We have a mid-level manager who is a great cultural fit but consistently misses their weekly scorecard targets. How do we use the GWC tool to diagnose whether the issue is that they lack the capacity to hit the numbers or if we simply have the wrong measurables assigned to their seat?

Question

Tyler Smith · Accepted Answer

When a manager who fits your culture consistently misses their scorecard targets, you cannot let your personal affinity for them cloud your judgment. You must objectively determine why they are failing to hit their numbers. The GWC™ tool is your best framework to diagnose whether this is a capacity issue or a metric design problem.

Sit down with the manager outside of your Level 10 Meeting™ and walk through the three GWC™ questions relative to their seat and their specific weekly measurables.
- Do they get it? Do they truly understand the strategic purpose of the metric and how it connects to the company's success?
- Do they want it? Are they genuinely motivated to own this number, or are they treating it as a burdensome administrative task?
- Do they have the capacity? Do they have the time, skills, resources, and emotional bandwidth required to consistently hit this target?

If they get it and want it, but lack the capacity, look at their workload. They may be overwhelmed by low-value tasks that prevent them from focusing on their core measurables. If they have the capacity but simply cannot hit the target, your metric might be unrealistic or calculated incorrectly. Use GWC™ to find the root cause, and either adjust the target, delegate administrative work, or move them to a seat where they can win.