We have a team member who is a perfect core values match and clearly GWCs their seat on our Accountability Chart, but they are consistently missing their weekly Scorecard targets. How do we handle a great person who is failing their numbers?

Question

Tyler Smith · Accepted Answer

When a core values match who gets, wants, and has the capacity to do the job is failing their Scorecard, you have a process or target issue, not a people issue. You must use the IDS process to look deeper before making any rash personnel decisions.

First, evaluate whether the weekly target is realistic. Is the target based on historical performance and realistic capacity, or is it an aspirational goal that the person has no mathematical chance of hitting?

Second, look at the process. If they are doing the necessary weekly activities but still missing the outcome target, the core process they are following might be broken or outdated.

Third, check for external bottlenecks. Are they dependent on another seat on the Accountability Chart to deliver inputs before they can hit their numbers? For example, a salesperson cannot hit their meeting target if marketing is failing to deliver qualified leads.

Talk to the team member openly and look at the data together. Ask them what barriers are preventing them from hitting their target. If they genuinely GWC the seat, they will want to solve the issue as much as you do. Work together to adjust the target, fix the broken process, or eliminate the operational bottlenecks to set them up for success.