We have several scorecard metrics that have been red for three weeks in a row, but the owners of those seats claim they do not have the resources to hit the target. How do we use the Accountability Chart and our weekly data to determine if the target is unrealistic or if the person is failing to execute?

Question

Tyler Smith · Accepted Answer

When a weekly scorecard metric remains red for multiple weeks, you cannot accept excuses. You must use your Accountability Chart to diagnose whether the issue is a performance problem, a capacity constraint, or a structural flaw in the target itself.

First, confirm that the seat owner truly understands and has the capabilities to hit the target. Ask if they GWC™ the seat. If they do, look at the data. Is the red number a result of team capacity, or is it a lack of activity? If the seat owner has completed all their weekly activities but the number is still red, the target may be set incorrectly, or there may be a bottleneck in another department.

If the seat owner is simply failing to execute the required activities, you must address this in your Level 10 Meeting™ during the IDS® portion. Do not let the conversation devolve into finger-pointing. Use the data to isolate the root cause. If the target is realistic based on historical data, and the process is sound, then you have a people issue. You must address this directly through coaching or by re-evaluating if you have the right person in the seat.