At progressive law firms, “innovation” has evolved as a strategic imperative that in part determines a firm’s ability to differentiate itself and to grow in an increasingly sophisticated and competitive legal services market. Once a loosely defined dream state spurred by technological advancements, today “innovation” has evolved to become a highly visible and strategy-focused operation uniting a cross-disciplinary team of highly skilled professionals who in large part, decide what, how and when technology should be deployed to achieve the firm’s goals. A firm’s Knowledge Management team is often at the center of innovation.
All firms want to optimize their operations in a way that continuously maximizes profit margins while satisfying the collective knowledge needs of its professionals across practice groups globally, in an ever-changing group of professionals and practice areas, from business development to litigation support, to the corporate library and finance.
Knowledge Management has evolved from an adjunct operation to the library or competitive intelligence unit being tasked with a plethora of research and “special projects” to drive innovation that no other department could satisfy to embody a sophisticated and multi-faceted team that serves as a conduit to effectuating innovation, supporting all facets of a firm’s operations, from client development and marketing to litigation and practice support, to business development, finance, human resources, legal recruiting, facilities and more.
KPIs Drive KM
KPIs provide targets for teams to shoot for, milestones to gauge progress, and serve up the data that in turn produces insights that can help people across the firm make better decisions. Today, many firms have determined that integrating KM as part of their strategic focus benefits the whole firm. But how do we know if firms are investing in these mostly inward facing operations? One signal is the assertion to their clients that KM is in fact a strategic focus that in turn benefits their clients.
Several firms now list their KM function on their website for clients to consider as part of their service delivery. Doing so may indicate a firm’s commitment to deliver efficiently on the goals and to be measured against by their clients. It demonstrates a firm’s commitment to deliver on the promise and therefore KM itself serves as a KPI. This is already happening at several firms. Among those firms for well-designed and implemented KM infrastructures is Baker Donelson which has created a highly sophisticated KM function that optimizes legal project management operations internally and externally, encourages and facilitates collaboration, and enables it to deliver continuous value to clients. Beyond fundamental efficiencies across legal operations, the firm offers its clients customized solutions to their business problems.
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