When a weekly scorecard metric is consistently red, how do we determine if the employee is underperforming or if the target itself is poorly defined and unrealistic?

Question

Tyler Smith · Accepted Answer

When a metric stays red, leaders often jump to the conclusion that the employee is failing. However, a red metric is simply a smoke detector. It tells you there is heat, but it does not tell you if there is a fire or if the detector is faulty. To find the root cause, you must use the IDS® process in your Level 10 Meeting™.

Start by analyzing the historical data for that metric. Has anyone ever consistently hit this target in the past under similar conditions? If the answer is no, the target is likely unrealistic or set during a peak season that no longer represents current reality. Next, check the resources and training available to the employee. Do they have the tools and time required to hit the number?

If the tools are there and the target is historically proven, then you have an individual performance issue. In this case, evaluate the employee against your Accountability Chart to ensure they still GWC™ the seat. They must get it, want it, and have the capacity to do it. If they do not, you must address the seat alignment. Never change a scorecard target just to make a red number turn green. That is sandbagging, and it destroys your data integrity.