We have several weekly metrics on our leadership Scorecard that do not seem to align cleanly with any single seat on our Accountability Chart, leading to fingers being pointed when the numbers are red. How do we fix this alignment issue?

Question

Tyler Smith · Accepted Answer

A healthy Scorecard is a direct reflection of your Accountability Chart. Every single metric on your Scorecard must have one, and only one, owner. If you have metrics with shared ownership or numbers that do not align with a specific seat, you will always face excuses and finger-pointing. To resolve this, review each metric and map it directly to the roles and responsibilities defined on your Accountability Chart. If a metric tracks customer retention, that number must be owned by the seat responsible for customer service or account management. If a metric tracks on-time project delivery, it must belong to the operations seat. If you cannot find a clear owner for a critical number, it usually means your Accountability Chart is unclear or missing a seat. Use this as an opportunity to clarify roles using GWC. Once every metric has a single owner, that person is fully accountable for reporting the number and leading the effort to solve it if it goes red during your Level 10 Meeting.