#Smart tool specific measurable update#
To update the technical support area of the website within two hours of a new problem becoming apparent.To extend initial customer training to include solutions to the five most frequent technical problems.In fact thinking in these terms might lead you to consider setting several more specific goals rather than one overarching one.
You feel that it is damaging the reputation of the company.Īction could be taken at several points in the process and at several places the initial customer training could be improved, the website technical support could be more comprehensive, or you could implement a better system for covering the absence of particular account managers, and so on. This information is appearing on Internet forums as well as user group meetings. You want to do this because some customers have been complaining about the time it takes to resolve technical issues. In this example, you might decide that the biggest gains to the business will be achieved by reducing the time it takes for a customer to receive a return call from the relevant account manager. Which parts of the process will be affected?.Who needs to take action and who will benefit as a result?.Why do we want to do this and what is the benefit to the organization?.What does 'improve' really mean faster, more accurate, or some other measure?.In most cases only some of these will be relevant but you should mentally check through all of them to make sure that you are not missing anything.įor example, when considering the goal, 'Improve customer technical support enquiry processing' you should consider all of the following: Which: Identify requirements and constraints.Why: Specific reasons for accomplishing the goal.The first step in this process is to ask the five 'W' questions: Very often, when you examine a particular goal, you will find that it can be broken down into separate, more specific goals. There is also the additional benefit that you can produce a 'goal statement' that best suits your circumstances and the culture of your organization. The 4CF method encourages you to think about a goal in its widest sense and is complemented by using the SMART method described here to then state the goal in a specific way.Įach method has both advantages and disadvantages on its own, and so it is therefore important to use these two methods together, as it is entirely possible that using one method on its own will produce a goal that is deficient in some way. The SMART method of goal setting can be used in conjunction with the 4CF goal setting method described by Dr Edwin Locke and Dr Gary Latham as part of their work on goal setting theory.
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