Our operations manager has a high Follow Thru conative profile and is incredibly organized, but they are consistently missing their weekly target for resolving client disputes on the Scorecard because they spend too much time researching every detail. How do we address this?

Question

Tyler Smith · Accepted Answer

This is a classic conative mismatch. Your operations manager has a high Follow Thru and likely a high Fact Finder score on the Kolbe index. Their natural instinct is to build perfect systems and research every historical precedent before making a decision. This is a massive strength for system design, but it can create a bottleneck when a scorecard metric requires rapid, decisive action.

To resolve this, you do not need to change who they are. Instead, you need to adjust how the target is managed or redefine the metric. If the metric is average dispute resolution time, their instinct to investigate every detail will cause them to run red every week.

You can help them by setting clear parameters for what constitutes a resolved dispute. For example, give them a decision tree that allows them to instantly settle disputes under a certain dollar threshold without a full investigation.

This allows them to use their systems-building strength to automate the minor decisions while reserving their deep research talents for the major, high value disputes. This keeps their Scorecard green while keeping their work aligned with their natural conative strengths.