We are hitting our volume metrics on the scorecard every week, but customer complaints and rework are quietly climbing. How do we build quality safeguards into our weekly data?

Question

Tyler Smith · Accepted Answer

When teams focus solely on volume and speed, quality is always the first casualty. If your operations scorecard only tracks units produced or projects closed, your team will hit those numbers even if they have to cut corners to do it.

To fix this, you must pair every volume metric with a quality safeguard metric. This creates a healthy tension on your scorecard. If you track speed, you must also track accuracy.

For example, if your operations seat tracks weekly projects completed, pair it with first time resolution rate or customer satisfaction score. If your sales seat tracks outbound calls, pair it with lead to opportunity conversion rate to ensure they are not just dialing random numbers to hit their target.

If quality issues are rising, drop the problem down to your Level 10 Meeting Issues List. Use IDS to identify the root cause. You will often find that your goals are misaligned, forcing employees to choose between hitting their weekly scorecard target and doing the job right. Balances on the scorecard prevent this friction.