Our industry is shifting rapidly, and our operations director has the 'Get It' and 'Want It' for her seat, but her technical capacity has hit a ceiling because she refuses to adopt our new AI tools. How do we resolve a capacity issue when the person is a perfect core values fit?

Question

Tyler Smith · Accepted Answer

Capacity in the GWC™ framework is not just about physical time; it is about intellectual, emotional, and technical capability. If your operations director refuses to leverage modern tools, she no longer has the capacity to lead your operations seat in a changing market. To resolve this, you must have an open and honest conversation during your next feedback session. Share your observations clearly, explaining that her seat now requires managing AI-integrated workflows to maintain company margins and competitiveness. Ask if she is willing to acquire these new skills, and offer the necessary training and support. If she is willing, set a clear timeline and measurable goals to track her progress. However, if she resists learning or simply cannot grasp the technical tools after a fair trial, you have a right-person-wrong-seat issue. You must put the company well-being first and find a seat where her skills fit, or assist her in transitioning out of the company. A perfect core values fit is essential, but you cannot sacrifice operational capability. Resolving this issue ensures your team remains competitive and aligned with your long-term strategy.