Wrench in the System

Book excerpt: WRENCH IN THE SYSTEM Why business software doesn't work—and how to fix it Every year, businesses waste billions of dollars on information technology that doesn't communicate clearly with the people who use it. This fundamental flaw causes errors and delays, lowers profits, and can even endanger lives. In this groundbreaking book, technology designer Harold Hambrose shows executives and managers how to turn underperforming digital assets into powerhouse systems—how to specify small changes that dramatically boost productivity, how to reduce training costs, and how to ask vendors the right questions. Wrench in the System reveals: Why so many of our essential software systems are needlessly confusing How to make low-cost changes that provide direct, measurable benefits The hidden costs of forcing people to adapt to clumsy electronic tools The secrets of matching software to the needs of the company How to leverage the power of technology for innovation Information technology is still in its adolescence, and Hambrose explains that because the industry has grown so quickly, it's still in an awkward phase. Software manufacturers have been in such a rush to add new features that they haven't paid enough attention to the human beings who use their products. Most software systems are built to fulfill business requirements and technical specifications, but often they fail to meet expectations because they aren't designed to anticipate human needs. As a result, much of our most powerful business software is ineffective and underutilized. With compelling case histories and an engaging narrative, Hambrose exposes popular nonsense about software systems and shows how to evaluate them and measure their performance just as we do every other product. This timely book by an industry insider tells decision makers what they need to know to un-lock the full potential of one of their biggest business investments.