We have a manager who is fully aligned with our culture and works hard, but their weekly Scorecard metrics are consistently red and they blame external factors instead of taking ownership. How do we use the EOS® framework to address this lack of metric performance?

Question

Tyler Smith · Accepted Answer

When a manager consistently misses their weekly Scorecard metrics, you must address the issue objectively using the GWC™ and IDS® tools, separating personal likability from operational results. First, run the manager through the GWC™ filter for their specific seat. Do they truly understand the role, want it, and have the mental and physical capacity to deliver the required results? If they lack the capacity, no amount of coaching will fix the performance. Next, use the IDS® process to examine the metrics themselves. Sometimes, metrics are poorly designed, lagging instead of leading, or dependent on factors outside of the manager's control. Ensure the numbers are realistic and accurately reflect the health of their department. If the metrics are correct and the manager has the capacity, then the issue is a lack of accountability. You must stop accepting excuses about external market conditions. Work with the manager to identify the process bottlenecks that are preventing them from hitting their targets. If they continue to miss their metrics after receiving clear support, you must face the hard reality that they may not be the right person for that specific seat.