I am not in the habit of watching television programs about casinos but I stumbled across one the other day which I watched for a few minutes. The point of it (at least while I watched) is that they have supposedly proven that the physical design of a casino space has more to do with its success than do the people who work there.

I suppose, when you think about it, this makes sense. People will gamble more and spend more time in a space in which they are comfortable, regardless of how the folks working there treat them.

But it brings up an interesting question for any organization to consider -- which is more important, people or process? While I am fairly big on "process," my scale still tips strongly toward "people" because people are the ones that carry out, adjust, and design "process". Without good people, good process can't even be designed, let alone carried out, refined, and evaluated.