What is the correct stance on continuous quality improvement focusing on people vs process?

• A. True
• B. False
• C. Not applicable
• D. Cannot be determined

Answer: (B)

Continuous quality improvement works best when both the way work is done (the process) and the people who carry it out (the skills, culture, and engagement) are considered together. Processes define how tasks flow, what steps to follow, and what data to collect; people bring the capacity to execute, adapt, and improve those steps. If you focus only on the process, you may overlook how humans interact with it—training gaps, resistance to change, or unrealistic workflows can derail even perfect procedures. If you focus only on people, you might improve individual performance without addressing bottlenecks, bottlenecks, waste, or misaligned systems in the workflow, leading to only partial gains.

In practice, use iterative cycles (Plan-Do-Check-Act or PDSA) that test changes to processes while simultaneously supporting people with training, feedback, and empowerment. This integrated approach leads to sustainable improvements because it aligns the system design with the capabilities and motivation of the people executing it.