Leolingham2000
Management Consultant
Spellbinder
Consulting, Research, Hrm & Training
Veerabahu
Quality Management Consultant
Vid_2212
Trainer

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I want some information on skills matrix. Please help

Hi thanks for the response... So glad to see so many responses...

I have actually no idea what a skills matix is and it is used and what are the advantages and disadvantages. Would be most grateful is somebody could help me out on this ASAP.

I'm working for a council in Uk. They have a call centre which has call centre agents taking calls from the local residents of that area regarding rubbish collection, noise nuisance, road safety, community hallls booking, highways and a host of various other functions. The calls have their own complexity. Some are simple, and others are complicated. At the moment they have alomost 40 agents at different levels. Some have just started probably 2 months back and handle a few call areas. Some are there since a year or two and then they have seniors who are similar to subject matter experts. Now the management wants to have a skills matrix to decide a person's pay hike based on the call centre agent's skills and also assess and bridge the skills gap. . So how do I go about creating a skills matrix for this kind of an organisation?

which industry are you referring to? Software has its' own. And, so on.. Cheers Rajashree Director XLRI, Singapore
Hi Rajashree,
That's great to know.
could you direct us to sources where perhaps one could learn about the structural matrix (benchmark matrix for any industry) as well as the Industry specific matrix.
Please do share.
Thank You
Best Wishes
Nad

skill matrix actually depend on the job to be done.

It is chart based on the job requirements.

you can make it by sitting with the concerned managers.

The simple skills table will have skill in the columns and posts in the rows.

for example if you have an operator of aN automatic computer controlled production e.g CNC lathe machine= he should have machine progaramming skills, drawing reading skills and also about selecting the proper tools depending on the work piece to be machined.

This is one skill set for that job.The same job will require work planning skills , communication skills, etc depending on the nature of the job.

you can set four grades of each skill like novice,semiskilled, skilled and expert .

when you link all skills needed with all posts in the company and the grades of skills you get the skill matrix.you can fill the cells in the table with the required grade(novice/semi/skilled/expert) for that post.

another example is that of a marketing executive = product presentation,negotiation etc are some of the skills needed .The marketing manager requires higher negotiation skills i.e "expert "whereas the executive may need "skilled" grade.

try out this and then ask your doubts

regards

veera

Skills Matrix come in various shapes/sizes, depending

on the needs of the organization.

Due to lack of time, I have hurriedly put together

the sites/ few softskills , to show its versatility.

Purpose

Assist new staff to orient themselves to skills expectations and training opportunities

Guide general staff and supervisors in the acquisition of IT skills relevant to their work

Identifies relevant training resources in an easy to use form

Can be used as a template by Faculties and Divisions to develop further or customise to meet their specific needs

Assist in planning professional development activities as part of the Monash Performance Management framework

Provides new resources for "mobile managers"

=========================================

SAMPLE SHOWING IT SKILLS matrix

-general staff

-manager

http://www.adm.monash.edu.au/staff-d...it/skills.html

==========================================

sample showing the skills matrix in a team.

<link no longer exists - removed>

==========================================

SKILLS MATRIX for technology servicing

http://www.techsets.org/training/matrix.php

=========================================

INDIVIDUAL JOB SKILLS MATRIX

http://mark.aufflick.com/about/skills

=============================================

TECH SKILLS MATRIX



===============================================

CONTENT SKILLS MATRIX

http://cmprofessionals.org <link updated to site home>

========================================

people / experience skills matrix

<link outdated-removed>

====================================

EXAMPLE OF SKILLS MATRIX FOR SOFTSKILLS

MERCHANDISERS

Skills Matrix ‑ Job Elements / Competency

VERTICAL axis HORIZONTAL axis

Functions/Major Elements COMPETENCY

-------------------------------------------------------------------------------------------------------------------------------------------------



Job Management Analysis

(Merchandising) Judgement

(Stock) Planning

(Displays) Organising

Delegation

-------------------------------------------------------------------------------------------------------------------------------------------------------------

Personal Effectiveness Initiative

Flexibility

Decisiveness

-----------------------------------------------------------------------------------------------------------------------------------------------------------------

Leadership Individual Leadership

(Merchandising) Sensitivity

(Stock) Persuasiveness

(Displays)

-----------------------------------------------------------------------------------------------------------------------------------

Knowledge/Skill Technical

Stores

Product

Computer Applications

--------------------------------------------------------------------------------------------------------------------------------------------

Communication Oral

Presentation

-------------------------------------------------------------------------------------------------------------------------------------

Performance Development Setting Targets/Goals

Identification of Opportunity

Action Planning

-------------------------------------------------------------------------------------------------------------------------------------------------

Operation Selection

Co‑ordination

Problem Solving

Monitoring

================================================== ============================

TERRITORY MANAGER

SKILLS MATRIX -job elements / performance criteria

vertical axis horizontal axis



JOB ELEMENTS

PERFORMANCE

CRITERIA

SELLING SKILLS Analysing the Situation

Prospecting Opportunities indentfying Opportunities

Presenting Gathering Information

Proposals Anafysing the Situation

Looking at Opportunities

Making Active Presentation

Selling Benefits

------------------------------------------------------------------------------------------------------------------------

Planning & Analysing the Situation

Development of Anticipating Needs

Sales Looking for Alternatives

Making Judgement

Scheduling Action

------------------------------------------------------------------------------------------------------------------------

Sales Leadership Takes Initiative

Active Attention

Influences Others

Moves towards the Goal

Sales Negotiation Presents the Proposals

Uses Tactics/Ploys

Closes with Agreement

----------------------------------------------------------------------------------------------------------------------------------

Sales Problem Consider Alternatives

Solving Making Judgement

----------------------------------------------------------------------------------------------------------------------------------------

JOB Analysis/Gathers information and

MANAGEMENT identifies key issues

Judgement Logical assumptions and

(Merchandising) course of action

(Stock) Planning/Establishing a sequence

(Displays) of activities

(Store) Organising/Implementing a sequence

of activities

Delegation Allocating tasks and

appropriate authority

Control Establishing procedures

to monitor the results

----------------------------------------------------------------------------------------------------------------------------------------------

PERSONAL Initiative/Taking action to influence

EFFECTIVENESS events to meet objectives

Flexibility Effective in varying

situations and people

Motivation Positive influence

Decisiveness Makes logical

assumptions and commits

to a result

---------------------------------------------------------------------------------------------------------------------------------------------

LEADERSHIP Individual Uses appropriate style

(Merchandising) Leadership and communication

(Stock) Sensitivity/Commercially aware

(Displays)

(Store)

Meeting/Guides a meeting towards

Facilitation its objectives

Persuasion & Gains acceptance to

Negotiation ideas/plans

------------------------------------------------------------------------------------------------------------------------

KNOWLEDGE &

SKILLS

Technical Understands technical

procedures

Business Understands Territory

business process

Stores Understands individual

accounts store functions

Product Understand of product

knowledge

Computer

Application Use of Computer

-------------------------------------------------------------------------------------------------------------------------------

COMMUNICATION OraL Expresses ideas

effectively

Presentation Presents ideas/concepts

effectively

Written Expresses ideas clearly

Guides the group to an

objective

--------------------------------------------------------------------------------------------------------------------------

PERFORMANCE Maximising/Establishes Goals,

MANAGEMENT Performance/Coaches and Evaluates

Coaching/Facilitates Staff

Development

Appraisal Evaluates Staff

Development

Developing Develops Staff Skills and

Talent Abilities

Feedback Responds to appraisals

and requests

Evaluation Appraise the results

against objectives

Advising Offers suggestions

--------------------------------------------------------------------------------------------------------------



PERFORMANCE Setting goals/Set up goals on mutual

DEVELOPMENT and targets agreement

Identification of Collects data and

opportunity assesses the scope

Action planning Propose a course of

proposal action

Meeting Helps/supports staff to

Expectations meet their needs

-----------------------------------------------------------------------------------------------------------------------------------

SALES Selection/Establishes criteria for

OPERATION decision making

Problem solving identifies issues and

determines solutions.

monitoring/ checks the progress.

documentation organizes the paperwork.

Coordination Works with others

effectively.

================================================== ==

HOPE THIS IS USEFUL TO YOU

REGARDS

LEO LINGHAM

Hi thanks for the response... So glad to see so many responses...
I'm working for a council in Uk. They have a call centre which has call centre agents taking calls from the local residents of that area regarding rubbish collection, noise nuisance, road safety, community hallls booking, highways and a host of various other functions. The calls have their own complexity. Some are simple, and others are compliacted. At the moment they have people at different levels. Some have just started probably 2 months back and handle a few call areas. Some are there since a year or two and then they have seniors who are similar to subject matter experts. Now the management wants to have a skills matrix to decide a person's pay hike based on the call centre agent's skills and also assess and bridge the skills gap. . So how do I go about creating a skills matrix for this kind of an organisation?

dear vid
you can follow the method in my previous message.
first you group the employees based on their nature of work and the challenges involved(level of difficulty)
E.g trainer, teamleader, call centre agent, senior agent etc, also based on the nature of calls taken you can divide them further by subject if needed.
for each category you find out the skills needed and make the table as per my previous message.After that we will discuss.
good luck
veera

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