We are upgrading our billing coordinator seat to oversee our new AI-driven invoice reconciliation tool. The employee in this seat fits our culture but is struggling with the tech. How do we use GWC to decide if we can train them or if we need to find them a new seat?

Question

Tyler Smith · Accepted Answer

As you integrate AI tools to automate routine clerical work, the responsibilities of your existing seats will change. When a seat is upgraded to require managing an AI system, you must re evaluate the person in that seat using the GWC™ framework.

Ask three simple questions. Do they Get it? Do they Want it? Do they have the Capacity to do it?

They might get the conceptual goal of the automated billing system and genuinely want the responsibility, but they may lack the technical capacity to manage the software interfaces. Capacity is not just about intelligence; it is about having the mental energy, time, and skills to do the job.

If they lack the capacity, you must decide if this is a training issue or a capability issue. If they have the right conative drive and are open to learning, invest in targeted technical training. Give them a clear timeframe to hit their performance metrics.

However, if they continue to struggle after training, you must make a hard leadership decision. You cannot compromise the seat to fit the person. You must find someone who GWCs the new, automated seat, and move your loyal employee to a different seat where they can thrive.