Delivering Successful Client KMsetting goals | delivering outcomes | measuring successJuly 2012
Defining your business goal                                                                Revenue                        ...
Delivering the outcome: epistemological alignment                                    Individualistic (autopoietic)        ...
Delivering the outcome: focus on value • It is not primarily your stock of knowledge that     creates value, but how your ...
Delivering the outcome: make use of whatyou’ve gotwww.blplaw.com Page 5 © Berwin Leighton Paisner
Delivering the outcome: make use of whatyou’ve gotwww.blplaw.com Page 6 © Berwin Leighton Paisner
Delivering the outcome: essentials • Align your project with your firm’s strategy • Obtain board level/managing partner su...
Measurement                “If it’s not being measured, its not being                              managed.” (anon)www.blp...
Measuring success: suggested KPIs                    Inc                        r   e as                                  ...
Measuring success: suggested KPIsRevenue: increased fees; new businessRelationship: conversations; training requests; rela...
Summary • Define your business goal – and be sure it is aligned     with your firm’s strategy • Align your strategy with a...
Thank youAny questions?This document provides a general summary only and is not intended to be comprehensive. Specific leg...
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Delivering successful client KM

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How to make the most of what you have to deliver successful KM for your organisation. Presented from the perspectiove of delivering an external facing strategy, but principles apply in all circumstances.

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  • Food Unrefrigerated shelf life Shelf life with zeer Carrots 16 4 days 20 days Eggplant 13 1-2 days 21 days Guava 15 2 days 20 days Meat17 <1 day ~14 days Okra16 4 days 17 days Rocket15 1 day 5 days Tomatoes15 2 days 20 days
  • Delivering successful client KM

    1. 1. Delivering Successful Client KMsetting goals | delivering outcomes | measuring successJuly 2012
    2. 2. Defining your business goal Revenue Relationship Trust Commerciality Knowledge Understandingwww.blplaw.com Page 2 © Berwin Leighton Paisner
    3. 3. Delivering the outcome: epistemological alignment Individualistic (autopoietic) Relationship based epistemology Law firm epistemology Traditional KM System epistemology Firmwide (cognitivist) Team based (connectionist) Adapted from: Marr, Gupta, Pike & Roos (2003) Intellectual capital and knowledge management effectiveness. Management Decision 41/8 pp771-781www.blplaw.com Page 3 © Berwin Leighton Paisner
    4. 4. 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. “Make use of what you’ve got.” (anon) Adapted from: Peppard & Rylander (2001) Leveraging intellectual capital at APiON. Journal of Intellectual Capital. 2/3 pp1469-1930.www.blplaw.com Page 4 © Berwin Leighton Paisner
    5. 5. Delivering the outcome: make use of whatyou’ve gotwww.blplaw.com Page 5 © Berwin Leighton Paisner
    6. 6. Delivering the outcome: make use of whatyou’ve gotwww.blplaw.com Page 6 © Berwin Leighton Paisner
    7. 7. 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.www.blplaw.com Page 7 © Berwin Leighton Paisner
    8. 8. Measurement “If it’s not being measured, its not being managed.” (anon)www.blplaw.com Page 8 © Berwin Leighton Paisner
    9. 9. Measuring success: suggested KPIs Inc r e as ss ed b us us ine ine w b ss Ne Revenue Po sit ns ive t ioBe a co sp e rs m ok nv m et en rai Co ts nin g Commerciality Relationship ts Re ta la t ion sh ip e rs ad au Re dit www.blplaw.com Page 9 © Berwin Leighton Paisner s
    10. 10. Measuring success: suggested KPIsRevenue: increased fees; new businessRelationship: conversations; training requests; relationship auditsCommerciality: positive comments; reader stats; links to revenuewww.blplaw.com Page 10 © Berwin Leighton Paisner
    11. 11. 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 timewww.blplaw.com Page 11 © Berwin Leighton Paisner
    12. 12. Thank youAny questions?This document provides a general summary only and is not intended to be comprehensive. Specific legal advice should always be soughtin relation to the particular facts of a given situation.

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