Do you think that wasting $150 000 000 of your clients money is ok or have you heard of any companies that does that and get away with it (that are not lawyers)?
Chances are that you are doing business with one of them. But lets start from the beginning here and I’ll get to the $150 million in a while.
This year we got a new time report system at work, and as usual it’s a mess. There is a user experience here but only of confusion and annoyance. A couple of hideous problems I spotted in just a few minutes of use were:
- In this system we are forced to use an arcane time code for each report period. The crypto looks like 208522. If you decipher it you get 2008, 52 and the last is 1 or 2 depending on if it it's the first or second month in that week (when the month is shifting). This is just ridicules, we have been using the roman calendar for a couple of thousands years. The porting period calendar code is not logical for any user (not even the developer).
- For each cell we have to use codes, and to find out what codes to use a modal JavaScript dialog is presented where you can do a search that lists a few projects and their code. Each time it takes 3-4 clicks to enter the correct codes. But in this system you have project codes, activities codes, customers codes, account codes, etc.
So how about the numbers then? Well, just the two problems on top here will keep on eating up a couple of minutes each day. Our company size is around 150 people so this mean about 600 hours lost each year. I have no idea how many users the system has, but they claim that 2 600 companies are using their system. Taking our company as an average company is at least a start so lets use that figure. This adds up to 1.5 million hours. With an hourly rate around $100 you get $150 000 000 every single year down the drain.
So what gives them the right to cost their client so much? Is it that they have especially lazy developers or did they really think they could come up with a better calendar. Actually, the truth is that there are many more time report systems out there and I haven’t came across a single one that’s much better and a few that are even worse. This micros study of mine revealed a few common facts on time reports:
- All the reporting systems spring from the economic context. In that context we are often thrown back to entering long rows of numerical data. Codes may make sense in this context as they speed up the entry on a numeric key-pad.
- The next problem is that they try to solve time reporting for everyone. The average user will not need to list 300 clients to find the right one even if the company might have all those clients. You don’t have a gigantic hierarchy of projects, tasks and activities. Actually, if you have demand that fine grained control of every hour you are probably wasting your clients and employees time and money.
- The users of the system do not share the context of time reporting. A small group of users are using as one of their main tool, they might want codes and shortcuts as it can speed up their work. But the biggest user group are probably the ones that report into the system. They might use it one time a day on that occasion they don’t want to waste time on searching for codes.
Actually the solution to some of these issues are quite simple but that doesn’t mean it’s simple to implement. But to start with they could at least get to know their users, and by users I don’t mean customers.
The system will have to be created with a dual view, of course it has to support the the ones that are using the reported time for calculation, planning and business. But there is not a contradiction in supporting the other bigger user group here, the ones that has to enter data. If the overhead for entering my time were just a minute or two a day instead of 10-15, I might not be that annoyed. I could use their system instead of the simple app in my iPhone that keeps track of my projects and how much time I spend on each.
And for the two problems found in our current system there are two super simple solutions that I give away for free.
- Let me use the calendar i know and use (you know the one that starts with January and ends with December)
- Provide me with incrementally searchable dropdowns with real projects and activities names – not the damn codes.
Ah well, I should probably report that time from last week instead of writing up this rant. And I really hope my company will not just lose money on the system, but save a dime or two on the reports and invoices that it produces.
// Håkan Reis