Something that is critically important to be done, obtained or achieved in order to reach to the goal.
Description
In order for a CSF to be measurable and concrete, it is required that it meets the following criteria:
- Reachable. It must be possible to achieve the concrete goals that are set, otherwise the plan is unrealistic.
- Timed. Either an absolute reference (eg specific date) or relative time period (eg "within two years" is used. This time limit indicates when the result should be in place.
- Measurable. It must be possible to determine whether the result is in place or not. The statement can be expressed as an exact measurement value (eg "95% satisfied customers") or more vaguely, given that it is possible to answer yes or no to the question.
CSFs are similarly concrete goals (Objective) and it is a good idea to apply "SMART" criteria for these (Specific, Measurable, Attainable, Relevant and Time-based).
Example
Examples of CSFs:
- 95% customer satisfaction at the end of the year
- New CRM system in place within 6 months
- 10% increased product sales no later than 30/6 this year