Comprehensive Notes on Gilbert's
Performance Matrix
Gilbert's Performance Matrix is a widely recognized framework in performance
management. It offers a methodical approach to understanding and improving human
performance within organizations. Originally conceptualized as a six-level framework, the
matrix was later simplified to a more user-friendly three-level model. This evolution reflects
the need for a more practical, scalable approach to managing performance across diverse
organizational contexts. Below, we provide an extensive overview of the matrix, its usage,
the organizations that have benefitted from it, and the reasons behind its simplification.
1. Origin and Story of Gilbert's Six-Level Performance Matrix
Gilbert's Performance Matrix was initially introduced by Thomas F. Gilbert, a pioneering
figure in the field of human performance technology. Gilbert, known for his work in
instructional design and performance improvement, wanted to create a systematic
framework for diagnosing performance gaps within organizations.
The six-level matrix was conceived as a tool for understanding the various factors that
contribute to human performance. These levels include: Philosophical, Cultural, Policy,
Strategic, Tactical, and Logistic. The original intention behind the six-level matrix was to
break down performance barriers at multiple layers of an organization, from high-level
philosophical alignment to the availability of resources for logistical execution.
While the six-level matrix was comprehensive, it became clear over time that it was too
complex for everyday application in many organizational settings. It required managers and
HR professionals to assess a broad range of factors, some of which could be challenging to
measure or implement in real time.
2. Transition to the Three-Level Matrix
Over time, as organizations sought more streamlined and easily applicable frameworks,
Gilbert’s six-level matrix was simplified into a three-level matrix. This reduction was driven
by the need to focus on the most impactful aspects of performance management while
maintaining the effectiveness of the framework. The three key levels became: Information,
Resources, and Incentives.
The three-level matrix focuses on simplifying the decision-making process for managers by
emphasizing the key elements that directly influence performance. These three levels can
be summarized as follows:
1. **Information**: Clarity and availability of data required for performing the task. It
includes the right type of knowledge, instructions, and understanding needed to succeed.
2. **Resources**: The availability of tools, time, and materials to perform the job. This
includes the infrastructure, technology, and human resources that enable individuals to
perform effectively.
3. **Incentives**: Motivational factors, including rewards, consequences, and feedback that
encourage individuals to perform tasks to the best of their abilities.
This simplification allowed organizations to focus on the most crucial aspects of
performance, ensuring that interventions were not only practical but also impactful. By
honing in on these three factors, Gilbert’s matrix became a more actionable tool for
performance improvement.
3. Usage and Applicability of Gilbert's Matrix
Gilbert’s Performance Matrix is used by organizations to diagnose and address performance
issues at different levels. By evaluating whether the key components of information,
resources, and incentives are in place, companies can pinpoint performance gaps and take
corrective actions. It is particularly useful in performance management and training
programs.
### Application Areas:
1. **Human Resource Management**: Organizations can use the matrix to identify where
training and development efforts may be falling short. For example, if employees lack the
information necessary for their tasks, a targeted training program might be introduced.
2. **Organizational Development**: The matrix helps to align the organization's structure,
policies, and resources with its strategic goals, thereby improving performance at every
level of the organization.
3. **Performance Improvement Programs**: The matrix is used in performance
improvement initiatives to diagnose barriers to success and create actionable solutions.
Whether it is improving employee productivity, enhancing leadership capabilities, or
optimizing workflows, Gilbert’s model serves as a foundational tool.
4. **Customer Service Excellence**: In customer service environments, the matrix can
identify areas where performance is falling short, whether due to insufficient information
(e.g., product knowledge), inadequate resources (e.g., staffing), or lack of incentives (e.g.,
customer service rewards programs).
4. Organizations That Have Benefited from Gilbert's Matrix
Gilbert's Performance Matrix has been adopted by a wide variety of organizations across
industries, helping them improve performance in both human resources and operational
areas.
### Examples of organizations that have successfully used Gilbert’s Performance Matrix:
1. **General Electric (GE)**: GE has implemented performance improvement initiatives
across its global operations. By evaluating its strategies, resources, and incentives through
Gilbert’s matrix, GE has been able to align its leadership practices with organizational goals.
2. **Walmart**: In the retail sector, Walmart uses performance management tools like
Gilbert's matrix to optimize store operations, improve employee training programs, and
streamline resource allocation to better meet customer needs.
3. **IBM**: IBM uses the matrix in its employee development programs, focusing on
providing adequate information and resources while offering incentives to boost
performance across its workforce.
4. **Southwest Airlines**: Known for its strong organizational culture, Southwest Airlines
uses Gilbert's matrix to ensure that its employees have the information, resources, and
motivation needed to deliver outstanding customer service.
5. Conclusion
Gilbert's Performance Matrix, whether in its six-level or three-level form, provides a
comprehensive and systematic approach to understanding and improving performance
within organizations. Its evolution from a complex six-level framework to a simplified
three-level model demonstrates the importance of adapting management tools to the
practical needs of organizations.
By focusing on the core elements of information, resources, and incentives, Gilbert’s matrix
helps organizations address performance gaps at multiple levels. This adaptability and
practical applicability have made it an invaluable tool for organizations across various
sectors.