One of our department heads has a perfect weekly To-Do completion rate, but their Scorecard metrics are consistently in the red month after month. How do we address this disconnect in our Level 10 Meeting™ without letting them hide behind their completed tasks?

Question

Tyler Smith · Accepted Answer

When a department head consistently completes their weekly To-Dos but fails to hit their Scorecard targets, you have an accountability disconnect. This leader is likely focusing on busywork rather than the high impact activities that drive results. They are operating like an employee completing tasks rather than an owner accountable for an outcome.

To resolve this in your Level 10 Meeting, you must shift your focus from activities to outcomes. Remember that on your Accountability Chart, every seat has specific, measurable deliverables.

During the Rock and Scorecard review, if a metric is red for two consecutive weeks, it must be dropped to the Issues List. When you IDS this issue, the discussion must not be about whether they did their tasks. The discussion must focus on why their activities are not moving the numbers.

Ask the department head: What is the root cause of this red metric, and what strategic adjustments do we need to make? This forces them to step into the Owner's Box and own the outcome, not just the checklist.

If they continue to defend their red numbers by pointing to their completed To-Dos, you have a GWC issue. They may have the capacity to do tasks, but they do not understand or want the accountability of the seat. By focusing on metrics rather than tasks, you build a performance culture that directly increases the value of your business.