Archive

Value

The Social Value of Needs: A Fresh Perspective

In our consumer-driven society, we often conflate wanting something with its inherent value. However, when we consider the broader context of social health, a different picture emerges. Let’s explore why prioritising needs over wants could be the key to building a more robust and equitable society.

Understanding the Distinction

Needs: The Bedrock of Social Well-being

Needs encompass the fundamental requirements for human flourishing. These extend far beyond mere survival, incorporating psychological, emotional, and social necessities. Think of Maslow’s hierarchy—security, belonging, self-esteem, and self-actualisation all play crucial roles in our collective welfare.

Wants: The Spice of Life or a Societal Distraction?

Wants, on the other hand, are subjective desires often shaped by personal preferences, marketing, and social pressures. While they can bring joy and drive innovation, an overemphasis on wants can lead to neglect of more crucial societal and individual needs.

The Impact on Social Health

When we shift our focus to valuing needs, several positive outcomes can emerge:

Equitable Resource Distribution

By prioritising essential needs, we create a foundation for more just policies and resource allocation. This approach ensures that the basics—healthcare, education, housing—are accessible to all members of society.

Stronger Communities

Recognising our shared need for social connection can foster community-building initiatives. This, in turn, combats the growing epidemic of loneliness and isolation in modern society.

Sustainable Practices

Valuing long-term environmental needs over short-term consumer wants promotes ecological health and sustainability. It’s about securing a liveable planet for future generations, rather than indulging in momentary gratifications.

Reframing Personal Choices

Consider the humble shoe. While you might not actively desire new footwear, recognising the need for proper shoes—for health, mobility, and social participation—assigns them value from a needs-based perspective. This value exists not just for you, but for society as a whole.

Conclusion: A Call for Collective Responsibility

By expanding our understanding of value beyond individual preferences, wants and desires to encompass collective well-being, we pave the way for a healthier, more equitable society. Is it time to critically examine our value systems and consider their broader impact?

As we navigate this complex terrain, we might choose to challenge ourselves to think beyond immediate wants. By valuing needs—both our own and those of our community—we can contribute to a more robust social fabric, one choice at a time.

Deliver Value by Addressing the Customers’ Crucial Needs

[Tl;Dr: Optimal value to customers means helping them address their active constraint]

The Paradox of Customer Needs

In the context of organisations which develop software, understanding customer needs is paradoxically both straightforward and complex. On the surface, the goal seems clear – create software that meets the expressed requirements and desires of the customer. However, these articulated wants often fail to accurately capture the customer’s genuine, underlying need.

The Theory of Constraints Insight

Eliyahu M. Goldratt’s Theory of Constraints offers a powerful lens through which to view and resolve this paradox. According to Goldratt, at any given time, an organisation faces a single constraint – a bottleneck – that limits its progress toward its goal(s). This constraint represents the pivotal need that, if addressed, would unlock new levels of progress and value for the organisation.

Needs Manifest as Constraints

Through this framework, we can redefine the concept of customer needs in software development: the customer’s crucial need is to identify their current organisational constraint and see it addressed. While customers may articulate a multitude of wants, their fundamental need remains anchored in alleviating the bottleneck that is holding them back from achieving their broader goals.

Continuous Adaptation to Evolving Needs

However, just as individual human needs evolve over time, so too do an organisation’s constraints. As one bottleneck is addressed, a new constraint inevitably emerges, creating a cycle of perpetually evolving needs. This necessitates an iterative, adaptive approach to software development, where efforts are continuously re-aligned to tackle the customer’s current constraint as it shifts.

Fostering Deep Organisational Understanding

To effectively identify and address these pivotal customer needs, a deep understanding of the customer’s organisation is essential. This requires going beyond surface-level requirements gathering and actively engaging with all the Folks That Matter™, observing processes, and immersing oneself in the organisational culture (a.k.a. shared assumptions and beliefs). Only through such immersion can one gain the insights necessary to pinpoint the root constraint and develop targeted solutions.

Delivering Continuous Value

By embracing this perspective – that customer needs manifest as organisational constraints – software development becomes an ongoing journey of value delivery. Each cycle of identifying and addressing the current constraint provides tangible value to the customer, propelling their organisation forward. And as new constraints emerge, the cycle repeats, ensuring that solutions remain relevant, impactful, and aligned with the customer’s evolving needs.

Conclusion

True value in delivering solutions to customers lies in addressing customers’ crucial needs, which are inextricably tied to their in-the-now operational constraints. By adopting a constraint-focused, iterative approach and fostering deep understanding of customers’ needs vis their constraint, solutions can continuously meet customers’ fundamental needs, unlocking new levels of service, customer satisfaction, and mutual success.

Upton Sinclair’s Dictum

The Maxim and Its Intellectual Pedigree

For those unfamiliar with the novelist and polemicist Upton Sinclair, he is perhaps best known for his 1906 novel “The Jungle” which exposed horrific conditions in the meat-packing industry and inspired reforms like the creation of the FDA. But one of Sinclair’s most oft-quoted maxims has lived on as sage advice in fields well beyond its original context of Yellow Journalism and muckraking:

“It is difficult to get a man to understand something when his salary depends upon his not understanding it.”

This pithy statement, now known as Upton Sinclair’s Dictum, echoes the perspective of the English mathematician and philosopher William Kingdon Clifford, who famously declared

“It is wrong always, everywhere, and for anyone, to believe anything upon insufficient evidence.”

thereby making belief an issue of morality, or ethics.

Both Upton Sinclair and William Clifford saw intellectual honesty and a commitment to following evidence over expedience as paramount moral and ethical imperatives.

The Perils of Motivated Reasoning

Sinclair’s dictum cuts to the heart of the conflict of interest that can arise when people are incentivised to ignore uncomfortable truths or turn a blind eye to unethical practices. Over a century later, it remains as relevant as ever – particularly for business leaders and managers charged with enabling collaborative knowledge work.

The Crucible of Knowledge Work

In fields like software development, product design, team coaching, and other collaborative brain (grey muscle) work, the challenges teams face are often wicked problems – complex issues with no clear right answer, where even reasonable people can disagree with each other. Successfully navigating these choppy waters requires the fearless questioning of assumptions and beliefs, a relentless commitment to empiricism over ego, and a culture where all ideas can be rigorously stress-tested rather than self-censored.

Incentives Gone Awry

And yet, how often do we see teams afflicted by an insidious form of willful blindness, where dissenting perspectives are downplayed or dismissed outright in service of binding to already-held beliefs? Perhaps it’s driven by managers’ career incentives being too tightly coupled to delivering on a specific roadmap or revenue target. Maybe it stems from product leaders’ identities being too inextricably bound up with their “billion dollar baby” and thus being emotionally invested in rationalising sunk costs. Or it could simply be the natural tendency toward the comfortable inertia of groupthink.

Embracing Intellectual Honesty

Whatever the root causes, the antidote is the same – cultivating a culture of intellectual honesty, where all the Folks That Matter™ have both the autonomy and the enthusiasm to vocalise doubts and scrutinise lchains of reasoning, assumptions and beliefs. Where no stone goes unturned in interrogating the fundamental assumptions underlying key decisions. Where Value at Risk* queries are not only tolerated but actively encouraged as a check against blind spots and biases.

Fostering this boundary-less ethos of truth-seeking is a significant challenge facing modern knowledge-work leaders. But by striving to live up to the spirit of Sinclair’s admonition, we give ourselves the best chance of circumventing the self-deceptions and rationalisations that can otherwise send initiatives careening toward ruinous failures.

Heeding History’s Warnings

Time and again, history’s cautionary tales have proved the adage that “in a battle of conviction against conventional wisdom, conventional wisdom has largely prevailed.” That’s why embracing Sinclair’s Dictum is so vital. For only by creating an environment where people can transcend their vested interests and follow the truth wherever it leads can we hope to part the veils of entrenched assumptions and beliefs.

 


*”Value at risk queries” refers to the practice of actively questioning and scrutinising decisions, plans, or initiatives to assess the potential downsides, risks, and costs if things go wrong.

The term is taken from the financial concept of “value at risk” (VaR), which is a risk measurement and management method used to estimate the potential losses an investment or portfolio could face over a given time period.

Here, “value at risk queries” means rigorously examining the value potentially put at risk by a course of action – whether that value is financial, reputational, opportunity costs, or other key metrics important to the organisation.

Some examples of value at risk queries include:

  • What is the worst-case scenario if this product fails to gain market traction?
  • Have we fully stress-tested the assumptions around customer adoption rates?
  • To what regulatory or compliance risks are we potentially exposing ourselves?
  • How much technical debt and future constraints are we incurring with this architecture?
  • Are we missing any significant blind spots in our competitive analysis?

Instead of shutting down or dismissing these tough “what if?” questions, organisations might choose to actively encourage and support value at risk queries. This helps surface potential blind spots and provides a check against overly optimistic planning or narrow frames of reference.

In essence, value at risk queries apply rigorous risk management thinking as an antidote to groupthink and comfortable consensus-building. They stress-test initiatives before making irreversible commitments.

The True Beauty of Software: Serving Human Needs

“Beauty is only skin deep, but ugly goes clear to the bone.”

~ Thomas Overbury

When pondering what constitutes beautiful software, we might choose to look beyond the mere lines of code on the screen. For genuine beauty in software arises not from technical excellence, but from the extent to which it genuinely serves and aligns with the needs of human beings.

A Deeper Beauty

On the surface, we may admire software having clean, elegant code structure, adhering to best practices and exhibiting visual appeal. But the ancient philosophers taught that true beauty must run deeper than superficial appearances. For software, this deeper beauty emanates from how effectively it enhances human capabilities and experiences in the real world.

Power to Elevate

Well-designed software represents the harmonious weaving of digital capabilities with human need. Just as great art inspires by achieving a personal expression of universal themes, so does beautiful software illuminate core human needs through its delivery of cohesive, purposeful functionality. It allows us to appreciate software’s power to elevate and augment our existence.

Like the Romantic poets extolled, beautiful software can facilitate a transcendent union with something greater than ourselves. When developing with insight into human needs, programmers experience a state of flow, bridging the worlds of bits and people until there is no division between the created software and those it benefits. We become co-creators, using our skills to help bring into being solutions which empower.

Resonant

At the same time, beautiful software must resonate with the depth of human experience. As Buddhist wisdom teaches, true beauty arises through mindfulness, ethical conduct, and pacification of the ego. In beautiful software, we find the development team’s consciousness – their thoughtfulness in attending to folks’ needs, their restraint in avoiding the unneeded, their core values embodied in the system’s behaviours.

Inner Light

Moreover, beautiful software exhibits an inner light not of technical correctness, but of purpose – solving real human needs with clarity and compassion. Its beauty transcends being well-crafted to also being virtuous, ethical and generous in spirit. For its core purpose is selfless service to humanity.

Conclusion

So while we may appreciate the external trappings of high-quality software, true beauty runs deeper – into how well it elevates human potential and adapts seamlessly into the real needs of peoples’ lives. For therein lies the highest achievement, to create not just products, but solutions that illuminate, attend to, and empower the human condition.

Quintessential Product Development 

In my most recent book “Quintessence” I map out the details of what makes for highly effective software development organisations.

As fas as software development organisations are concerned, it’s a bit of a moot point – as software is generally something to be avoided, rather than sought (see also: #NoSoftware).

“The way you get programmer productivity is by eliminating lines of code you have to write. The line of code that’s the fastest to write, that never breaks, that doesn’t need maintenance, is the line you never had to write.”

~ Steve Jobs 

Foundational Concepts

There are just a few complementary concepts that mark out the quintessential product development company. These are:

  • Whole Product.
  • Systematic Product Management.
  • Whole Organisation (systems thinking).

Whole Product

The quintessential product development organisation embraces the concept of “whole product”. Which is to say, these organisations emphasise the need to have every element of a product i.e. core product elements plus a range of “intangibles” – everything that is needed for the customer to have a compelling reason to buy (Mckenna 1986).

Systematic Product Management

Quintessential product development organisations take a systematic approach to flowing new product ideas and features through a number of stages – often in parallel (Ward 1999) – to predictably arrive at a successful new product in the market:

  • Inception – spotting a gap in the market, a.k.a. some (potential customer) needs going unmet, interesting enough to do some discovery.
  • Discovery – uncovering and proving the real needs of customers, the things they value, the likely usability of possible solutions, the feasibility of meeting everyone’s needs, and the viability of a product as a means to these ends. In essence, the key risks facing the proposed product. 
  • Implementation – building a whole product solution, i.e. both core elements and “intangibles”.
  • Launch – Placing the product on sale (or otherwise making it available to customers).
  • Feedback – Seeing how the market responds.
  • Pivot or Augmentation – Acting on feedback to either reposition the solution (in response to unfavourable feedback) or to incrementally update / extend the “whole product” offering to continually strengthen the product’s value proposition and appeal.
  • Cash Cow – Reap the commercial rewards of a strong product and market share.
  • Sunsetting – Wind down the product in a way that meets the ongoing needs of all the Folks That Matter™️ (e.g. continued support, spare parts, etc.; easing customers’ transition to newer products; etc.). 

Whole Organisation

It’s common for organisations to think in terms of silos. A Product Management or Product Development silo being but one more silo in a long and ever-lengthening list. 

In the quintessential organisation, the whole organisation is geared around – amongst other things – the task of regularly and predictably getting new products and new product features/updates out the door and into the hands of customers. In the longer term, new products are the life blood of most organisations, especially in the technology industries.

We only have to look e.g. Toyota and their TPDS (Toyota Product Development System) to see both an example of how this works in practice, and the huge benefits of the whole-organisation approach.

Quintessential product development organisations embrace a range of progressive ideas such as Prod•gnosis and Flow•gnosis.

– Bob

Further Reading

Marshall, R.W. (2013). Product Aikido. [online] Think Different Available at: https://flowchainsensei.wordpress.com/wp-content/uploads/2013/04/productaikido041016.pdf [Accessed 13 Jan. 2022].

Mckenna, R. (1986). The Regis Touch: New Marketing Strategies for Uncertain Times. Reading, Mass.: Addison-Wesley Pub. Co.

Perri, M. (2019). Escaping The Build Trap: How Effective Product Management Creates Real Value. O’Reilly.

Ward, A.C. (1999). Toyota’s Principles of Set-Based Concurrent Engineering. [online] MIT Sloan Management Review. Available at: https://sloanreview.mit.edu/article/toyotas-principles-of-setbased-concurrent-engineering/. [Accessed 13 Jan. 2022].

Ignorance knows not the value of knowledge.

In case you missed it:

Eight Ways Customer Value is Killing Your Business