SMART performance objectives:

• clearly describe performance that "meets expectations."
• relate to the completion of accountabilities, a special project, or professional development activities.
• should be the same for everyone performing the same job, but may vary where employees with the same position have different responsibilities.
• may describe performance in quantitative (volumes, percentages, timeframes) or qualitative terms (courtesy, effectiveness). In either case, the results must be observable and measurable.

1. What do I need to do (performance)?
2. How do I do it? (conditions)
3. How will we know I was successful? (criteria)
4. What key success factors will be used to measure success in achieving objectives?

1. What do I need to do (performance)?

• Describe observable action or behaviour, using action verbs
• Describe the object of the action

FOR EXAMPLE... 

You would assess someone's understanding of a task by observing him or her carry out the action involved. Here is a list of common action verbs:

2. How do I do it? (conditions)

Defines the way in which the work is to be done, including:

• Processes to follow
• Tools to use    
• Individually or working with others

FOR EXAMPLE:

3. How will we know I was successful? (criteria)

• Define quantities, timeframes, frequencies, error rates
• Define the desired quantitative amount or end result as opposed to increases, reductions, or learning

FOR EXAMPLE:

People may have different perceptions of promptly - defining it as within 24 hours will help everyone produce consistent and expected results.

It's also important to measure achievement of the desired results using appropriate criteria. For example, the volume of complaints processed might not be an accurate indicator of customer satisfaction, while the percentage that aren't escalated to the next level might be more reliable measurement criteria.

FOR EXAMPLE:

SMART criteria clearly describe how achievement of the objective will affect department and organizational goals.

4. What key success factors will be used to measure success in achieving objectives? 

• Identify the methods you'll use to monitor and assess progress and results
• Consider the easiest and most reliable information gathering methods and resources

FOR EXAMPLE:

A lack of complaints may not indicate whether you've achieved specific results within the measurement criteria described in step 3. Link key success factors to the measurement criteria and results you define in the SMART performance objective.

Action Planning

Some SMART objectives clearly define everything that needs to be done to achieve desired results. Others may be more complex, requiring completion of an action plan, project schedule or some other document that sets out a series of steps to be completed over a period of time.

A SMART Action Plan identifies:

• The steps required to achieve an objective, including training, completion of related tasks, and other activities. These should, like SMART objectives, describe the observable action to be taken.
• The people who need to be involved in the plan, to help achieve the objective. Be sure to check with others who will be involved in the plan to ensure they are able and willing to participate.
• Timeframes for completion of each step. Clearly define dates or frequencies - "weekly" rather than "ongoing" or "TBD (to be decided)".
• Support and resources required to facilitate completion of each step. Any resources identified must be available when needed.
• Follow-up needed to ensure the plan is progressing as required.