One of our department heads is a great cultural fit but has missed their primary scorecard metric for two consecutive quarters, claiming they do not have the capacity. How do we use the scorecard to determine if this is a resource issue or a GWC issue?

Question

Tyler Smith · Accepted Answer

When a department head misses their primary scorecard target for two quarters, you must use a structured approach to diagnose the root cause. Do not simply take their word that they lack capacity. You must determine if they GWC (Get It, Want It, Capacity to Do It) the seat, or if the system itself is broken.

First, look at the capacity component of GWC. Is the seat owner spending their time on low value tasks? Use a tool like Marcus Buckingham's strengths assessment to evaluate if they are working within their areas of greatest strength. If they are bogged down in administrative tasks that run counter to their natural talents, they will lack the energy and capacity to hit their strategic targets.

Second, analyze the target itself. Is it mathematically aligned with reality? Review the historical scorecard data. If the target was hit consistently in the past but is missed now, look at what changed in the operational environment.

If the leader has the right strengths and the target is realistic, then they do not have the capacity or capability for this specific seat. You may need to restructure the role or find someone who can deliver the results. Do not let sentimentality keep the wrong person in a critical seat. Use your scorecard data to make objective, unsentimental people decisions.