How do you avoid setting unrealistic or conflicting SMART goals and KPIs for service improvement?

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SMART goals and KPIs are essential tools for service improvement, but they can also cause problems if they are not aligned, realistic, and measurable. How do you avoid setting goals and indicators that conflict with each other, create unrealistic expectations, or fail to capture the true value of your service? Here are some tips to help you design SMART goals and KPIs that work for service improvement.

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Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
Diego Vazquez

Director de transformación en Estratega | Consultor en estrategia y procesos

1 Define your service vision and value proposition

Before you set any goals or indicators, you need to have a clear vision of what your service is, who it serves, and what value it delivers. This will help you align your goals and KPIs with your service strategy, mission, and purpose. You can use tools like the service blueprint, the value proposition canvas, or the business model canvas to define your service vision and value proposition.

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2 Use the SMART criteria for your goals

SMART is an acronym that stands for Specific, Measurable, Achievable, Relevant, and Time-bound. These are the criteria that you should use to set your goals for service improvement. Specific means that your goals are clear and well-defined, not vague or ambiguous. Measurable means that you can track and quantify your progress and results, not rely on subjective opinions or feelings. Achievable means that your goals are realistic and attainable, not impossible or out of reach. Relevant means that your goals are aligned with your service vision and value proposition, not irrelevant or contradictory. Time-bound means that your goals have a deadline or a timeframe, not open-ended or indefinite.

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Luciana Meira Leal (LuLEH)

CEO Diamond Hour | COO INFOmail | Angel Investor | Networking CEOs CIOs CISOs | Creativity | Innovation | Holistic Development. We connect people, places & moments.
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Estoy de acuerdo una vez que tener claridad nos lleva a tener objetivos específicos, alcanzables y fáciles de entender. Con la medición se puede evaluar el progreso y el éxito. Al establecer prioridades los objetivos relevantes reciben atención y recursos estando orientados a resultados concretos. Y sobre todo utilizar recursos SMART genera mayor motivación.

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3 Choose your KPIs carefully

KPIs are key performance indicators that measure how well you are achieving your goals. When choosing your KPIs, it is important to consider relevance, accuracy, simplicity, and actionability. The KPIs should reflect the most important aspects of your service performance, provide reliable and valid data, be easy to understand and communicate, and enable you to make informed decisions and take corrective actions. This way, you can ensure that the KPIs are not the same as your goals, but are linked to them in a meaningful way.

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4 Align your goals and KPIs with your stakeholders

Your goals and KPIs are not only for your own benefit, but also for your stakeholders, such as your customers, employees, partners, or funders. You should align your goals and KPIs with their expectations, needs, and feedback. You can use tools like the stakeholder map, the customer journey map, or the feedback loop to identify and engage with your stakeholders. You should also communicate your goals and KPIs clearly and regularly with them, and solicit their input and feedback.

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5 Review and adjust your goals and KPIs regularly

Your goals and KPIs are not set in stone, but rather dynamic and flexible. You should review and adjust them regularly, based on your performance, results, and feedback. You should also celebrate your achievements and learn from your failures. You can use tools like the PDCA cycle, the SWOT analysis, or the lessons learned log to review and adjust your goals and KPIs regularly.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
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To avoid setting unrealistic or conflicting SMART goals and KPIs for service improvement, engage stakeholders in the goal-setting process to ensure alignment and gather diverse perspectives. Assess current capabilities and use data-driven insights, including historical performance and industry benchmarks, to establish achievable targets. Clearly define each goal and KPI to ensure they are specific, measurable, achievable, relevant, and time-bound, while also ensuring that they align with overall business objectives to prevent conflicts. Regularly review and adjust goals based on changing circumstances and performance trends, and promote transparency by communicating these goals to all stakeholders for shared understanding and commitment.

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Diego Vazquez

Director de transformación en Estratega | Consultor en estrategia y procesos
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He dise?ado dashboards varias veces. El modelo que uso implica ir desde lo más general a lo bien particular. Por ejemplo: - ?Cómo debería ser el proceso que va desde la toma de datos hasta el aseguramiento de la decisión tomada? - ?Cuál es el perfil de las personas que van a utilizar este dashboard? - ?Qué es lo que les permite saber con certeza si las cosas están muy bien o muy mal? - ?Qué datos requiere cada KPI? - ?Qué “peso específico” tiene cada uno en la toma de decisión? - ?Cuáles son los umbrales que reflejan si el estado que muestra es bueno, regular o malo? Obviamente en medio de esto aplicamos varias técnicas más que aseguran que la gestión de medición y toma decisión, crezca en madurez a medida que la organización está lista.

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How do you avoid setting unrealistic or conflicting SMART goals and KPIs for service improvement?

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1 Define your service vision and value proposition

2 Use the SMART criteria for your goals

3 Choose your KPIs carefully

4 Align your goals and KPIs with your stakeholders

5 Review and adjust your goals and KPIs regularly

6 Here’s what else to consider

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