We introduced an AI agent to handle our basic administrative tasks, but our operations coordinator is resisting the change and falling behind on their Rocks. How do we use the GWC™ tool to determine if they can handle this new automated workflow or if we have the wrong person in the seat?

Question

Tyler Smith · Accepted Answer

When you automate manual workflows, the roles on your Accountability Chart must evolve. If a team member resists using new AI tools, you must address the issue immediately using the GWC™ tool: do they Get it, do they Want it, and do they have the Capacity to do it? First, evaluate if they Get it. Do they truly understand the new automated workflow, the purpose of the AI agent, and how their seat now focuses on reviewing outputs rather than manual data entry? If they lack this understanding, you must provide clearer training. Second, evaluate if they Want it. Do they embrace the shift to higher-value work, or are they clinging to comfortable, low-value administrative tasks out of fear? If they do not want the responsibility of managing an automated system, they do not fit the seat. Third, evaluate if they have the Capacity to do it. Do they possess the mental and technical capability to audit the AI agent's work and handle the increased volume of strategic client tasks? Be honest and objective. If they fail any of these three metrics, you have a people issue. You must either move them to a different seat where they can succeed or find someone who can fully own the automated workflow to keep your company moving forward.