Maximizing Performance with People Process Technology or Tools Framework

People Process Tools

Key takeaways

  • The people-process-technology framework has been around for 5 decades now, and was popularized by Harold Leavitt in 1960.
  • Most software companies use the P-P-T framework to map the entire value stream of people, processes, and technologies.
  • This framework is most commonly applied to project management and change management initiatives. 
  • The people-process-technology framework works in collaboration with existing processes for stronger and better business results. 
  • PPT also referred to as the Golden Triangle is an evolutionary process used to redesign business models to build agile workforces.

What is the People-Process-Technology Framework? 

The people-process-technology framework (PPT) refers to the methodology in which the balance of people-process-technology is the core of process improvement initiatives. This framework helps you achieve harmony within the organization and is most often used when deciding whether to purchase or implement new technologies. From leadership to digital transformation to management practices – the PPT framework can be used. This guide will talk about the importance of the PPT framework and its relationship with organizational development. 

Table of Contents

Across industries, the People, Process, and Tools (P-P-T) framework is making rounds to improve the organization’s position vis-a-vis the market competition. Businesses today need a sustainable model to remain relevant and in working condition in the long run.

Everything, from leadership to digital transformation, organizational talent, and management practices, needs to be combined for effective development. The concept of PPT or Golden Triangle works in cohesion with the existing practices to ensure stronger and better business results.

People and processes, along with technology, are the key elements for the overall process improvement of the organization. As we build the systems focusing on these three areas, we can expect to see better outcomes in every department and sector.

This guide will talk about the importance of People Processes and Tools or technology while understanding their relationship with organizational development.

What is the P-P-T Concept?

PPT or the Golden Triangle is an evolutionary process. It is used to redesign business models to build agile workforces that are flexible, adaptable, and responsive to the dynamics of the industry.

Businesses today need an inclusive approach to satisfy their customer’s requirements. In a world where 30% of businesses can lose precious market value due to bad customer service, it is imperative to build innovative systems around great customer experience. Facilitating good customer service is an important part of managing the entire business smoothly. Using a business process management tool will help anyone streamline their business operations and boost productivity.

To better understand the PPT concept, let’s go through each component in detail, and then we will knit them together towards the end.


People or the employees working in the organization are the most important aspects of the triangle. We cannot expect the organization to work without first building the capacity of the people. The difference between a successful and a struggling organization is the presence of the right people having the right mindset working together under one roof.

Your aim to implement the people process technology framework must ensure that the people in the organization have enough skills and knowledge to represent your project and work on them to generate the intended results.

We have found three vital elements you must practice for building the “People” in the entire technology framework.

  • Skills: You need employees who possess the right skills and talent to work on every project. With skills, make sure to include experience and attitude, which is equally important to lead a smooth collaboration in the project.
  • Communication: Nothing is more important than effective communication in an organization, especially when implementing solutions for Technology and Processes. In other words, you need people to be avid communicators and not hesitate to voice their opinions within the organization. When communication is free and systematized, ideas flow, which brings in new solutions and innovative thinking.
  • Building Relationships: Success in “People” is further motivated by the impact of building new relationships within and outside the organization. More importantly, it is essential to get buy-in and gain some traction along with promoting the solutions for a better response from the client.

The truth is that employees working in any organization are always busy, or they show themselves to be. Some might even lie on their reports, and these are the employees with the lowest performances.

To improve the organization’s health, you must focus on high-performance employees. These are the people who are valuable to your organization. Plus, simply automating your IT operations and other tasks within the organization can drastically improve the employee’s performance. Adjustments in this part of the organization must be made according to the project requirements.

Try to redirect, acquire, or wait for the right people before you take on a new project. Finding the right people in the process component of the technology framework is imperative to build a high-performing team.

Plus, before you can implement changes in the processes and technologies within the organization, you need people with adequate experience, qualifications, and attitudes. Plus, if you have the right people working in the organization, you can expect them to make the right decisions for themselves while keeping the organization’s interests in mind.


The process highlights the ‘how’ part of service management. Having the right processes in place aligned with the right people helps us know what must be done to ensure that our consumers receive the required value. By definition, processes are repetitive. They will always generate the same result, regardless of who performs them.

The problem with processes is not that they lack the substance to make a difference. Every process is perfectly well in its form, but the same process won’t generate the intended results if you are making them obsolete.

This means that our entire ecosystem is anything but static. So, if your processes are still associated with legacy systems or technologies, they are bound to fail because the entire ecosystem does not favor the way these processes work.

A simple example would be writing an application asking for a leave from the office for 2 days. Your process may include writing a handwritten letter to one department head, who will then consult with other departments to identify whether they need the services of the person in question for the next few days or not. Then the head will consult with the HR manager and then grant the leave.

The process above is perfect and does not have any flaws but writing stuff on paper in the age of the internet is not conducive to building productive workflows. Today we have automated workflow management systems that can streamline different HR and Admin processes like leave application, recruitment, and others. It saves an enormous amount of time and effort that can be dedicated to some other activity.

So, the processes also need to change along with the time, environment, and needs.

While implementing these new practices, you need to take care of a few things:

  • Ensure that every employee (people in the process) is aware of their role and activities. They must know how and where they fit in the workflow.
  • Second, the people involved in the transformation of the process must have acquired the right training to work on the same.
  • Set up a review system (this is important for the entire people process tools framework) to know the impact of the changes. This review system should be in place before you begin the process.
  • Lastly, set up a measuring system to understand the impact of the new process.

For every new process that you set up in the company, a couple of obsolete ones need to go away so that you can save resources and reduce waste.

A Point to Remember:

Managers and supervisors responsible for implementing the changes in people and process management must set appropriate deadlines. Make sure that you or the people responsible for the task understand every factor that goes into the implementation of a process before setting a deadline.

Not understanding every aspect, they will set an arbitrary deadline. Doing so can lead to a panicky situation in the team, especially when they see the deadline nearing and there is still a lot of work that needs to be done.


Always remember that technology will not be able to address all the problems. It gives employees the tools they need to implement the process and aids in the automation of some of the steps.

That’s why the PPT framework is called the Golden Triangle. It’s easy to get seduced by shiny new toys, but it must meet the organization’s requirements. Investing in technology without considering the impact on people and processes is equivalent to buying a pool without understanding how to swim.

So, before you start spending money on getting the latest technology for your organization, account for the following factors.

  • Use cases of Technology: People need to understand how the tools and technology they are using will impact their work and capabilities. Eventually, technology will make things easier, but until that stage arises, what are the issues they might face, and how best to tackle them?
  • Transfer of Knowledge: People with tools are a productive combination. It works when the people using the technology have received the right training to maximize the impact of their relationships. For instance, PEOPLE use TECHNOLOGY to implement new PROCESS. There must be a sync between them, and the fact that people using the tools are aware of it and have the right skills needs to be considered.
  • Simple and Effective: Technology has no boundaries, and it has extended to a far greater extent than we could ever imagine. So, instead of choosing more sophisticated technologies, choose the ones that are simple to use and understand. It should not be overwhelming for the people.

This is where you need to bring in the people who understand the technology and can use it effectively while teaching others how to best utilize the same without wasting resources and time.

You cannot make radical changes in the organization and expect the people to adjust. Rather, the adjustment part must come first, followed by the implementation part.

The best way is to start small with technology and implement the processes by choosing the right people. Once you have the results to show its effect, move up and scale things.

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The Evolution of the PPT Framework

The concept of People Process Tools is not new; it has been around since the 1960s. Harold Leavitt (business project management specialist and expert) came up with the model for effectuating change in an organization.

He wrote a paper titled “Applied Organizational Change in Industry,” in which he talked about Leavitt’s Diamond Model.

So originally, this model had four components;

  • People
  • Technology
  • Structure
  • Tasks

With time, we have combined tasks and structures to create a “process” transforming the diamond into a triangle. Here people were akin to the employees or workers, which is the same today, as well.

Technology refers to the tools used by organizations, and the structure term refers to the group of workers building a team to secure a common goal. Then we had tasks, which, as the word describes, are about the work the people do. The framework and its understanding changed, especially with the coming of the internet.

Organizational Transformation with the PPT Framework

Implementing change in the organization requires a holistic approach rather than an individual siloed set of changes. The people process tools technology framework specifically wants you to undergo a collaborative transformation covering people, processes, and technologies.

We have seen organizations working only on processes and technologies, ignoring people, which is counterproductive and inefficient.

So, to implement the changes, here are a few tips;

Get Outside People Involved:

Some people live and breathe business project management, and they very well know the ins and outs of the entire exercise. You can hire these people to implement the required changes in your organization, keeping in mind your unique challenges, strengths, and workforce.

Assess your Existing Position:

Start implementing the PPT framework after understanding your needs first. In other words, run a quick analysis of what is lacking in your organization or what are the aspects that are thwarting your efforts to succeed.

  • Are you facing production issues?
  • Is there a problem with completing the tasks on time?
  • Do you have enough efficient people who understand the tools and techniques?
  • Are your employees able to communicate effectively?
  • What are the areas where you have failed to scale?
  • Are you creating more value within the current framework?

Tap into the company’s culture:

Your company’s culture is also pivotal to implementing the golden triangle framework successfully. Culture implies how people interact with the existing processes and systems while understanding how they are communicating. Wherever required, give the requisite training for reskilling or upskilling the workforce.

As the person who is responsible for supervising the implementation of the framework, you need to understand that.

  • People are the ones who’ll work.
  • TECHNOLOGY is here to help PEOPLE innovate and automate processes.
  • PROCESS helps build an efficient workforce.

Focus on all three elements together with an unbiased mindset and system. You cannot expect to reap the benefits of the people process tools framework by focusing on one and ignoring the others.

The most effective way to implement the PPT framework requires starting with People. This is followed by improving or changing the processes and strengthening them with the right technology.

Best Tools to Ensure that People and Processes Are Performing Well

Choose the best tools that you can use to ensure that every element of the framework is aligned with each other. Every company represents a big machine, and these elements are the parts of the machine.

With these systems, you can ensure that every part works properly by implementing the right processes. As you train people to work with these tools, you will become more vigilant and aware of the processes put in place.

The training and usage of the right tools boil down to building and operating effective processes that reduce the wastage of time and resources, especially when it comes to handling the procurement process and managing the quotations for bidding. So, as you employ Cflow in the organization, it will help you streamline every workflow and optimize the time required to complete every process.


People Process and Tools or Technologies are three core components of building a modern workplace. You need to make efforts to improve the management structure and continue restructuring as you move ahead.

The successful implementation of the framework is subject to how your existing structure allows for any change to happen in the organization. Mostly, it’s the people who become the beacon of resistance; that’s why the Golden Triangle framework asks to work on the company culture and make sure that it accepts the new changes, which smoothens the road to implement other elements.

If the golden triangle is your target, then using an innovative business process management system must be one of the tools you need to achieve that. Using software with features like workflow management, process tracking, and building bespoke systems will certainly help improve the outcome in every respect. Sign up for the free trial to know more.

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