The Difference Between Process and System (It’s Not What You Think)

What Is a Process?

A process is a step-by-step flow. It tells you:

• What to do
• In what order
• And (sometimes) how to do it

Think of it as a linear sequence, like a checklist or a recipe.

Examples:

• Approving a refund
• Publishing a blog
• Running a team stand-up

Processes are clear, repeatable, and task-focused. They live in SOPs, checklists, or playbooks.

But a process on its own doesn’t scale. That’s where systems come in.

What Is a System?

A system is a structured setup that connects multiple processes, roles, tools, and triggers, all working together to drive a result.

It answers:

• What happens when
• Who’s involved
• What tools/data it touches
• How it adapts based on conditions

Think of a system like a machine. Each process is a moving part. On its own, a part doesn’t do much, but together, it runs the show.

Examples:

• Your hiring system (from job post to onboarding)
• Your marketing system (from lead gen to nurture to conversion)
• Your delivery system (from sale to fulfilment and feedback)

Systems give structure, visibility, and resilience. They’re designed to handle volume, handoffs, and exceptions.

Why This Difference Matters

If you confuse the two, here’s what usually happens:

• You build great processes, but no one follows them
• Teams run on SOPs, but still drop the ball during handoffs
• You optimise a single step, while the overall system stays broken

You can’t scale a business by perfecting individual processes alone.

You need to connect them into systems that are robust, visible, and owned.

Structure isn’t just what you write down, it’s how your business actually runs.

Real-World Example

Let’s say you’ve documented a brilliant process for responding to customer complaints.

But it’s buried in a folder. No one checks it. There’s no triage system, no shared tracker, and no one owns customer follow-ups.

That’s not a system. It’s a stranded process.

Now imagine instead:

• New complaints get flagged automatically
• A shared tracker assigns ownership and due dates
• SOPs are linked inside the task
• Progress is tracked, and escalations are flagged

That’s a system.

Same process, totally different outcomes.

How to Upgrade from Process to System

Here’s how to systemise without overcomplicating:

1. Start with processes that already exist
   Don’t reinvent. Systemise what’s already being done.
2. Assign ownership
   Who’s accountable at each stage?
3. Make it visible
   Use shared tools (e.g. Lists, Boards, Trackers) instead of siloed notes.
4. Connect the dots
   Link inputs, outputs, and related processes.
5. Test under pressure
   A real system works when things go wrong, not just when it’s smooth.