global solution, local adoption

Global Solution, Local AdoptionSTUART KAYBAKER & [email protected]

mailto:[email protected]

© 2013 Stuart Kay, Baker & McKenzie Global Services LLC

Scope

Not Just Office 2010

• Global Workstation Image• Windows 7 (with globally agreed configuration)• Office 2010 (with globally agreed configuration)• Global Templates Suite• Word Custom Ribbon (for B&M Brand / Styles)• OpenText eDocs client upgrade • Payne Metadata Assistant• Microsystems DocX Compare & Analysis Tools

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Baker & McKenzie 72 Offices 45 Countries 5400+ Partners

and Lawyers 55 Nationalities 75 Languages


Office 2010 ProjectObjectives

Objectives – Lawyers

• Lawyers demanding upgrade to Office 2010– Work more effectively with clients– Better functionality– Using it at home

• Expectation that transition would be easy• About time!

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Objectives – Firm Management

• Meet lawyer demand and client expectations• Improve productivity with templates• Take advantage of the templates to embed brand and

standards• Reduce overall global costs and local office costs by

standardizing, and eliminating cost of wasted pre-printed stationery

• Transition to have minimal impact on productivity• About time!

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Objectives – Technology

• Take advantage of the business demand for Office 2010 to:– Standardize image and upgrade OS– Fully deploy global applications– Provide improved functionality that lawyers and firm

management did not know how to request– Make the transition to Office 2010 as smooth as possible –

distract people!• Centralized maintenance and support• Reduce costs

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Challenges

Technical

• Variable compliance with existing global standards• Multiple system upgrades required – including

server and client upgrades to OpenText eDocs (and in some cases pre-requisite SQL server upgrades)

• Deployment to over 10,000 active workstations (with a total count of 30,000 machine records to be reconciled)

• Upgrades to hardware of many workstations to enable a 64 bit operating system

• Integrations with multiple applications10

Languages

• 72 offices in 45 countries with staff who speak 75 languages!

• Unicode / double byte characters mandatory in some countries (eg China, CIS, Japan)

• Multilingual offices requiring templates in multiple languages – translations into 30 languages

• Multiple Microsoft Office language packs required• Dual language templates – in progress• Training materials in multiple languages

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Paper Sizes

• Most places use A4• US and a few other offices use US Letter• Some use both … in different languages!• All exchange documents with each other!!• Changing between paper sizes had to be made

as easy as possible without significantly affecting style and formatting

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Legal and Bar Requirements

• Restrictions on how member firms can be represented locally:– Naming conventions– Logos

• Bar requirements regarding inclusion of office addresses, partner names, disclaimers etc on correspondence:– Address blocks– Footers– Side bars

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Local market customs

• Document layout, particularly order, placement and styles for:– Addressee– Subject– Date– Author– Signature

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Styles

• “New” global brand standards in place since 2009

• Variable awareness and compliance; stocks of old pre-printed stationery

• Focus on the content, not the style – templates make formatting the easiest part of document creation

• Brand recognition!

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Templates Maintenance and Support

• Although an entirely new global technology for the firm, templates had to be maintained and supported by existing resources. They needed to be:– Intuitive to use (to minimize training and “How do I…?”

support calls)– Manageable centrally– Simple to deploy– Simple to modify– Able to be supplemented locally and seamlessly integrated

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The greatest challenge – Adoption!

• Adoption by individual lawyers and staff: usability

• Adoption by local management: brand, productivity

• Adoption by local IT: control + extensibility• Adoption by global and local IT support

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Resources

• Project Team comprised:– Sponsor, Me– 1 FTE Product Manager– 1 FTE Project Manager– 1 FTE Business Analyst– Significant time from Workstation Engineer, Global Trainer,

Developer• Other internal staff engaged for specific purposes

included DM, Security, Messaging, Network and QA

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Time

• With the complexity of our environment, this could easily have been 3 to 5 separate projects over more than 3 years

• We gave ourselves 9 months to get to deployment readiness

• We expected global deployment completion to take anywhere from 1 to 3 years

How did we do?19

Success!

• 9 months to deployment readiness*

• 1 year to deploy to 72 offices

• Widespread user adoption

• Crickets!

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Demonstration


How did we do it?

To start - pick the right partners!

• For Templates:

–

– David Morgante, Independent Consultant• For Training:

–

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• Australian company• Developed a suite of templates for all our AP offices• Use their ClauseBank and Precedent software• Have assisted us with SharePoint consulting• Fantastic working relationship with our internal team

and David Morgante• Our primary partner on this project

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David Morgante

• Ex Baker & McKenzie Marketing• Extraordinarily talented and dedicated

consultant with phenomenal templates expertise

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• Preliminary Office 2010 training for Project Team• Primary Global Training Partner – provided regional

training sessions for our IT staff and trainers in AP, Europe, North America and Latin America, as well as training for users in our pilot office (Stockholm)

• Deployed Metadata Assistant with the new GWI

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Starting Principles

Restrict the Scope … Ha!

• Initial brief was core correspondence templates – Letter, Memo and Fax + B&M Blank Template

• Within weeks scope expanded to include Marketing Collateral Templates and Due Diligence Templates

• Mid-deployment it expanded to include Agreement Templates (try reconciling agreement styles from the US, UK, Australia and Asia!!)

• Dual language Agreement Templates• We needed to be flexible and responsive!

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Key Design Principle #1: End User Experience

• Could make or break the whole project• As intuitive and simple as possible• Make it easier to adapt to Office 2010, with

minimal loss of productivity

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Key Design Principle #2: Central Core with Customizable Local Components

• Central management of key functionality and brand standards

• Ability to respond quickly to necessary local adjustments

• Sounds simple, but wickedly difficult

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Key Design Principle #3: “Out of the Box” Whenever Possible

• User familiarity with standard functions• Optimize supportability• Minimize complexity of upgrade paths• The templates are themselves bespoke, but

their integration with core systems has been designed for minimal impact

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Innovative development

Design and Development

• ‘Dynamic Ribbon’: the Office 2010 ribbon is constructed in real time, based on the template selected

• ‘Dynamic Dialogs’: the screen dialogs that prompt for variable input into each template are constructed in real time, based on settings specific to each location. The enhanced Word 2010 ribbon spotlights key desired functions as well as making the Global Templates intuitive to use.

• Logo library: a common store of the various logos and brand elements required across locations

• Disclaimer library: a common store of the various legal disclaimers and other specific jurisdictional requirements across locations

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• .Net class libraries: to enable a common menu interface across Word, Excel and PowerPoint

• .Net resource files: to enable maintainable support for multiple languages across a common set of templates

• Common styles: to implement Baker & McKenzie standard text and numbering styles

• MSI installer: to minimize the effort and skill required to deploy the template system in any location

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• Global code control: core template code maintained and administered globally

• Global extensibility: support for easy creation and deployment of templates to new locations

• Local elements control: frequently changing elements (eg partner lists where required) can be maintained, administered and deployed locally without impacting core code

• Local extensibility: support for easy addition of templates by local resources in any location

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Integrations

• OpenText eDocs - for filing purposes and some pre-profiling of documents• Active Directory - for automated population of internal people

information fields in dialog boxes• InterAction - for automated population of contact information fields in

dialog boxes• MacroView ClauseBank - for document building• Payne Metadata Assistant - for metadata scrubbing• Microsystems DocX Tools - for document diagnostics and additional

compare features• Visual Studio – for code control and rapid package building• Altiris - for rapid, accurate and repeatable deployments

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The Result: Global Solution, Local Adoption

• Global Solution: We are now fully deployed to 71 of our 72 offices, and the last one is in progress – no complaints!

• Globally consistent suite of Agreement, Business Development, Correspondence and DD templates in 30 languages … and counting.

• Local Adoption: People love the templates – now we’re trying to work out how we can deal with requests for more of them.

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Brand - Acritas

• #1 most recognized law firm brand in the world

• Up from #7 to #3 in the US in 2012

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Global Solution, Local AdoptionSTUART KAYBAKER & [email protected]

mailto:[email protected]

global solution, local adoption

Documents

global costs

blank global solution

local office costs

inclusion of office

style templates ma

client upgrades

different languages

upgrade osfully