We have a departmental leader who is a great cultural fit, but their weekly scorecard metrics have been red for six consecutive weeks. How do we use this objective scorecard data to diagnose whether they lack the capability to do the job or if we simply have the wrong targets?

Question

Tyler Smith · Accepted Answer

When a leader's scorecard metrics are consistently red, you must use the GWC™ tool to diagnose the root cause objectively rather than relying on emotional assumptions. GWC™ stands for Get it, Want it, and have the Capacity to do it. First, verify if the targets are actually realistic. Look at the historical data. Have these targets ever been hit consistently by anyone in this seat? If the targets were set during an overly optimistic planning session and are mathematically impossible given current resources, the problem is your scorecard setup, not the person. If the targets are fair, then you must address the Capacity portion of GWC™. Sit down with the leader outside of the Level 10 Meeting™ and use the red metrics as a starting point for an honest conversation. Ask them what obstacles are preventing them from hitting their numbers. It may be that they need more training, better systems, or additional support staff. However, if they have the resources and still cannot hit their numbers after several weeks of coaching, the scorecard has done its job. It has provided objective proof that they do not have the capacity for that specific seat on your Accountability Chart. At that point, you must make a hard decision to find someone who can deliver green numbers.