28 Managing Professional Service Delivery: 9 Rules for Success
mitigation efforts and then rewarding improvement through a coaching model usu-
ally results in an increase in the desired behavior. This approach has a much higher
probability of changing (and improving) behavior.
We have experienced success utilizing a Skills Flexibility Matrix (SFM). An SFM
shown in Figure 2.3 is simply a two-dimensional spreadsheet showing two dimen-
sions. The names of the people being considered for a particular position are listed
along the left side, and all of the skills needing to be resident within the scope of an
organizational unit are listed across the top. Each person is evaluated regarding the
level of mastery for each skill using a numerical value ...