To outline outcome-based goals, a project manager should follow a structured approach that ensures goals

are clear, measurable, and aligned with the desired outcomes of the project. Here's a step-by-step guide:
1. Understand Stakeholder Needs:
o Identify Stakeholders: Determine who the key stakeholders are and what their needs and
expectations are for the project.
o Gather Requirements: Conduct interviews, surveys, and meetings to gather detailed
requirements and desired outcomes from stakeholders.
2. Define Project Objectives:
o Align with Business Goals: Ensure that project objectives align with the overall business
goals and strategic direction of the organization.
o Specific and Clear: Make sure objectives are specific and clearly stated to avoid any
ambiguity.
3. Develop Outcome-Based Goals:
o SMART Criteria

o For example, instead of setting a goal like "Improve customer satisfaction," an outcome-
based goal would be "Increase customer satisfaction scores by 15% within six months."
4. Identify Key Performance Indicators (KPIs):
o Relevant Metrics: Identify KPIs that will be used to measure progress toward each goal.

o Baseline Data: Establish baseline data to compare against future performance.

5. Document Goals and KPIs:

o Project Charter: Include the defined goals and KPIs in the project charter or plan.

o Detailed Documentation: Provide detailed descriptions of each goal, how it will be

measured, and the expected outcomes.
6. Communicate Goals to the Team:
o Clear Communication: Ensure that the project team understands the goals, why they are
important, and how they contribute to the project's success.
o Regular Updates and Individual Feedback: Communicate progress towards goals
regularly to keep the team informed and motivated.
7. Monitor and Review Progress:
o Regular Tracking: Monitor progress towards the goals using the defined KPIs.

o Adjustments: Be prepared to make adjustments to the project plan or goals if necessary,

based on ongoing review and feedback.
8. Report Outcomes:
 o Final Report: At the end of the project, compile a report detailing the outcomes
achieved, how they compare to the initial goals, and any lessons learned.
o Stakeholder Presentation: Present the outcomes to stakeholders, highlighting the
success in achieving the set goals and the impact on the organization.
Example of Outcome-Based Goals Outline
Project: Customer Service Improvement Initiative
Goal 1: Improve customer satisfaction.
 Outcome-Based Goal: Increase customer satisfaction scores from 70% to 85% within 12
months.
 KPI: Customer satisfaction score from quarterly surveys.
 Baseline: Current satisfaction score is 70%.
Goal 2: Reduce customer service response time.
 Outcome-Based Goal: Decrease average response time from 24 hours to 6 hours within 6
months.
 KPI: Average response time measured monthly.
 Baseline: Current average response time is 24 hours.
Goal 3: Increase customer retention rate.
 Outcome-Based Goal: Increase customer retention rate by 10% within one year.
 KPI: Monthly retention rate.
 Baseline: Current retention rate is 60%.