Complex adaptive systems

The simplest of services are complex, adaptive, and systems. Services are systems because several parts work together to produce an effect that’s different from what each part can produce on its own. Performance and affordance are how elements of demand and supply co-produce the dual effect of outcome and experience. In services, demand is the environment for supply. Supply is the environment for demand. Therefore, services are adaptive because demand and supply adapt to changes in each other. Services are complex because the parts respond to changes in a nonlinear fashion through the feedback loops connecting the two sides. The behavioral responses are nonlinear due to the bounded rationality of people and the intangibility of their things.

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TL;DR I can audit the design of a service to prevent or predict systemic failure, using a proprietary method called 16F I make intractable problems, tractable by reframing them. I then design solutions that won't create problems elsewhere, now or in the future. The solutions are in the form of services. I focus on system-level structures that give meaning and purpose to the design of lower-level constructs such as processes, interfaces, and interactions. I've spent the last 10 years obsessed with the questions: What are services? Why do they fail? Why do they exist? I'm now writing a book. Design is my dogma. Curiosity is my doctrine. Industrial engineering is my discipline. @mxiqbal

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