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Chapter 1

Objectives, critical success factors and

key performance indicators

3.1 Objectives

Objectives focus on what the business wants to achieve and should
be SMART:

 Specific

 Measurable

 Achievable

 Relevant

 Time bound

3.2 Critical success factors (CSFs)

CSFs are the vital areas ‘where things must go right’ for the
organisation in order for them to achieve their strategic objectives.

Corporate
mission

Translate into:

CSFs

Measure using:

KPIs

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