People, Processes, and Systems: The Foundations of Success

Have you ever tried to optimise a system only to discover later that the root cause of the issue wasn’t the system itself? Time and again, I’ve found that the most common mistakes businesses make aren’t due to bad tools—they stem from misaligned people and unclear processes. This is why every engagement I undertake, regardless of the end goal, starts with one guiding principle: All businesses run on three core elements—people, processes, and systems—in that order and aligning them is the key to success.

This structured approach isn’t just practical; it’s essential. Let me explain why.

Step 1: People – The Heart of the Organisation

The first step is understanding who does what in the business. What roles exist? How many people are involved? And most importantly, how do these roles interact?

One recurring challenge I’ve encountered is the breakdown in handover processes between departments. For example, the handoff from marketing to sales or from sales to operations is where critical information, time, and momentum are often lost. It’s not that the teams don’t care—it’s that the handover isn’t clearly defined or executed.

These gaps result in:

• Misaligned expectations
• Delayed timelines
• Duplication of effort

That’s why our first focus is always clarity: ensuring every individual understands their role and how it connects to the wider business. Without this foundation, even the most sophisticated systems will fail.

Step 2: Processes – The Backbone of Execution

Once we’ve aligned on people, we turn to processes. Contrary to popular belief, a process isn’t complicated—it’s simply the series of steps we take to execute tasks. Yet, it’s amazing how often businesses operate on assumptions about their processes rather than reality.

Here’s how we tackle this:

1. Map the True Process: Using tools like the “Making Toast” exercise, we get everyone in the room to visually map out what actually happens, step by step.
2. Identify Pain Points: Together, we pinpoint inefficiencies, bottlenecks, or steps that are unclear. This is especially true when multiple teams are involved.
3. Redesign the Process: With collaboration, we redefine how the process should work to eliminate issues and improve alignment. By doing this together, all stakeholders inherently buy in to the new optimised process.
4. Implement and Enhance the Process: Finally, we ensure everyone is trained and equipped to follow the improved process. Testing it out and making changes to get the desired results.

A solid process creates clarity and consistency. Without it, any attempt to optimise with technology will fall apart.

Step 3: Systems – Tools to Enhance, Not Define

Only after the people and processes are aligned do we turn to systems. This is the step most businesses want to jump to first, but here’s the truth: implementing a new system on top of unclear processes or misaligned teams is a recipe for frustration and failure.

Once the groundwork is in place, we can assess:

• What systems are best suited to the needs of the business.
• How these systems can be implemented to enhance efficiency and scalability.
• Where automation can deliver meaningful value.

By following this order, we build systems that are fit-for-purpose, scalable, and truly support the people and processes already working in harmony.

Why This Matters

This three-step approach ensures we tackle the real issues first. It’s been proven time and again in my work with clients. By addressing people and processes before jumping into technology, we:

• Deliver results faster and more effectively.
• Create sustainable solutions that adapt as businesses grow.
• Avoid the costly mistake of relying on systems to solve people or process problems.

How does your organisation approach the balance of people, processes, and systems? Are you confident your team is aligned and your processes clear before you focus on technology? Share your experiences or challenges—I’d love to hear your thoughts.