“We want one version of the truth!”
If I had a pound for every time I’ve heard this expression… well, I’d have a few quid.
I’ve got a lot of experience in systems change projects, and this issue is something that comes up a lot.
As I explored in one of my very first blog posts, it’s always worth challenging yourself if you think you need a new system. Your problems might not be caused by the system; and the answer may not lie in a new one.
What do we mean by One Version Of The Truth?
When people complain about there being multiple versions of the truth, this usually manifests as follows: different areas of the business are keeping manual spreadsheets or other records to report or keep track of progress. This is despite there being some kind of central accounting system (or customer system, or EPOS, etc etc.)
Cue arguments at senior manager level. “Our spend per visitor is down by x %”. “Well, I think it’s down by y%”.
So the cry goes up – “We need One Version of the Truth”.
And enter various software sales folk, who will tell you that their solution will fix this.
However, without unpicking the reasons why manual spreadsheets exist, the solution is likely to fail.
How do we end up with Multiple Versions Of The Truth?
In my experience, there are three main reasons for teams keeping their own records;
(1) Centralised information is too slow for the user’s needs;
(2) It’s not at the required level of granularity; and/or
(3) Users don’t trust the accuracy of it as it’s different from what they think it should be.
The trouble is, system owners (often finance teams) can be unaware of these user needs – or worse, dismissive. Particularly the last point.
When I started out in finance teams I used to be really stubborn about the finance numbers being right and everything that doesn’t agree is wrong.
Up to a point that might be true – in theory numbers from an accounting system have more controls over them. We have a double entry book-keeping system. We have bank reconciliations. We literally have the receipts.
But when you start to really examine the detail, you realise it is in fact perfectly possible to have two or more versions of the truth – and for them all to be true. Whether it’s as simple as looking at numbers gross or net of VAT, or the difference between unique and total customers or beneficiaries – there are lots of reasons for numbers to be different across the business.
User needs evolve; new spreadsheets emerge
Implementing a new system without understanding all the truths that are out there will not get you any closer to the legendary One Version Of the Truth.
In large organisations, you might call this a Data Governance problem or strategy. There needs to be agreed and clear ownership of the organisation’s key metrics, from origination through to report. There also needs to be an understanding of who else uses and depends on those data sources.
This isn’t something that you do once and forget about, either. New user needs emerge, new manual spreadsheets pop up.
The solution is not to fight them but learn from them.
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