---
title: SMART Goals
description: "“Improve customer service” is a wish, not a goal. A SMART goal tells everyone exactly what success looks like and by when it must be reached. Watch the short video, then work with the toolkit PDF: it explains the method,…"
url: "https://skillagility.com/en/resources/smart-goals/"
updated: "2026-10-07"
category: 01 DEFINE
---

# SMART Goals

“Improve customer service” is a wish, not a goal. A SMART goal tells everyone exactly what success looks like and by when it must be reached. Watch the short video, then work with the toolkit PDF: it explains the method, shows a worked example and gives you a blank template to fill in.

Tool video

The short tool video will appear here.

[SMART-Goals_Toolkit_EN](https://skillagility.com/wp-content/plugins/embedpress/assets/pdf/web/viewer.html?&file=https%3A%2F%2Fskillagility.com%2Fwp-content%2Fuploads%2F2026%2F10%2FSMART-Goals_Toolkit_EN.pdf#key=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)

## SMART Goals in short

1. **Start with the metric.** Name the CTQ or KPI you want to change.
2. **Add the baseline and the target.** “From 82 % to 95 %” is clearer than “improve by 13 points”.
3. **Name the scope.** Where and for whom does the goal apply?
4. **Set the deadline.** Add a date or a time frame.
5. **Check all five letters.** Read your goal and tick off S, M, A, R and T.

Key points

- Specific, Measurable, Achievable, Relevant, Time-bound.
- Always state the baseline and the target.
- One clear goal per project.
- Keep solutions out of the goal statement.

**Related tools:** [Is/Is-Not Method](https://skillagility.com/en/resources/is-is-not-method/) · [VOC Translation Matrix](https://skillagility.com/en/resources/voc-translation-matrix/) · [Project Charter](https://skillagility.com/en/resources/project-charter/)