Managing Business Complexity

One of the major drivers of cost in implementing computer systems is complexity. The common intuitive notions of complexity often give us a misleading sense of how complicated a particular implementation is. For instance, level of detail presented, degree of abstraction, and degree of subject matter expertise all affect our perception. Attempts to minimize complexity frequently are misguided and lead to more complexity, rather than less. A basic understanding of the properties of systems provides us with better ways of characterizing their complexity. When talking to non-technical people, we frequently do things that result in added complexity because we do not realize how our audience perceives what we are saying and doing. Knowledge of these factors allows us to do a more effective job of keeping costs and expectations under control.

This presentation covers the following topics:

• How intuitive notions of complexity lead us astray
• A system model that explains complexity
• A definition of complexity based on the model
• Differences between technical and non-technical people
• Suggestions on how to convey the right message