KMS Performance assessment

KMS Performance assessmentContentsWhy measure the performance of KMSCase studyAssignment

Why measure the performance of KMSAs an intangible assetKnowledge results are difficult to measure and quantifyThe question is how can organizations measure KMS benefit? Why measure the performance of KMSProvide a concrete way of defining what a KMS will achieve and whether it has met its goalsThe need to improve the transparency of value creation to stakeholders for governance and financing person. Benefit of KMS measureRepresentation a way of learning what works and what does notSecuring funding for KM implementation Providing targets and feedback on implementationAssessing the success of implementationDeriving lessons for future implementationNon existing of standardized method for evaluating KM results in general and specially in monetary terms Managers often use easily estimable quantitative factors ROI to justify the dollar invested and gain support from management in times of tight IT budgets While these benefits have not been tagged. better informed employeeStreamline d communication with customersRepeatable and consistent processIf change can be measured, it has to be cross-checked whether these are the result of KM activities How can organizations measure KMS benefits? The question, thenCase studyCase study: Wilson Sonsini Goodrich & RosatiLaw firm with 600 lawyers Provide legal services to technology and growth business enterprises at all stages of development. Its headquarters are in California, with offices in six other US cities.

Knowledge intensive firmWhy WSGR needs KM, KMS12 lawyers 100 lawyers 600 lawyersOne office 7 offices in 6 different locations Knowledge dispersionClients expectation increasedNeed a strategy to response to client faster, and better qualityHow WSGR developed KMKM Program started in 1998Report to IT group until 2001In 2001, Director of KM was nominated and formal team of KM was put in placeOne team 2 staff one focused on the litigation aspect (the court), the other focused on transaction and advising clients (negotiation)

Case study: Wilson Sonsini Goodrich & RosatiThe firm runs and manage KM program by a small full time team. To sell and deliver the services as effectively and efficiently as possible. Business objectiveSupportCase study: Wilson Sonsini Goodrich & RosatiSupport client service by putting the essential expertise experience of the whole firm by a fingertips - readily or instantly available ,of each lawyer. The KM program in WSGR focus on getting new lawyers and other professionals up to speed quickly, and continuously developing their legal knowledge and professional skills What KMS supportsDeal with different knowledge challenges that the organization is facing via KMS ToHow WSGR developed KMSThree types of knowledge are focused:Work productProject databases People, Expertise locator

How WSGR developed KMSWork product collections

Model and precedent documents to guide lawyers as starting point for drafting new deal or case documents.This includes sample document , patterns, high quality templates, forms, and transactional documents for using as guideline for lawyers. Precedent

15How WSGR developed KMSProject databases

Principle deal types are profiled such as private and public financing, mergers and acquisition Attach profiles as possible Lawyers can search profiles for deal similar to those they are working on.Good stating pointTo show a client that they have valuable experience with a certain deal type, industry, geography How WSGR developed KMSPeople, Expertise locator

Dedicated e-mail addressees are provide for tough. Provide practical and related questions and answers to all staff via online data bases. Q & A process to find internal and external expertsThe expert location processOnline submission of problemAutomatically directed to the best available expertsExpert 1Expert 2Expert 3SolutionsWhy WSGR evaluate KM programKM team in WSGR runs program to sell and deliver legal services as effectively and efficiently as possible.KM team costs the firm money for salaries, technology, and fee-earners timeNo direct revenueWhy WSGR evaluate KM programKM team needs to find the way to show how the program benefit To justify the firms investment Output, Usage, Results are employed to measure KM benefitHow WSGR evaluate KM programThree models used to measure KM benefitsOutputsUsageResultsHow WSGR evaluate KM programOutput: measure quantity of easily accessibleHigh quality knowledge provides an answer to the essential question The firm KM resource must have critical mass of material before lawyers use itAnswers the essential questions Have you built it?How WSGR evaluate KM programUsage: measureWho use the KM resourceIn what way they use How often they useHeavy usage of a resource generally indicates that lawyers value it highly and low usage means it is worthlessAnswers the essential questions Did they come?How WSGR evaluate KM programResults: measureThe outcomes of using the KM resource answers the most important questions, How did the clients and the firms benefit? Great benefit KM should be replicated and expanded wherever possible.One provides little benefit should be either repaired or terminatedMeasuring outputWork product collectionProject data basedExpertise locator

Measuring output : Work product collection Work product collection - precedent documentsMeasure : number of items - briefs in the brief bank , - form in the form collectionIs the firm collect more or less, relative to the pace of over all firm and the specific practices?

How does it help?Too low number of documents relative to the size or growth of the practice force the firm to figure out why, and should do something to increase them. Measuring output : Work product collection Work product collection precedent documentsIn early 2003 too low number of briefs in brief bank compare to the peace of litigation practice which is quite busy.In March 2003, the firm design to increase the number of briefs in brief bank by improving the collection process. Inform leader to tell everyone to file each brief with the KM department at the same time that it was filed with the court.Having secretaries responsible for file maintenance (rather than lawyers) send the briefs.These two changes caused double of briefs in every months, without major change in the pace of litigation business. Measuring output : Work product collection Project data based- collections of deals that are profiled.

Measure : percentage of deals closed in a given month for which profile meet a minimum standard. Percentage are analyzed over all and by the practice groups How does it help?Number that are too low force the firm to figure out why, and to do something to increase them.Measuring output : Project data basedExpertise locator e-mail based Q&A facility. Use by lawyers to locate internal and external experts and examples of their expertise.

Measure : number of questions sent and responses each week How does it help?Too many easy and poorly draft questionsThe channel becomes devalued because recipients lose interest and through out

To keep the quality of e-mail high lawyers are trained to explain clearly both reason for the question and the question its self. Send reminder when necessary cooling off effect. Measuring output : Expertise locator Site usageMeasure : a website counter facility is used to track how many unique users visit KM site each week How does it help?It represents the awareness of and demand for , each online KM resource, reaction to training , where the KM team should be investing their time and expertise.

Measuring usage : site and document usageDocument usageMeasure : number and type of users who view each KM document How does it help?They show which KM documents are the most demand and should be revised most frequently which lawyers can be called for feedback.

Measuring usage : site and document usageIn WSGR results are measured only anecdotally user stories that show how a layer has used a KMS to get client better, faster, more efficient results.

Measuring resultAssignment KMS OutputUsageResult

OutputsWork product collection Project data based/ Usage and Results

ABCDWho use the KM resource

In what way they use

How often they useBenefits