and change course. Superforecasting offers the first demonstrably effective way to improve our ability to predict the future—whether in business, finance, politics, international affairs, or daily life—and is destined to become a modern classic.
Book Synopsis Superforecasting by : Philip E. Tetlock
Download or read book Superforecasting written by Philip E. Tetlock and published by Crown. This book was released on 2015-09-29 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE ECONOMIST “The most important book on decision making since Daniel Kahneman's Thinking, Fast and Slow.”—Jason Zweig, The Wall Street Journal Everyone would benefit from seeing further into the future, whether buying stocks, crafting policy, launching a new product, or simply planning the week’s meals. Unfortunately, people tend to be terrible forecasters. As Wharton professor Philip Tetlock showed in a landmark 2005 study, even experts’ predictions are only slightly better than chance. However, an important and underreported conclusion of that study was that some experts do have real foresight, and Tetlock has spent the past decade trying to figure out why. What makes some people so good? And can this talent be taught? In Superforecasting, Tetlock and coauthor Dan Gardner offer a masterwork on prediction, drawing on decades of research and the results of a massive, government-funded forecasting tournament. The Good Judgment Project involves tens of thousands of ordinary people—including a Brooklyn filmmaker, a retired pipe installer, and a former ballroom dancer—who set out to forecast global events. Some of the volunteers have turned out to be astonishingly good. They’ve beaten other benchmarks, competitors, and prediction markets. They’ve even beaten the collective judgment of intelligence analysts with access to classified information. They are "superforecasters." In this groundbreaking and accessible book, Tetlock and Gardner show us how we can learn from this elite group. Weaving together stories of forecasting successes (the raid on Osama bin Laden’s compound) and failures (the Bay of Pigs) and interviews with a range of high-level decision makers, from David Petraeus to Robert Rubin, they show that good forecasting doesn’t require powerful computers or arcane methods. It involves gathering evidence from a variety of sources, thinking probabilistically, working in teams, keeping score, and being willing to admit error and change course. Superforecasting offers the first demonstrably effective way to improve our ability to predict the future—whether in business, finance, politics, international affairs, or daily life—and is destined to become a modern classic.
American government is in the midst of a reputation crisis. An overwhelming majority of citizens—Republicans and Democrats alike—hold negative perceptions of the government and believe it is wasteful, inefficient, and doing a generally poor job managing public programs and providing public services. When social problems arise, Americans are therefore skeptical that the government has the ability to respond effectively. It’s a serious problem, argues Amy E. Lerman, and it will not be a simple one to fix. With Good Enough for Government Work, Lerman uses surveys, experiments, and public opinion data to argue persuasively that the reputation of government is itself an impediment to government’s ability to achieve the common good. In addition to improving its efficiency and effectiveness, government therefore has an equally critical task: countering the belief that the public sector is mired in incompetence. Lerman takes readers through the main challenges. Negative perceptions are highly resistant to change, she shows, because we tend to perceive the world in a way that confirms our negative stereotypes of government—even in the face of new information. Those who hold particularly negative perceptions also begin to “opt out” in favor of private alternatives, such as sending their children to private schools, living in gated communities, and refusing to participate in public health insurance programs. When sufficient numbers of people opt out of public services, the result can be a decline in the objective quality of public provision. In this way, citizens’ beliefs about government can quickly become a self-fulfilling prophecy, with consequences for all. Lerman concludes with practical solutions for how the government might improve its reputation and roll back current efforts to eliminate or privatize even some of the most critical public services.
Book Synopsis Good Enough for Government Work by : Amy E. Lerman
Download or read book Good Enough for Government Work written by Amy E. Lerman and published by University of Chicago Press. This book was released on 2019-06-14 with total page 329 pages. Available in PDF, EPUB and Kindle. Book excerpt: American government is in the midst of a reputation crisis. An overwhelming majority of citizens—Republicans and Democrats alike—hold negative perceptions of the government and believe it is wasteful, inefficient, and doing a generally poor job managing public programs and providing public services. When social problems arise, Americans are therefore skeptical that the government has the ability to respond effectively. It’s a serious problem, argues Amy E. Lerman, and it will not be a simple one to fix. With Good Enough for Government Work, Lerman uses surveys, experiments, and public opinion data to argue persuasively that the reputation of government is itself an impediment to government’s ability to achieve the common good. In addition to improving its efficiency and effectiveness, government therefore has an equally critical task: countering the belief that the public sector is mired in incompetence. Lerman takes readers through the main challenges. Negative perceptions are highly resistant to change, she shows, because we tend to perceive the world in a way that confirms our negative stereotypes of government—even in the face of new information. Those who hold particularly negative perceptions also begin to “opt out” in favor of private alternatives, such as sending their children to private schools, living in gated communities, and refusing to participate in public health insurance programs. When sufficient numbers of people opt out of public services, the result can be a decline in the objective quality of public provision. In this way, citizens’ beliefs about government can quickly become a self-fulfilling prophecy, with consequences for all. Lerman concludes with practical solutions for how the government might improve its reputation and roll back current efforts to eliminate or privatize even some of the most critical public services.
This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
Book Synopsis The Experience Economy by : B. Joseph Pine
Download or read book The Experience Economy written by B. Joseph Pine and published by Harvard Business Press. This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.
