People, process, and knowledge are three core elements that organizations use to improve operational efficiencies, enable high-performing teams, and maximize productivity.
With APQC’s 2023 Conference approaching, we asked some of our conference presenters how people, process, and knowledge overlap, why it’s crucial for all three to work together, and how technology, when used in conjunction with each one, can support good strategy. Their answers provided sound insights while following a common theme—it all comes down to balance. Organizations must align people, process, and knowledge with their vision and mission, integrate each in a way that enhances performance, utilize technology as an enabler and not a “doer,” and above all else, place people at the heart of it all.
Integration and Alignment
Jason Drake with Tate and Lyle states, “I believe one of the strongest places that people, process, and knowledge overlap is where vision and purpose intersect with action.” An organization’s vision and purpose should act as the north star aligning every part of the business; and for business to run efficiently, all three need to be aligned and integrated. This, however, is a delicate balance. As Drake goes on to caution, “all three are bound and can inhibit or enhance the performance of the other.” Tamara Viles with Technip FMC adds that, “people, process, and knowledge form the intersection of where work gets done and each is crucial. If you sacrifice one of the others, you will get confusion, chaos, sloth-paced progress, or all three.”
View Technology as an Enabler, Not the Solution
While it is true that technology is essential in enabling workflows, creating efficiencies, and facilitating knowledge sharing, it cannot be looked at as the motivator or focus for changes in processes or behavior. Strategy and “the value you’re trying to create or receive” should be what guides you according to Gregg Turcotte of TechnipFMC. Although organizations utilize technology platforms with processes already built in, Turcotte emphasizes that “you have to have the appropriate balance of people inserted into the process to have the most effective knowledge transfer take place and ensure inefficiencies or quality issues are addressed.”
People are the Life Force
Processes help make work more efficient, technology helps people to do their tasks and automate the processes, and knowledge is the fuel behind it all. People, however, are the key. “People are at the heart of any initiative; they are the enablers and mobilizers to ensure that we move from point A to point B” says Nancy Ramos of CEMEX Research Group AG. Successful organizations will want to focus on their workforce and make sure they feel engaged and empowered so that this crucial element, people, can be as productive as possible. A recent Gallup report states that 51 percent of employees are disengaged in the workplace. Focusing on people, as Laura Nespoli of Meshin Movement suggests, is paramount to an organization’s success: “How people collaborate and leverage the functionality of process and knowledge management—that’s what sets the best organizations apart.”
Achieving Balance at APQC’s 2023 Conference
When discussing people, process, knowledge, and technology you need to find a balance between the components and implement strategies throughout your organization that best utilizes each to its fullest capacity. You will also need to manage how they interact with each other as this will help your organization increase operational efficiency going forward.
Attend APQC's 2023 Conference for more insights into the links between People, Process, and Knowledge.