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How People, Process, and Tech Supercharge Productivity in GBS Success?
How People, Process, and Tech Supercharge Productivity in GBS Success?

March 20, 2025

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Digital transformation has changed the course of business as we know it and it continues to reinvent many industries. For a business to stay competitive, it needs to embrace new technologies and adapt its processes. A Statista study predicts that global digital transformation spending is likely to reach $3.4 trillion by 2026. However, new technologies are not enough for growth in the long term and businesses must look for a sustainable growth model to remain competitive.

One powerful model that Global Business Services organizations are using to enhance efficiency and drive innovation is the People, Process, Technology (PPT) framework. For any organization to succeed, it relies on a delicate dance between these three critical elements. When aligned effectively, businesses can achieve greater efficiency, operational excellence, and a competitive edge.

Let’s examine how people, processes, and technology work together to empower GBS organizations and increase productivity.

The Importance of People, Process, and Technology in an Organization

The PPT framework is a unique methodology that manages the interdependence of people, processes, and technology to drive performance. People are hired to perform specific tasks for an organization, and in doing so, they rely on processes and technology to optimize and enhance those tasks.

Employees are most motivated and perform best when they have access to the latest technology and efficient processes. Rather than looking at each of them in isolation, businesses should view the interdependence of these elements as vital to the organization’s success.

With the PPT framework in its arsenal, businesses can devise a strategy that includes people, processes, and technology in their future goals. This encourages innovation, competitiveness, and business agility, and gives organizations the boost to excel in the constantly evolving business landscape.

Making the Three Components Work Together

Let’s look at each of these three components in greater detail and understand how each impacts productivity in an organization.

People, the Talent

In an organization, ‘people’ means its human resources that undertake the tasks necessary for the business to meet its operational commitments. It is therefore crucial to hire suitable individuals to manage these tasks. People in an organization should possess the abilities, expertise, and mindset for specific jobs that will be required from them.

What happens often, though, is that these essential employees are busy working on other projects. In this scenario, managers need to hire new staff, pull in workers from other projects, or turn to external consultants or agencies, and that has a definite impact on the organization’s overall productivity.

In an ideal PPT framework, roles are clearly defined and when everyone knows their responsibilities, it is easier to make decisions, select the right technology, hire the right people, and ensure the process is deployed correctly. Many businesses make the mistake of focusing mainly on technology and processes, neglecting the people involved.

The people using the process or technology need to understand what they need to do and why they are doing it. This is particularly critical when implementing new technology or processes.

Process, the Path to Efficiency

We’ve established that people are critical to the success of a business. However, it is equally important to create and implement processes that a business must follow diligently. Planned, thought-through, and defined processes are essential to bring together talent and technology.

Many managers believe that a process is simply a workflow. They wouldn’t be wrong, but it is more than that. A process defines how an organization functions. A clear and adaptable process design, marked as standard operating procedures (SOPs), is the guiding principle that ensures consistency, quality, and efficiency across the board.

Despite this, it is noteworthy to remember that processes are not written in stone and they must evolve to keep up with the changing business landscape and sustain efficiency. Managers must monitor them regularly and get feedback from those directly involved in each step. This helps understand bottlenecks, challenges, and blocks that might be preventing the organization from maintaining its operational efficiency and effectiveness. Reimagining and re-engineering processes can also help them with market needs and internal dynamics, making the business agile and quick to respond to challenges and opportunities.

Technology, the Right Fit

Once the people and processes are in place, an organization needs the right technology to bring everything together. It might be tempting to go in for the latest technology, but organizations must ensure that the shiny new tech is the right fit for their organizational culture.

Businesses often focus on investing in new technology to gain a competitive edge. While this is a good reason, it shouldn’t come at the cost of overlooking the importance of people and processes. Technology alone is not the solution to existing challenges. Businesses need to define their objectives and establish processes first. Rather than making people and processes match the new technology, managers should look at investing in technology that complements them.

Technology should be the last consideration after recruiting and training the right talent and setting up clear processes. Employees need to be trained effectively to make the most of the new technology’s potential. Without the right training, people will not be in a position to implement the process correctly and effectively using these tools. This will not yield a good return on heavy investment made in the new technology.

Make the PPT Framework Work for You

For a successful project, a manager must focus on increasing speed, enhancing efficiency, and exceeding expectations. This is possible only by understanding existing weaknesses in the organization’s operations and fixing them.

The PPT framework helps businesses effectively use their three main pillars – people, process, and technology – to achieve desired productivity levels.

For more details please visit, https://www.prohance.net/


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ProHance is a cutting edge, global operations management platform. ProHance is enabling organizations to drive efficiency while optimizing employee utilization with deep insights on employee and team productivity. Top Fortune companies are using ProHance in their global centers to unlock the full potential of their human capital. Our SaaS-based modular approach allows an enterprise to effectively measure time and effort contribution with over a 200+ customizable reports. Our clients have experienced productivity gains of 15% – 30% in less than 3 months of deploying our solution. With 370,000+ users across 25 countries. ProHance is accepted as a critical enabler for organizations to build a workforce that is visible, connected, integrated, and efficient.

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