Our Head of Operations is a great culture fit and claims they want their seat, but they consistently miss their quarterly Rocks and scorecard metrics, blaming a lack of time. How do we determine if this is a genuine Capacity issue on our Accountability Chart or if they simply do not Get it?

Question

Tyler Smith · Accepted Answer

To diagnose this, you must separate physical capacity from intellectual capability. When a leader consistently misses their metrics and blames a lack of time, you need to look at their seat on the Accountability Chart. First, check if they are wearing too many hats. Are they sitting in multiple seats because you have not fully delegated lower level functions? If they are running operations while also managing accounts or handling HR, they have a physical capacity issue. You can solve this by delegating the doing, outsourcing tasks, or hiring support to free up their time. However, if they are sitting in only one seat and still failing to hit their numbers, you must run a tough GWC call. Get it means they have the natural wiring, intuition, and mental capability to understand how the role works. If they lack the strategic ability to prioritize their work, solve issues during your Level 10 Meeting™, or automate processes, they do not Get the seat. Want it means they genuinely desire the responsibility of the seat, not just the title or pay. If they lack the Get it or Want it, no amount of extra time or support will fix the problem. You must find a better fitting seat or replace them.