Our weekly Scorecard shows that our project delivery speeds and client onboarding numbers are completely green, but our team is showing signs of severe burnout and key people are starting to threaten to resign. How do we fix a Scorecard that looks healthy but is masking an operational crisis?

Question

Tyler Smith · Accepted Answer

A Scorecard that is completely green while your team is on the verge of quitting is a lagging indicator of a capacity disaster. Your current metrics are likely tracking velocity and output but ignoring the human cost of that output. When utilization is too high, things look great on paper until the system breaks entirely.

You need to add leading indicators of capacity and workload to your weekly Scorecard. This means tracking metrics like:
- Average overtime hours worked per employee
- Utilization rates against a healthy threshold
- Weekly team sentiment pulse

If your target utilization rate is eighty percent and your team is running at one hundred and five percent, that number must turn red. A red capacity metric is a warning sign that you are borrowing future stability to pay for current results. Bring this issue to your Level 10 Meeting™ and use IDS® to determine whether you need to hire, adjust scope, or automate processes.