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 matrix is and how it is used, and what are the advantages and disadvantages. I would be most grateful if somebody could help me out on this ASAP.
I'm working for a council in the 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 halls 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 almost 40 agents at different levels. Some have just started probably 2 months back and handle a few call areas. Some have been 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 organization?
From United Kingdom, Dagenham
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Hi, thanks for the response... So glad to see so many responses...
I have actually no idea what a skills matrix is and how it is used, and what are the advantages and disadvantages. I would be most grateful if somebody could help me out on this ASAP.
I'm working for a council in the 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 halls 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 almost 40 agents at different levels. Some have just started probably 2 months back and handle a few call areas. Some have been 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 organization?
From United Kingdom, Dagenham
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which industry are you referring to? Software has its' own. And, so on.. Cheers Rajashree Director XLRI, Singapore
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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
From India, Mumbai
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78That'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
From India, Mumbai
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Skill matrix actually depends on the job to be done. It is a chart based on the job requirements. You can create it by sitting with the concerned managers. The simple skills table will have "skills" 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 programming skills, drawing reading skills, and also knowledge about selecting the proper tools depending on the workpiece 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 for 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/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 a "skilled" grade.
Try this out and then ask your doubts.
Regards,
Veera
From India, Thrissur
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For example, if you have an operator of an automatic computer-controlled production, e.g., CNC lathe machine, he should have machine programming skills, drawing reading skills, and also knowledge about selecting the proper tools depending on the workpiece 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 for 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/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 a "skilled" grade.
Try this out and then ask your doubts.
Regards,
Veera
From India, Thrissur
Acknowledge(0)Amend(0)
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
From India, Mumbai
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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
From India, Mumbai
Acknowledge(0)Amend(0)
Hi, thanks for the response. So glad to see so many responses.
I'm working for a council in the UK. They have a call centre where call centre agents take calls from local residents regarding rubbish collection, noise nuisance, road safety, community hall bookings, highways, and various other functions. The calls vary in complexity; some are simple, while others are more complicated. Currently, there are employees at different levels. Some have recently started, handling a few call areas. Others have been there for a year or two, and there are seniors who serve as subject matter experts. The management now aims to implement a skills matrix to determine pay hikes based on the agents' skills and to evaluate and address any skills gaps. How should I proceed with creating a skills matrix for this organization?
From United Kingdom, Dagenham
Acknowledge(0)Amend(0)
I'm working for a council in the UK. They have a call centre where call centre agents take calls from local residents regarding rubbish collection, noise nuisance, road safety, community hall bookings, highways, and various other functions. The calls vary in complexity; some are simple, while others are more complicated. Currently, there are employees at different levels. Some have recently started, handling a few call areas. Others have been there for a year or two, and there are seniors who serve as subject matter experts. The management now aims to implement a skills matrix to determine pay hikes based on the agents' skills and to evaluate and address any skills gaps. How should I proceed with creating a skills matrix for this organization?
From United Kingdom, Dagenham
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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). For example, trainer, team leader, call center agent, senior agent, etc. Also, based on the nature of calls taken, you can further divide them 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
From India, Thrissur
Acknowledge(0)Amend(0)
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). For example, trainer, team leader, call center agent, senior agent, etc. Also, based on the nature of calls taken, you can further divide them 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
From India, Thrissur
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