We outsource our digital marketing to an agency and our IT to an MSP. Since they generate the data, who on our internal Accountability Chart actually owns these scorecard numbers?

Question

Tyler Smith · Accepted Answer

You cannot put an external agency or vendor on your Accountability Chart. Doing so destroys accountability. An internal seat on your leadership team must own every single scorecard number, regardless of who does the tactical work.

If you outsource marketing, your Marketing seat owner owns the weekly scorecard metrics, such as cost per lead or raw lead volume. They are responsible for managing the agency, reviewing the data, and reporting it during your Level 10 Meeting™. If the vendor fails, the internal seat owner is the one who must answer for the red number, IDS® the issue, and find a solution or replace the vendor.

To make this work, the internal seat owner must GWC™ the role of vendor management. They cannot simply pass the buck or say the agency did not send the report on time. The weekly scorecard number belongs to them. They must ensure the external vendor provides the necessary data at least twenty-four hours before the weekly meeting. If a vendor cannot provide accurate weekly data, you have the wrong vendor. Set this expectation clearly during onboarding, and tie the vendor's deliverables directly to the internal leader's scorecard measurables. This keeps your leadership team in control of the business instead of being at the mercy of outsourced partners.