Example of a Vague Goal
To improve response rate on service requests
Specific & Measurable
A goal should answer the question, “where am I going, and how will I know when I get there?” A SMART goal qualifies or quantifies so there is no room for misunderstanding.
Goals can be measured in a number of ways:
- by an internal pre and post survey
- through record keeping
- through measuring a number relevant to the fulfillment of the goal
When making a goal Specific and Measurable, ask yourself…
Is the goal an end result—not a set of action steps or how to’s?
Your goal should have a fixed end result. A set of action steps might be the tasks required to accomplish the goal.
Does the goal contain an action verb that leads to a specific outcome?
assemble, close on, compute, conduct, construct, edit, evaluate, increase, maintain, obtain, produce, reduce, respond to, submit, train, write
Does the goal avoid the use of fuzzy or ambiguous words?
administer, analyze arrange, assure, collaborate, consider, cooperate, coordinate, create, desirable, discuss, develop, ensure, examine, expedite, explore, facilitate, have, improve, investigate, know, learn, manage, maximize, observe, participate, study, understand
Is the goal measurable in terms of:
- Quantity—How Much
- Quality—What Level
- Timeliness—Completion Date
- Percentage of Change
Is the goal measurable through a results-over source ratio, such as:
- Number of rejects over number of units produced?
- Gross profit over number of dollars sold?
- Number of typos/errors over number of pages typed?
Is the goal stated in behavioral terms, not as a statement of attitude?
“To be a team player” is not Specific and Measurable unless it includes behavioral descriptions, such as:
- Attend 95% of all team meetings
- Keep accurate logs of meeting discussions
- Distribute to accurate logs to team members prior to next meeting.
If a goal cannot be measured, it cannot be managed.
Example of a Specific & Measurable Goal
I will respond to 80-90 percent of the internal service requests over the next three months within 12 hours of request” is specific
NEXT STEP - MOTIVATING
Understand the new science behind Motivation and how it should influence your goals.
