Estimated reading time: 8 minutes

You are not alone!

On top of the overall global IT skill shortage, many IT departments need to do more with less. IDC predicts 90% of organizations will feel the pain of the IT skills crisis by 2026.

Most IT departments struggle because they do not apply the PPT – The “People, Process, Technology” framework.

The middle piece of the PPT, Process, is ALWAYS the hardest. However, fortunately, it’s also one of the easiest to solve. The answer is documentation. That’s right, documenting the process. That pain-in-the-ass, not-sexy thing, that no one wants to do. Relatively speaking, it is easy to hire people and I know skilled resources are becoming a challenge (Ridegell can help with that as well), and technology can be purchased. But processes must be understood, flushed out, and documented.

For over 25 years, I’ve seen this more and more again. Processes are not existing, outdated, undocumented, or simply ignored. As a result, organizations spend large amounts of money and time, on “the fix” – more people, outsourcing services, or a new tool. Then within a year, they wonder why it “doesn’t work” or why the implementation is taking so long and has gone over budget.

The challenge is finding time to document the processes.

“People, Process, Technology” is a widely recognized framework that emphasizes the importance of three key elements in achieving organizational success.

There is a fundamental reason why “process” is at the core. As alluded to earlier, you can have employees (people) and software tools (technology), but without the documented and known process, these elements become very inefficient and costly, very fast.

The “People, Process, Technology” framework underscores the interdependence and synergy among these three elements. Success often relies on striking the right balance and alignment between people, processes, and technology. For instance, having the right technology can empower people to execute processes more efficiently, while well-defined processes can ensure that technology is utilized effectively to achieve desired outcomes. Additionally, engaged and skilled employees are better equipped to leverage technology and optimize processes to drive organizational success.

People, Process, Technology” (PPT) framework

For those of you not familiar with the “People, Process, Technology” (PPT) framework, here’s a brief breakdown of each component:

1. People: People are the most valuable asset in any organization. They bring skills, knowledge, creativity, and dedication to the table. In the context of the framework, “People” highlights the significance of having the right talent, nurturing a positive organizational culture, and empowering employees to contribute effectively to the organization’s goals. This involves aspects such as training and development, leadership, teamwork, communication, and employee engagement.
2. Process: Processes represent the structured methods and procedures that organizations use to carry out their activities and achieve their objectives efficiently and effectively. Process optimization involves analyzing, designing, implementing, and monitoring workflows to improve productivity, quality, and consistency. This includes standardizing procedures, identifying bottlenecks, streamlining workflows, and implementing best practices. Processes ensure that work is carried out in a systematic and repeatable manner, leading to better outcomes and customer satisfaction.
3. Technology: Technology refers to the tools, systems, and infrastructure that organizations leverage to support their operations and enhance their capabilities. This encompasses hardware, software, networks, data, and digital platforms. Technology plays a crucial role in automating tasks, facilitating communication and collaboration, gathering and analyzing data, enabling innovation, and enhancing customer experiences. The strategic adoption and integration of appropriate technologies can significantly boost efficiency, agility, and competitiveness.

So is the PPT framework just BS? Well, it depends. If implemented and correctly deployed within an organization, it can be extremely useful and powerful. That’s RIGHT, Processes are Powerful!

It’s the power of process!

The power of process lies in its ability to bring structure and streamline tasks, increase efficiency, and ensure consistency across a variety of tasks and operations. This not only applies to the IT department but to the whole organization. Processes provide a structured approach to completing tasks or achieving goals, guiding individuals or teams through a series of steps designed to produce desired outcomes. Keeping current on your organization’s process can aid with modernizing the business. This can pay dividends when considering or investing in digital transformation activities.

A few key aspects of why the process is powerful:

1. Efficiency: Processes define a set of steps to be followed to achieve a specific outcome. When designed well, they streamline workflows, reduce wasted time and resources, and optimize productivity.
2. Consistency: By following a defined process, you ensure that tasks are completed consistently each time. This consistency leads to predictable outcomes and higher-quality results.
3. Scalability: Processes can be scaled up or down to accommodate changes in workload or business growth. When a process is well-documented and understood, it’s easier to replicate and adapt as needed.
4. Risk Management: Processes often include checks and balances that help identify and mitigate risks. By following established procedures, you can reduce errors, avoid costly mistakes, and ensure compliance with regulations.
5. Continuous Improvement: Processes provide a framework for ongoing evaluation and optimization. By regularly reviewing and refining processes, you can identify areas for improvement and implement changes to enhance efficiency and effectiveness.

Some additional benefits of processes are Quality Assurance and Empowerment.

Ultimately, the power of process lies in its ability to bring order to complexity, drive performance, and enable organizations to achieve their goals more effectively.

Toyota’s success demonstrates an excellent real-life example of the PPT framework. Toyota has demonstrated how a people-centered approach can lead to remarkable success in operational efficiency and productivity, by realizing the importance of their employees and their expertise. The PPT framework played a particularly crucial role in driving organizational success.

Processes are often defined as the structured series of actions or steps taken to achieve a particular end. So, it is not surprising that the efficiency and adaptability of an organization are often underpinned by its processes.

This is why it is so critically important to understand your organization’s processes BEFORE implementing any technology. And it has never been more relevant than it is today, because of AI. Many organizations are looking into or have already started the AI journey. Unfortunately, many of these will fail or abandon this journey, citing that AI is too complicated, too complex, or “not a fit” for our business. While for some, this will be true, however for most it will be simply a lack of process maturity.  According to an insight report from Accenture, the majority uptick in AI is in the automotive and fast-food industry. Why? Because their processes are defined and are at the core of their business operations, not to mention their data is streamlined in most cases.

“One food delivery service uses deep learning to guide drivers to the best delivery routes. AI models analyze more than 2,000 variables, from the latest food ordering trends to traffic conditions, to make real-time recommendations.”

Hence, why I cannot stress enough the importance of understanding, documenting, and updating processes.

Now, with all that said, don’t get me wrong. People are still, undeniably the core of any successful business, the processes that your business creates, and implements should be of equal importance. When working within the PPT framework, well-defined processes are crucial for effectively integrating human talent with technological capabilities, thereby driving optimal outcomes.

As Josh Brown, from helpjuice notes, “Processes are more than just a workflow; they are the backbone that defines how an organization functions. A clear and adaptable process design often encapsulated in standard operating procedures (SOPs), ensures that every task is performed with consistency and efficiency, maintaining quality across all levels of the organization.”

Set It and Forget It? Not Really!

Sustainability is crucial to provide stable and successful business operations. Hence, to ensure sustained efficiency, processes must continuously evolve. But more importantly, organizations must allow the processes to evolve. And that requires work!

It requires regular monitoring and feedback from those directly involved. By measuring process effectiveness through established metrics and adapting to feedback, organizations can maintain their operational efficiency and effectiveness, thus creating a dynamic where processes are not static but dynamic drivers of success.

Actionable Advice and Takeaways

• Begin to document: Write it down. No matter how small or limited in detail, starting to document is the hardest part. Even a small portion of the overall process, or simply documenting the stakeholders of that process is a win.

• Implement and Regularly Update: Ensure that your Processes (and eventually your Standard Operating Procedures) are not only well-documented but also regularly updated to reflect current best practices and changes in the business environment.

• Engage in Continuous Business Process Reengineering: Adopt a culture of continuous improvement by regularly evaluating and redesigning business processes. Use methods like flowcharting to visualize current processes and identify inefficiencies.

• Leverage Technology for Process Automation: Conduct a thorough analysis to identify processes that can be automated, focusing on those that are time-consuming and prone to human error. Implement automation tools like robotic process automation (RPA) to streamline these tasks.

• Monitor and Respond to Feedback: Create mechanisms for regular process monitoring and feedback collection, such as surveys, suggestion boxes, or digital feedback tools.

• Measure Process Performance: Establish clear, quantifiable metrics to assess the effectiveness of processes. This could include measures like turnaround time, error rates, or customer satisfaction scores.

Are you or your team feeling overwhelmed? Not sure when to start? Ridegell Consulting can help. We can assist with showing you where to start or how to take the next step. We can also assist with process documentation.