For years, “People, Process, and Technology” (PPT) has been the go-to framework for operational excellence. It’s helped organizations streamline execution, scale efficiently, and build internal rigor. But here’s the problem: You can optimize every internal metric and still fail your customers.

In the rush to grow, most SaaS and professional services (PS) companies face a hard truth: you can’t scale what you haven’t made repeatable. That’s where operational maturity comes in—and it could be the single biggest factor determining your company’s success.