Measurable Success – Development Philosophy Part 2

As I discussed in my previous post, when we start a project at Phase 2, we always start by looking at the people involved. We look at the different constituents, both internal and external to the organization, what each wants and needs as well as the current problems each face. After we understand what particular groups of people are looking for, we ask the tough but essential business question: If the goals are met and the problems are solved, how does it positively affect the organization’s bottom line and/or mission? What is the measurable success the business will see upon the successful implementation of the software system? This question is so essential to a successful software project it sends my stomach in knots when I think about how often it doesn’t even get discussed. It’s easy, especially for technologists, to fall to the temptation of justifying software just because it’s cool, it seems needed or someone else is using it. It is equally tempting for businesses to reject software recommendations because it seems too expensive, too new or because the benefits aren’t clear. Technologically impressive but ineffective software doesn’t make for good business partnerships but, neither does unimaginative software that misses opportunities for real innovation. In our information age, businesses large and small need great software partners to survive.

The only way to manage a great partnership is to create win/win situations, which is patently impossible if there is not a deep understanding of how each component in a software project will impact the bottom line success of an organization. Clear measures of success, or MOS, provide a common language between a business and their software development partner, help to justify innovation and facilitate long-term relationships by providing quantifiable return on investment.

Creating common language is often difficult between business partners, but is particularly challenging between businesses and their software partners. The intangible nature of software and the obscurity about how it’s created adds tremendous difficulty to the communication. Here’s a real life example: We developed an application for a directional drilling company that helps them manage their drilling process. During the life cycle of the project we discovered that a single job could have multiple drilling paths or tracks instead of just one. This seems like and easy fix, just add another track, but to make the change required substantial revisions to the software. Conversely, things that seem difficult are often easy. On a different project we were asked to add a seemingly complex calculation to a list of items. While this seemed complex to the client it was actually rather easy to implement. Similar situations happen on nearly every software project. In most cases the obscurity of how software works creates a large communication and understanding barrier between a business and its software partner. The common language of Measures Of Success is the key to overcoming this barrier. If we frame our above examples in the language of MOS it will look more like this: obscure software situation A will cost X dollars and benefit the organization in Y ways. That’s an easy decision of any businessperson to make.

The MOS language also allows software developers to justify key, high impact innovations. Smarter, faster, more usable, more elegant, etc. are usually expensive, often prohibitively so for many businesses. Software that is 85% of the way to what a business is looking for but 200% cheaper is normally good enough to go with. The problem is that most software developers are artists at heart; we are in the business to add new and innovative solutions to the world. Getting 85% of the way to an elegant solution is disheartening and all to often we are right to feel discouraged. While an 85% solution based on a budget may run the business just fine, that budget is more often then not, built without a technology imagination that envisions the impact of innovation. Great software partners live in a world shaped by the results of innovations, we are often first movers and adopters of technology that actually changes how we play, work, communicate and even think. 85% doesn’t change the world and we understand this intimately. Fluently speaking the language of MOS allows a developer to help a business owner imagine and then calculate the impact real, but perhaps seemingly expensive, innovations will have on his/her business. This gives software developers the opportunity to create real innovation for their clients.

Finally, speaking MOS brings the opportunity to strengthen the partnership by creating a structure which creates a clear picture of the return on investment of a software project or component. The quickest way for a relationship to turn sour is when one partner or the other perceives real or imagined inequity. A partnership with a software company deteriorates quickly when a project is near to or over budget and there was no clear expectation of the ROI for the project or the components. While 20% over budget on a highly valuable component of a project isn’t critical, that same 20% over budget on a feature that will have little impact on the business becomes a big problem. Without a clear statement about the return on investment of each component in a project it is impossible to make these critical decisions until it’s too late and the relationship is in trouble. Measurable success allows ROI to easily be defined before a line of code is written, making it clear how to prioritize a project.

Defining and fluently speaking the language of MOS is critical to a successful software project and in developing long-term partnerships between a business and a software development partner. It’s one of our required steps and has been a key to our success in the very difficult business of improving our clients’ businesses.