“Improve customer service” is a wish, not a goal. A SMARTA standard for writing project goals. A SMART goal is Specific, Measurable, Achievable, Relevant and Time-bound, so everyone knows exactly what success looks like and by when. Click term for full definition 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 in short
- Start with the metric. Name the CTQ or KPI you want to change.
- Add the baselineThe established, quantified level of current process performance for a specific metric (the Y) before any improvement efforts are implemented. It is the definitive benchmark against which all future results will be compared, ensuring the project's success and Return on Investment (ROI) are measured ... Click term for full definition and the target. “From 82 % to 95 %” is clearer than “improve by 13 points”.
- Name the scope. Where and for whom does the goal apply?
- Set the deadline. Add a date or a time frame.
- 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 projectA unique, temporary endeavor with a defined goal that is important, urgent or complex enough to need its own organization outside the normal line organization. Click term for full definition.
- Keep solutions out of the goal statement.