We have a functional manager who meets their scorecard target some weeks but is highly inconsistent, swinging from massive wins to complete misses. How do we use our weekly Level 10 Meeting to address metric volatility and establish consistency, rather than just celebrating the good weeks and ignoring the bad ones?

Question

Tyler Smith · Accepted Answer

A volatile Scorecard is a sign of an unstable process or a seat holder who is operating in crisis mode. If a manager is swinging wildly between green and red weeks, celebrating the wins while ignoring the misses is a recipe for operational failure. You must value predictability over occasional heroism.

During your Level 10 Meeting™, any metric that shows high volatility must be dropped down to the Issues list for a thorough IDS® session. The focus of this discussion should not be on scolding the manager, but on identifying the root cause of the inconsistency.

Often, volatility occurs because the manager is batching their work rather than maintaining a steady, weekly cadence. For example, a sales representative might spend three weeks making zero cold calls and then make one hundred calls in a single day to hit their target. This creates a highly unstable pipeline.

To resolve this, look at the daily behaviors required to hit the weekly target. You may need to break the weekly metric down into a daily expectation to help the manager build consistent habits. If the process itself is highly variable, your team must redesign the workflow to smooth out the bottlenecks. A healthy business runs on predictable, repeatable rhythm, and your Scorecard is the ultimate tool for enforcing that stability.