Objectives and measures

How to use

1. Define the outcome and measure. 2. Verify baseline and data source. 3. Agree target, deadline and owner. 4. Do not treat the example target as a required standard.

Completed example

This is a fictional example, not client data or a pricing recommendation.

Area: Customer service Broad goal: Faster enquiry follow-up Baseline: Incomplete data; measure baseline in week one Measure: Enquiries answered within one working day Numerator: Enquiries answered within one day Denominator: All eligible enquiries in the period Proposed target: 90% after validating the baseline Deadline: End of agreed quarter Owner: Customer service owner Data source: Enquiry and response log