The SMART framework turns broad organizational goals into actionable metrics and objectives. It requires each measure to be specific, measurable, achievable, relevant, and time-bound. section 7.2 section 7.4
Apply the five criteria when defining a metric:
- Specific: define the performance aspect, expected result, and meaning of success without vague language. section 7.2.1
- Measurable: use an objective quantitative measure and capture reliable data consistently over time. section 7.2.1
- Achievable: set a realistic target that remains within reach. section 7.4
- Relevant: connect the metric to team and organizational success rather than tracking an unrelated activity. section 7.4
- Time-bound: aggregate the metric over an appropriate timeframe for tracking or forecasting. section 7.4
Define the operational measure with stakeholders, then establish a baseline using internal history, benchmarks, and initial targets. Check data quality and inspect trends before using the metric for decisions. section 7.2.1 section 7.4
From concept to metric
Replace “customer satisfaction” with “the percentage of customers reporting that they were ‘Satisfied’ or ‘Highly Satisfied’ with their experience.” Similar translations include tasks completed on time, first-contact resolution, and median setup time. section 7.2.1
SMART design does not guarantee useful measurement. Cumulative totals can hide declining performance, irrelevant measures can misdirect effort, and duplicate keys or invalid dates can degrade metric quality. section 7.4
