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.

1. Delivering Successful Client KM
setting goals | delivering outcomes | measuring success
July 2012

2. Defining your business goal
Revenue
Relationship
Trust Commerciality
Knowledge
Understanding
www.blplaw.com Page 2 © Berwin Leighton Paisner

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 pp771-781
www.blplaw.com Page 3 © Berwin Leighton Paisner

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. Delivering the outcome: make use of what
you’ve got
www.blplaw.com Page 5 © Berwin Leighton Paisner

6. Delivering the outcome: make use of what
you’ve got
www.blplaw.com Page 6 © Berwin Leighton Paisner

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. Measurement
“If it’s not being measured, its not being
managed.” (anon)
www.blplaw.com Page 8 © Berwin Leighton Paisner

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 io
Be 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. Measuring success: suggested KPIs
Revenue: increased fees; new business
Relationship: conversations; training requests; relationship audits
Commerciality: positive comments; reader stats; links to revenue
www.blplaw.com Page 10 © Berwin Leighton Paisner

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
time
www.blplaw.com Page 11 © Berwin Leighton Paisner

12. Thank you
Any questions?
This document provides a general summary only and is not intended to be comprehensive. Specific legal advice should always be sought
in relation to the particular facts of a given situation.