What is it about enterprise applications that makes them suck?
I mean, have you ever seen someone write 1,500 words about how much they love their corporate expense reporting system? Or spend their free time mashing up the job posting system together with Google maps? Of course not. But why not?
There’s a quality about some software that inspires love in their users, and it’s totally devoid in enterprise software. The best you can ever say about enterprise software is when it doesn’t get in the way of the business. At it’s worst, enterprise software creates more work than it automates.
For example, in my company, we’ve got a personnel management tool that’s so unpredictable that every admin in the company keeps his or her own spreadsheet of requests that have been entered. They have to do that because the system itself randomly eats input, drops requests, or silently trashes forms. It’s not a training problem, it’s just lousy software.
We’ve got a time-tracking system that has a feature where an employee can enter in a vacation request. There’s a little workflow triggered to have the supervisor approve the vacation request. I’ve seen it used inside two groups. In both cases, the employee negotiates the leave request via email then enters it into the time tracking system. I know several people who use Travelocity to find their flights before they log in to our corporate travel system. And you wouldn’t even believe how hard our sales force automation system it compared to Salesforce.com.
Way back in 1937, Ronald Coase elaborated his theory about why corporations exist. He said that a firm’s boundaries should be drawn so as to minimize transaction costs… search and information costs, bargaining costs, and cost of policing behavior. By almost every measure, then, external systems offer lower transaction costs than internal ones. No wonder some people think IT doesn’t matter.
If the best you can do is not mess up a nondifferentiating function like personnel management, it’s tough to claim that IT can be a competitive advantage. So, again I’ll ask, why?
I think there are exactly four reasons that internal corporate systems are so unloved and unlovable.
1. The serve their corporate overlords, not their users.
This is simple. Corporate systems are built according to what analysts believe will make the company more efficient. Unfortunately, this too often falls prey to penny-wise-pound-foolish decisions that micro-optimize costs while suboptimizing the overall value stream. Optimizing one person’s job with a system that creates more work for a number of other people doesn’t do any good for the company as a whole.
2. They only do gray-suited, stolidly conservative things.
Corporate IM now looks like an obvious idea, but messaging started frivolously. It was blocked, prohibited, and firewalled. In 1990, who would have spent precious capital on something to let cubicle-dwellers ask each other what they were doing for lunch? As it turns out, a few companies were on the leading edge of that wave, but their illicit communications were done in spite of IT. How many companies would build something to "Create Breakthrough Products Through Collaborative Play?"
3. They have captive audiences.
If your company has six purchasing systems, that’s a problem. If you have a choice of six online stores, that’s competition.
4. They lack "give-a-shitness".
I think this one matters most of all. Commerce sites, Web 2.0 startups, IM networks… the software that people love was created by people who love it, too. It’s either their ticket to F-U money, it’s their brainchild, or it’s their livelihood. The people who build those systems live with them for a long time, often years. They have reason to care about the design and about keeping the thing alive.
This is also why, once acquired, startups often lose their luster. The founders get their big check and cash out. The barnstormers that poured their passion into it discover they don’t like being assimilated and drift away.
Architects, designers, and developers of corporate systems usually have little or no voice in what gets built, or how, or why. (Imagine the average IT department meeting where one developer says this system really ought to be built using Scala and Lift.) The don’t sign on, they get assigned. I know that individual developers do care passionately about their work, but usually have no way to really make a difference.
The net result is that corporate software is software that nobody gives a shit about: not it’s creators, not it’s investors, and not it’s users.