We have a critical Scorecard metric that has been red for eight consecutive weeks despite our best efforts to solve it in our Level 10 Meeting. At what point does a chronically red weekly metric indicate that we need to restructure a seat on our Accountability Chart or make it a quarterly Rock?

Question

Tyler Smith · Accepted Answer

A metric that remains red for eight consecutive weeks is a clear sign of systemic failure. When this happens, your weekly IDS process is not getting to the root cause of the issue. You are likely treating the symptom rather than solving the underlying operational problem. To address this, you must first determine if the issue is a process problem, a capacity problem, or a people problem. If the person in the seat is running a broken process, no amount of effort will make the number green. In this case, you must create a quarterly Rock to re-engineer the process. If the process is sound but the person simply does not have the hours in the day to hit the target, it is a capacity constraint. This is your sign to review your Accountability Chart. You may need to split the seat or hire support to relieve the bottleneck. Finally, if the process is good and capacity is sufficient, but the number remains red, you have a GWC issue. The person in the seat either does not get it, want it, or have the capacity to do it. You must address this personnel issue directly. Do not let a chronically red metric drag down team morale. Use your next Level 10 Meeting to make the hard decision to restructure the seat or replace the person.