Delivering successful client KM
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Transcript of Delivering successful client KM
www.blplaw.com Page 2 © Berwin Leighton Paisner
Defining your business goal
Revenue
Understanding
Knowledge
Relationship
Trust Commerciality
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Delivering the outcome: epistemological alignment
Individualistic (autopoietic)
Team based (connectionist)Firmwide (cognitivist)
Adapted from: Marr, Gupta, Pike & Roos (2003) Intellectual capital and knowledge management effectiveness. Management Decision 41/8 pp771-781
Traditional KM System epistemology
Law firm epistemology
Relationship based epistemology
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Delivering the outcome: focus on value
• It is not primarily your stock of knowledge that creates value, but how your firm can transform that knowledge into a product, a conversation, a process, a good reputation – anything that contributes to the financial success of the firm.
Adapted from: Peppard & Rylander (2001) Leveraging intellectual capital at APiON. Journal of Intellectual Capital. 2/3 pp1469-1930.
“Make use of what you’ve got.” (anon)
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Delivering the outcome: essentials
• Align your project with your firm’s strategy
• Obtain board level/managing partner support
• Deliver against clear and identifiable goals
• Request a budget - and be prepared to make use of what you’ve got
• Support initiatives to develop and improve internal knowledge assets – this is your resource
Ref: Syad-Akhsan & Rowland (2004) Knowledge management in a public organization: a study on the relationship between organizational elements and the performance of knowledge transfer. Journal of Knowledge Management. 8/2 pp95-111.
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Measurement
“If it’s not being measured, its not being managed.” (anon)
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Measuring success: suggested KPIs
Revenue
RelationshipCommerciality
New business
Conve
rsat
ions
Read
er sta
ts
Increased business
Positive comm
ents
Bespoke training
Relationship audits
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Measuring success: suggested KPIs
Commerciality: positive comments; reader stats; links to revenue
Relationship: conversations; training requests; relationship audits
Revenue: increased fees; new business
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Summary
• Define your business goal – and be sure it is aligned with your firm’s strategy
• Align your strategy with an external, relationship based epistemology
• Make sure you have in place elements that are key for delivery: board level support, clear goals, strategic alignment - and a budget!
• Pick your KPIs, set a baseline and track them over time