Performance indicators are a key component to planning process and for achieving operational excellence. All too frequently clients will spend considerable resources, staff time, and consulting fees redesigning their existing processes in response to new space, technology or a model of care. However, they stop short of identifying performance indicators and outcomes that will evaluate the success of implementation. Identifying the specific indicator and accompanying quantitative metric for achieving desired performance is imperative to evaluate the effects of change and ensuring that service standards for all customers – patients and staff. Target performance indicators should be established, re-evaluated and updated as needed.