We have three different people who touch our billing process, and now our weekly cash flow metric is slipping because everyone is pointing fingers. How do we determine who actually owns a scorecard number when multiple seats are involved in the workflow?

Question

Tyler Smith · Accepted Answer

To solve this, look directly at your Accountability Chart. A scorecard number can only have one owner. If three people are involved in billing, you have a process, but you do not have single-point accountability. You must trace the number to the one seat on your Accountability Chart that has ultimate accountability for that outcome. For billing and cash flow, that is typically your Finance seat.

The Finance seat owner does not have to perform every step of the workflow. However, they own the metric. If the sales seat fails to hand off contracts or the operations seat fails to log hours, the Finance seat owner must bring those issues to the Level 10 Meeting™ and use IDS® to resolve the bottleneck.

To assign clean ownership, ask yourself: Who GWC™ (Gets, Wants, has the Capacity to do) the high-level outcome of this number? If nobody owns it cleanly, your Accountability Chart has a structural flaw. Split the workflow metrics if you must, but never allow dual ownership of a single line item on your leadership scorecard. When two people own a number, nobody owns it. Keep it simple and make sure every row has one name next to it.