As we automate more of our back end administrative tasks, several seats on our Accountability Chart are seeing their primary responsibilities handled by software. How do we redefine these roles and evaluate if the current seat holders still GWC their updated positions?

Question

Tyler Smith · Accepted Answer

When technology takes over eighty percent of a seat's daily administrative tasks, you do not necessarily eliminate the seat. Instead, you elevate the role. You must rewrite the five major roles for that seat on your Accountability Chart to focus on system oversight, exceptions handling, and quality control.

Your team member is no longer a data entry specialist, they are now an operator managing an automated workflow. This shift requires a completely different set of skills, and you must re-evaluate the employee using the GWC™ tool.

Ask yourself three critical questions:
- Do they truly Get It? Do they understand how the automated workflow functions, where it can fail, and how to spot errors?
- Do they Want It? Are they excited about managing technology and driving higher output, or do they miss the comfort of manual data entry?
- Do they have the Capacity to do it? Do they possess the analytical capability to troubleshoot systems and handle complex exceptions that the automation cannot solve?

If the answer to any of these is no, you have a people issue, not a technology issue. You must find the right person who can GWC the elevated seat, or you will end up micromanaging the automated systems yourself.