Competence matrix (ISO 9001 7.2) with example

A competence matrix is a table that records, per role, which knowledge and skills are needed, and shows for each employee whether they meet them. For ISO 9001 , it is the easiest way to demonstrate clause 7.2 (competence). The standard does not prescribe a matrix, but it does require you to keep evidence of competence. This requirement is also on the list of mandatory documents for ISO 9001 and applies to both the 2015 version and the new ISO 9001:2026 .

Short answer: a competence matrix sets roles (rows) against required competences (columns). For each cell, you record the required level and whether the person meets it. Together with diplomas and training records, it is your evidence for ISO 9001 clause 7.2.

What does ISO 9001 clause 7.2 require about competence?

Clause 7.2 covers people whose work affects the quality of your product or service. These are your own employees, but also temporary workers and contractors who work under your direction. The standard asks for four things:

Requirement in 7.2	What it means	Example
Determine the necessary competence	Record per role what a person must know and be able to do	A fitter must know NEN 1010 and be able to trace a fault
Ensure people are competent	Based on education, training or experience	A vocational diploma in electrical engineering or five years of experience
Take action if something is missing	Training, supervision, different work, or hiring someone else	A course, or working alongside a senior colleague
Retain evidence	Documented information as proof of competence	Diplomas, certificates, sign-off lists

The third requirement has a detail that is often forgotten: you also check whether the action worked. Taking a course is not enough. After it, you check whether the person now actually masters the work.

Experience counts, but you must be able to demonstrate it. “He has been doing this for twenty years” is not evidence for an auditor. A sign-off list or an assessment by a manager is.

Sample competence matrix ISO 9001

Below is a completed competence matrix for a fictitious installation company with eight employees. The top table shows the required level per role. The table underneath shows the actual level per employee.

Levels used: 0 = not needed, 1 = basic knowledge, 2 = works independently, 3 = can instruct others.

Part 1: required level per role

Competence	Fitter	Work planner	Scheduler	Project manager
Installing to NEN 1010	2	1	0	1
Fault diagnosis	2	0	0	1
VCA basic	2	1	0	2
Reading drawings	2	3	1	2
Planning software	0	1	3	2
Customer contact and handover	1	1	2	3
Handover inspection work instruction	2	1	0	2

Part 2: actual level per employee

Employee	Role	NEN 1010	Fault diagnosis	VCA	Drawings	Handover inspection	Action
Ahmed	Fitter	3	2	2	2	2	None
Lisa	Fitter	2	1	2	2	1	Fault diagnosis training in Q2, shadow a handover
Bram	Fitter (employed since March)	1	1	0	2	1	VCA exam before 1 June, onboarding plan
Sanne	Work planner	1	0	1	3	1	None
Joost	Project manager	2	2	2	2	3	None

Cells marked red in your own spreadsheet are the gaps: the actual level is below the required level. Each gap gets an action with a date. This shows at a glance where your training budget should go.

Link the “Action” column to your training plan. Then one spreadsheet gives you both the matrix and an overview of planned training, which is exactly what an auditor asks for under 7.2.

Build the matrix in five steps

List the roles. Use your organisation chart. Include roles such as internal auditor and prevention officer.
Determine the competences per role. Start with the processes you have mapped. Which steps are critical for quality? Those steps need a competence.
Choose a scale. Three or four levels is enough. Briefly describe what each level means, so that two managers score the same way.
Score each employee. Do this together with their manager and link each score to evidence: a diploma, certificate or assessment.
Plan actions and evaluate them. Each gap gets an action, an owner and a date. After the training, check whether the level has actually gone up.

Update the matrix at least once a year, for example after performance reviews. Also adjust it when a new employee joins, a new machine is introduced or a way of working changes.

What does the auditor want to see for competence?

For clause 7.2, the auditor usually works from a sample. They pick a few employees and ask for the evidence. So prepare the following:

What the auditor asks	Evidence you show
Which competences are needed for this role?	Job profile or part 1 of the competence matrix
Is this employee competent?	Score in the matrix plus diploma, certificate or sign-off list
What do you do when someone is missing something?	Training plan, onboarding plan, action column in the matrix
Did the training work?	Evaluation after training, new score, observation on the work floor
Does this also apply to temporary staff?	Copy of VCA diploma or certificate of the temporary worker or contractor

A common finding is an expired certificate. Think of VCA, a forklift certificate or an F-gas certificate. For that reason, add a “valid until” column for anything that has an expiry date.

Common mistakes with the competence matrix

Too many competences. A matrix with forty columns is not kept up to date by anyone. Limit it to what affects quality.
Diplomas only. A diploma does not tell the whole story. Include practical skills that are signed off on the work floor.
No evaluation of training. The standard asks whether the action was effective. Record that assessment.
Forgetting temporary staff. Temporary workers and subcontractors who work under your direction also fall under 7.2.
Made once and never updated. A matrix from two years ago with people who have since left is noticed immediately.

How does the competence matrix relate to awareness (7.3)?

Competence (7.2) is about being able to do something. Awareness (7.3) is about knowing: do employees know the quality policy, the objectives, and what happens when they deviate from the way of working? In ISO 9001:2026, awareness also includes attention to quality culture and ethical behaviour. You can add a “knows the quality policy” column to your matrix, but the auditor mainly tests awareness by talking to people. Record what the organisation as a whole knows in a knowledge register.

Next step

Use the matrix as input for your management review, under the agenda item resources. Review the full ISO 9001 requirements for the rest of clause 7, or go through all clauses with the ISO 9001 checklist. Read how to manage the matrix and its related records in document control (7.5).

Sources

NEN-EN-ISO 9001:2026 - Dutch edition of the new version
NEN-EN-ISO 9001:2015 - clause 7.2 Competence
ISO.org - ISO 9001