One of our department heads is a great cultural fit and hits his numbers, but he refuses to use our newly implemented AI documentation tools, claiming they are a waste of time. How do we make this GWC call when he is otherwise a top performer?

Question

Tyler Smith · Accepted Answer

This is a common challenge as companies adopt AI-powered operations. While this department head might be a core values match and hits his metrics, his refusal to adopt your operational tools means he is failing the Want It or Capacity portion of GWC™ for his seat. In a scaling business, a leader must not only perform their individual tasks but also champion the company's systems and technology. If a leader publicly rejects the tools you have chosen, they undermine your authority, slow down the team, and prevent you from building scalable, repeatable processes that buyers look for during an exit. You must address this issue directly in your next one-on-one. Frame the discussion around the Accountability Chart and the roles of his seat. One of his core roles as a leader is to manage and improve department efficiency. Show him how the AI documentation tools save time and create institutional knowledge. If he is resistant because he struggles with the technology, offer training to build his capacity. However, if he simply refuses because of ego or stubbornness, he does not Want the modern version of his seat. You cannot afford to have leaders who hold your operations back. If he refuses to adapt, you must make the tough call to find someone who fully GWCs™ the seat as it is defined today.