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05-B-SMART Goals Examples Handout

This document provides examples of SMART performance and development goals in three categories: 1) Ongoing performance goals focused on providing high quality customer service, timely emergency response times, accurate financial reporting, regulatory compliance, staying within budget, and providing clear expectations and feedback to direct reports. 2) Special project performance goals with specific deadlines to complete office relocation, implement a new outreach strategy, transition to a new case management system, improve customer service, reduce sewer failure rates, and deliver compliance training workshops. 3) Development goals focused on enhancing skills in areas like Excel, cross-training, leadership, coaching, and obtaining additional credentials to strengthen performance.

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Moushumi Dhar
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317 views

05-B-SMART Goals Examples Handout

This document provides examples of SMART performance and development goals in three categories: 1) Ongoing performance goals focused on providing high quality customer service, timely emergency response times, accurate financial reporting, regulatory compliance, staying within budget, and providing clear expectations and feedback to direct reports. 2) Special project performance goals with specific deadlines to complete office relocation, implement a new outreach strategy, transition to a new case management system, improve customer service, reduce sewer failure rates, and deliver compliance training workshops. 3) Development goals focused on enhancing skills in areas like Excel, cross-training, leadership, coaching, and obtaining additional credentials to strengthen performance.

Uploaded by

Moushumi Dhar
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Examples of SMART Performance and Development Goals

Performance Goals

Ongoing Goals
• Provide high quality customer service resulting in a 90% customer satisfaction
rating on accuracy, timeliness and courtesy measures on an ongoing basis.
• Provide direction, support and oversight to the call center such that 95% of
hotline calls are answered within 1 minute and less than 2% of calls result in
complaints.
• On an ongoing basis, reconcile the department financial reports by the 15th of
every month with no increase in reconciliation errors.
• On an ongoing basis, dispatch 82% of high priority calls for police, fire and
medical services within established timeframes.
• Resolve 90% of complaints through a collaborative process without need for
formal mediation on an ongoing basis.
• Conduct education, monitoring and enforcement to ensure that 98% of
agricultural and pest control businesses are in compliance with all regulatory
requirements on an ongoing basis.
• Manage the department budget to stay within appropriations and accomplish
85% of service results by the end of the fiscal year.
• Coach and support my direct reports resulting in them reporting that I
provided them with clear expectations, meaningful feedback and fair
performance evaluations by the end of the fiscal year.

Special Project Goals


• Plan and oversee the office’s relocation to the new facility such that the office
and all systems are fully functional by September 30, 20XX.
• By January 1, 20XX, design and pilot a new outreach strategy using social
media to increase by 25% the usage of our programs by our teen clients.
• By July 1, 20XX develop and conduct a training program to support the
transition to a new automated case management system with minimal effects
on customer service such that all staff can accurately process 30 cases per day
within 3 months of the training.
• By March 20XX, develop and implement a customer service plan that results in
department staff reporting that they are clear about expectations for excellent
customer service and have the skills and support to perform at that level.
• Develop a quality improvement process for the sanitary sewer system that
reduces the failure rate to 1% by 12/31/XX.
• Create a partnership with at least 5 local cities to deliver two compliance-
related training workshops resulting in $250,000 improvement in Net County
Cost by 6/30/XX.
• By 11/30/XX, update the employee handbook to include a searchable intranet
version that employees find easy to use and informative.
• Complete the Energy Watch Program to reduce countywide carbon emissions
by 605 tons by the end of the fiscal year.

Development Goals

• By January 1, 20XX, complete an advanced Excel training course to upgrade my


skills so I can prepare budget reconciliation reports with an analysis of trends
and variances to help keep expenditures within budgeted limits.
• By June 30, 20XX, help develop and participate in cross-training for the office
assistant team to learn procedures across all units so that all critical functions
are covered during absences.
• By September 30, 20XX, chair the planning team for my professional
association’s annual conference to increase my communication and team
leadership skills to prepare myself for greater management responsibilities.
• Develop and practice my coaching skills so that my direct reports report that
they feel more satisfied with their work and able to perform at a higher level
and such that I achieve a 30/70 split between coaching and doing by June 30,
20XX.
• By June 30, 20XX, complete course work and attain a CSAC credential to
enhance my skills as an effective leader as measured by feedback from my
supervisor and the accomplishment of my performance plan goals.

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