Exercise on SMART Goals Setting

1. “To increase sales approximately by Rs.200 million.”

NM Furniture aims to increase sales by Rs. 200 million by 31st Dec 2015
by opening 5 more furniture show rooms in Lahore, Islamabad and
Karachi.
2. “To substantially improve company’s profit by end of December
2010”
Samsung has to substantially improve 20% profit by increasing sales on
LED’s and giving discounts to customers till 1st Jan.
3. “To reduce department’s administrative expenses to improve
profitability of the company.”
PIA reduces administrative expenses by 15% by 1st Jan through lying off
extra employees.
4. To ensure that internal control are strictly followed and audit
objections are rectified.
Pepsi co ensures that internal controls are strictly followed and all audit
objections are rectified by 31 Dec 2017. This is too achieved by forming
a separate department of Internal Audit to increase the value and
credibility of company.
5. “To implement new software as early as possible to enhance
procedural efficiency for call center services”
The company aims to implement new software to by 31 December, 2014
to enhance procedural efficiency for call center services by making it
 easier for call operators to get the information needed by customers.
This will reduce call waiting time by 2 minutes, a decrease of 50%.
6. “To rotate departmental staff to enhance their knowledge and
experience.”
From 1 Jan 2015 Company X will start rotating all its employees
between departments to enhance their knowledge and experience.
7. “To reduce wait time at cash counters for better delivery of
customer service.”
From 1st Jan 2015 onwards Metro will add 5 more terminals at its store
to reduce wait time at cash counters by 30%.
8. “To provide training to branch staff to update their knowledge.”
Roots School has to provide training to DHA branch staff on 1 Dec 2014
to update their knowledge about teaching skills.

9. “To reduce customer’s complaints substantially to enhance

customer satisfaction.”
ABC Tailors will add 5 people to its staff to make sure customers
receive their clothes on time. This is the biggest source of complaints,
accounting for 50% of all complaints and solving this problem will
enhance customer satisfaction. The hiring process is to be completed by
31 December 2014.