L10 KPI Accountability Process
Purpose
To identify why key measurables are off track, establish corrective actions, and review whether those actions produced the desired results.
When This Process Is Used
This process is only used for measurables that are below goal, trending off track, or otherwise require intervention.
Measurables that are on track do not require Cause, Action, or Support documentation.
During Weekly KPI Review
For each measurable that is off track, document:
Cause (Not Excuse)
Identify the root cause of the issue.
Focus on factors within our control.
Examples:
- Reschedule requests are missing required information.
- Retention follow-up is delayed.
- Technicians are bypassing the designated support channel.
Action
What specific action will be taken before the next meeting to improve the measurable?
Actions must:
- Be specific
- Have an owner (who?)
- Be measurable
- Be capable of completion before the next review
Support Needed
What support, resources, approvals, or assistance are required?
(multiple tasks with one owner per task)
Action Documentation
The assigned Action Recorder will create ClickUp To do tasks for all Action items and Support items identified during the meeting.
Each task should have:
- Owner
- Due Date
- Clear completion criteria
Weekly Follow-Up Review
At the next meeting, before creating new actions, review the previous week’s actions.
Ask:
Was the Action Completed?
- Yes
- No
What Results Were Achieved?
What measurable impact occurred?
Were the Results Directly Caused by the Action?
- Yes
- No
- Unsure
If No, Why Not?
What prevented success?
Should This Become a Process or SOP?
- Yes
- No
If Yes, assign an owner to create or update the SOP.
Meeting Roles
Meeting Leader/Faciliator
Responsible for:
- Facilitating discussion
- Identifying root causes
- Confirming actions and ownership
Action Recorder (Rotating)
Responsible for:
- Creating ClickUp tasks
- Documenting accountability items
- Tracking follow-up actions
Success Standard
Every off-track measurable should have:
- A documented cause.
- A specific action.
- Any required support identified.
- A ClickUp task created.
- Results reviewed the following week.
- SOP creation considered if the solution proves effective.