Details and the description of the goal will be entered on the Goal tab, as well as the target, initial value, and setting when your goal is completed. You'll need to enter an action and details such as, 'Action: Provide, Details: best in class customer support throughout customer life cycle'. The title of your goal should be 1 sentence at most, if you find your goal requires additional information, the More Details section can be used.
A start and end date are also compulsory, this helps ensure your progress stays on track and keep you focused on your deadline.
Your target is the value you are trying to reach for your goal. E.g. $10,000
Your unit is what you are measuring, for example- dollars, complaints, or people.
Your initial is the value you are starting the goal with. This will default to zero, but this can be altered to suit your specific goal. Often when you start a goal you may be working from a particular baseline; for example, you may want to reach 1000 active clients, and you signed 500 last year, so your initial is 500.
Another example may be an inverse target, where your initial is larger than your target, as you wish to achieve a reduction of something. For example, it may take you 14 hours on average to respond to support requests, and your goal is to reduce that to 7 hours.
Once you’ve entered your initial, target, and unit, you’ll be asked a follow up question to help the system understand the way you’re tracking your goal. This will help determine the goals status (‘Behind’, ‘On Track’, ‘Overdue’ etc). For example, if your goal is “Deliver revenue of $10,000”, reaching $10,001 is positive – as you are happy to have made even more money, and hitting $9,999 is not positive, as you have not hit your target.
There may be some instances however, where you’ll want the opposite of this. For example, if your goal is “Reduce the number of customer complaints to 100 complaints”, in this instance hitting 101 complaints is bad, whereas 99 complaints would be a positive.
Another scenario which may occur, is when you want to reach a target exactly, and neither overachieve or underachieve. An example of this is “Maintain employee attrition of 5%”.
The next step is to let the system know when your goal is complete.
Some goals are complete once the target is reached e.g. “Sell new product 9000 units” – once you’re units are sold, the goal will be marked as ‘Complete’.
However, for certain goals, reaching the target won’t always mean a goal is complete. For example, any maintain goal e.g. “Maintain employee attrition of 5%”- hitting 5% does not mean your target is reached, the end date of the goal should determine its completion. This is why you are able to select ‘goal is complete when you’ve reached your target, and end date’.
In the example above, it is bad to reach a value both higher or lower than the set target. If you’re goal requires this kind of strict tracking, where you need to be maintaining an exact value, you’ll notice an extra option appear- Tolerance value. Tolerance is a set value that allows a user a certain amount of leeway on the calculation of the goal status. Goal status is determined by how much progress has been made in the goal period, versus how much progress should have been made according to the tracking curve.
You will always see how much your goal is ahead or behind in the goal hub. If a tolerance has been set, goals are allowed to be a certain percentage off before they are marked as ‘Behind’.
User’s with the System privilege have the ability to set a universal tolerance value for the entire organisation, however, when a goal, such as the example above, is created, where bad is selected for both over achieving and under achieving the target value, the user will have the ability to set their own tolerance value, which will override the universal tolerance value set for the organisation.