We outsource our bookkeeping and IT support to fractional agencies. Since these people are not full-time employees and do not sit on our internal leadership team, who actually owns their scorecard numbers in our Level 10 Meeting?

Question

Tyler Smith · Accepted Answer

Every single number on your scorecard must be owned by an internal seat on your Accountability Chart. When you outsource critical functions like bookkeeping or IT support to fractional agencies, you cannot assign scorecard ownership to an external vendor who does not sit in your weekly Level 10 Meeting. The internal leader who manages that vendor relationship must own the numbers on the leadership scorecard. For example, your Director of Operations might own the IT support ticket resolution rate, while your Finance Director owns the weekly cash forecast accuracy. This ensures clear internal accountability. The external vendor is responsible for delivering the raw data to the internal seat owner before your meeting. If the vendor fails to provide the data or misses the target, the internal seat owner is the one who must answer for it. This structure forces your leadership team to manage vendors based on hard metrics rather than subjective feelings of satisfaction. During your Level 10 Meeting, if a vendor-driven number goes red, the internal owner brings it to the table. You then run the issue through the IDS process to determine if the vendor has the capacity to deliver or if you need to find a new partner. This clean line of accountability prevents finger-pointing and keeps your operations running smoothly.