I am an Industrial Engineer which means that I often focus on the intersection of process, people and technology. Most times the people I work with want to focus on the latter two items in that list as they are the most tangible. Process is often misunderstood as it is the rules that guide behavior within the people and technology. These rules often are not hard and fast but soft and fuzzy.
Wired has a great article talking about how the Ebola concern is showing once again why process trumps technology. Hi Tech suits haven’t protected some of the medical staff because of the process of removing them. Hi Tech screening at airports can’t identify non-symptomatic persons. Hi Tech medicines are not perfect in dealing with this disease.
With Ebola, the only known way of effectively dealing with it is process. Identify individuals who may have been exposed, quarantine for 21 days before release, if someone is infected quarantine them further, provide high levels of fluids, treat with medications, follow all proper equipment procedures for medical personnel dealing with the patient or their samples. Technology doesn’t play a starring role.
The same is often true for more mundane real estate tasks. Technology isn’t what makes a desk sharing program effective. You can have the best technology but if all employees continue to come in and work from the office you haven’t achieved your desired outcome. Without processes in place to help employees feel comfortable taking advantage of the technology none of it will work.
And here’s the thing about process – it takes leadership to make changes take effect. Process is a pain until it becomes part of the culture. And once it is part of the culture you have succeeded….until it is time to change the process again.