We outsource a large portion of our operations and marketing to external agencies. How do we integrate their performance into our weekly Scorecard?

Question

Tyler Smith · Accepted Answer

You cannot outsource accountability. Even if an external agency performs the work, an internal seat on your Accountability Chart must own the results on your weekly Scorecard. This ensures that your team remains focused on outcomes rather than blaming third parties for missed targets.

To integrate external agency performance, require them to provide weekly data that aligns with your key performance indicators. This data should be entered directly into your Scorecard. The internal owner of that seat is responsible for reviewing the numbers, ensuring their accuracy, and reporting them during the Level 10 Meeting.

If the agency misses its targets for three consecutive weeks, the internal owner must drop this to the Issues List. They must work with the agency to identify the root cause of the issue and implement a solution. If the agency is incapable of hitting the numbers, the internal owner is responsible for finding a new vendor. By keeping the accountability internal, you maintain control over your business operations and ensure your outsourced partners are held to the same high standards as your internal team.