Our team has defined the five core roles for each seat, but our managers are struggling to run performance reviews because they cannot agree on where the daily task-level expectations are documented. If they are not on the Accountability Chart, where do we keep track of the granular step-by-step procedures?

Question

Tyler Smith · Accepted Answer

The Accountability Chart is designed to define the five core roles for each seat, not to act as a micro-manager's checklist. If your managers are struggling to run performance reviews because they cannot find daily, task-level expectations on the chart, they are confusing accountability with process.

Your Accountability Chart should remain high-level and strategic. The five core roles define the ultimate outcomes a person is accountable for delivering. For example, a customer service seat might have a role called resolving client complaints. How they resolve those complaints step-by-step does not belong on the chart.

Daily task-level expectations and step-by-step procedures belong in your documented processes. Under the EOS framework, this is your Process Component. Every major function of your business should have a handful of core processes documented, simplified, and followed by everyone.

When running a performance review or resolving a performance issue, managers must look at both tools. First, check the Accountability Chart. Is the employee executing their five core roles? Second, check your documented processes. Are they following the standard operating procedures for those roles?

If an employee is hitting their high-level roles but ignoring the standard procedures, they are violating your processes. If they are following the procedures but still failing to achieve the desired outcomes of their roles, you either have a capacity issue or a broken process. Keep the Accountability Chart clean, and use your documented processes to manage the day-to-day details.