Software solutions should reduce the complexity that we are “exposed to.” When it all boils down, that is the expectation; that is the sales pitch; it is the input to the ROT (Return-On-Investment) calculation. They should hide the complexity and repetition from your staff, increasing efficiency and accuracy.

Often, initially, that is what it looks like. As things progress though, the underlying complexity is often revealed again causing all sorts of problems that kill the value of the project. Sometimes these issues can even imperil an organization’s ability to function, because what was a ‘difficult process’ has now become impossible. (more…)