THE MYTH OF THE IMPOSSIBLE TRIANGLE
Tuesday, November 29th, 2005
One of the key business lessons I learned many years ago was the myth of the Impossible Triangle.
In a nutshell, the Impossible Triangle stands for the fact that you cannot have professional services delivered cheap, fast and good. At any one time, only two sides of the triangle can exist together. You can have services delivered cheap and fast, but do not expect good. Good takes more time, resources and expertise, and they cost money. Hence, fast and good service is possible, but only with enough money paying for it. Finally, you can have services that are cheap and good, but you sure will not get it fast. Less money gets you less priority and less supporting resources.
No matter how much one may want to argue against this, in the arena of professional services the Impossible Triangle holds steadfast and true. Unlike the manufacturing and retailing of physical goods or software, professional services are hardly scalable. Yes, you will have your best practices, efficiencies afforded by experience and technology, and so on. However, professional services, be it legal, accounting, advertising or interactive, are basically warm bodies business. To do more work, to do it faster, you need more bodies. More bodies cost more money. If you want top-notch input and expertise, then someone has to pay more salaries for these high-flyers.
This reality leads to a real serious problem for solutions services in Singapore. Due to the small market size here, high margins (or high expertise) services are harder to “justify” because the cost cannot be spread over more consumer or product units. Hence, it is no surprise that the better professional services companies in Singapore tend to work with multi-nationals with regional or global businesses.
Coming back to the Impossible Triangle, clients demand it but reality pre-empts it. My advice is, the next time your professional service company says that it can do it cheap, fast and good, take it with a pinch of salt. Either the company is lying, deluding itself, or it will go broke trying. There is no point in pushing your service agency or company to acquiesce with a demand for the impossible. Something has to give. Oftentimes, it is the very quality of the solution or services that you get.
So, it is up to the company engaging external professional services to make the necessary decision: Do you want it fast and good, cheap and fast, or good and cheap? For sure, you will not get it cheap, fast and good.