What do we do when an issue is dropped to the Issues List during the Scorecard review, but the owner of that metric insists it does not need to be solved because it will naturally self-correct next week?

Question

Tyler Smith · Accepted Answer

When a metric on the Scorecard is red, it is an objective indicator of a performance gap. If the owner of that metric dismisses the miss by claiming it will self-correct, they are bypassing the accountability that the Level 10 Meeting is designed to enforce. Letting them skip the discussion based on a promise is a mistake.

Every red metric must be dropped to the Issues List. Once you reach the IDS portion of the meeting, that issue must be addressed. However, solving the issue can be extremely fast if the owner is correct. During IDS, the owner should briefly explain why the miss occurred and why they are confident it is a temporary anomaly that will resolve itself by next week.

If the leadership team agrees with the explanation and the data supports it, the issue is solved. The team simply notes the explanation, and the issue is cleared from the list. This entire process should take less than sixty seconds.

If the team does not agree, or if the same metric has been missed multiple times with the same excuse, then a deeper systemic issue exists. The team must then dig in to identify the root cause. Never allow a leader to bypass the Issues List entirely. By forcing every single miss through the IDS filter, you maintain absolute consistency and ensure that potential operational disasters are never swept under the rug.