If the goal is too big to have a single SMART goal there is another technique that can be used called the umbrella goal technique. Umbrella goals are a useful way to break down a bigger goal and help you think about the different elements.

The first thing you do is draw out the top of the umbrella and write your overall goal at the top. You can then draw out the umbrella spoke below and determine areas that need to be addressed to achieve the overall goal e.g customer service, services offered, products offered etc.

Each spoke can then become its own umbrella and broken down further with its own spoke e.g customer service might be broken down into waiting times, staff training, counter service etc.

Umbrella goals can take a long time to plan however they offer a lot of value to your business. You may find it useful to complete one with your team as it can be motivational and useful to get their views to see if there any additional elements they can add in, which you may not have thought of. You can then visually display this back of house in the pharmacy as they can be seen as a visual project plan.