Document Management, Knowledge Management and Knowledge Management and Quality Control

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Nov 6, 2013 (3 years and 11 months ago)

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Document Management,
Knowledge Management and
Knowledge Management and
Quality Control
FIORELLA F. ALVINO -UGHI E NUNZIANTE STUDIO LEGALE
DIEGO BALDOMIR –GUYER & REGULES
Bergen -Norway
May 28, 2009
DOCUMENT MANAGEMENT, KNOWLEDGE
MANAGEMENT AND QUALITY CONTROL
•InformationTechnologyhasadecisiveimpacton
organizationalstructures,alsoinlawfirms.
•Lawisaknowledge-basedprofession.
•Knowledgemanagementisthe“identificationand
managementofprocessesforleveragingthe
intellectualcapitaloforganizationsovertimeand
place”andassuchitappliestoeveryjobfunction
and
process
and
seeks
to
capture
institutional
and
process
and
seeks
to
capture
institutional
learningandsharebestpracticesforthebenefitof
theentirefirmandclients.
•Accordingtoexperts,undertakingaknowledgemanagement
initiativewithinthefirmhasanimportantimpactonquality,
efficiencyandclientsatisfaction.

Document
management
is
a
unified
system
of
managing
the

Document
management
is
a
unified
system
of
managing
the
storageofdigitalmediaonacomputer,networkorwebportal.
•Thesysteminteraliaallowstheclassificationofdocumentsand
linksbysourcesorsubjects.

All
the
material
is
interacted
in
an
unique
taxonomy,
thus

All
the
material
is
interacted
in
an
unique
taxonomy,
thus
providingaconceptualframeworkforanalysisorinformation
retrieval.Onceinsertedintherepository,documentscan
accordinglybeindexedandeasilyretrievedbythesearch
engine.
KNOWLEDGE MANAGEMENT -A CULTURAL
CHANGE
•Factscomefirst.Decisionfollows.Factsforcetotakeadecision.The
amountofknow-howaccumulatedovertheyearsonalltheworkproduced,
theeverydayincreaseinthenumberofprofessionals,thelackofclearrulesto
keepallsuchwork,informationscatteredeverywhere,aresomeofthefacts
thatnormallyleadtotakethedecisiontoimplementthesystemsand
procedures
to
manage
the
know
-
how
professionally
.
procedures
to
manage
the
know
-
how
professionally
.
•Thedecisiontoimplementaknowledgemanagementsystem(KMS)is
notjustadecisiontobuyorcreateanewsystem.Itisfarbeyondthat:itis
adecisionthatinvolvesachangeinthecultureoftheorganization.
•Convincepeople.Everybodyinthefirm,partners,professionals,
administrativestaff,hastobeconvincedofthebenefitsoftheproject.
•Allonboard.Involvepeopleinthedevelopmentandimplementationofthe
system.Thesystemhastoreflecthowthepeoplethinkandwork.
•Friendlysystem.Thepeoplehastofeelcomfortableworkingwiththesystem.
Theinteractionwithithastoflownaturally.
FOUNDATIONS OF KMS
•Commitment of every person in the firm with the cultural
change.
•Share information and resources.
•Quality control of the work produced.
•Virtual file for the clients/matters.
•Linkamongthevirtualfilewiththerestofthefirm’s
systemssuchastimeregistration,billing,interaction,etc.
THE QUESTIONNAIRE
The
purpose
of
the
questionnaire
we
sent
was
to
The
purpose
of
the
questionnaire
we
sent
was
to
drawupanoverviewofthesituationinthevarious
countriesinordertounderstandthe“stateof
progress”andtheperceptionwhichlawyershaveof
documentandknowledgemanagement.
APPLICATIONS USED IN LAW FIRMS TO SUPPORT
WORK MANAGEMENT
Nearlyallthefirmsusethefollowingapplications:
•(i)wordprocessingsoftwares,
•(ii)calculationofhourlyfeerates,feesunderprofessionalfee
scales
or
agreed
fees,
scales
or
agreed
fees,
•(iii)billing,incomemanagement,debtrecoveryandaccounting,
•(iv)searchesinlegaldatabases,alsoon-line,
•(v)automationofthedrawingupofspecificdocuments(e.g.
standardcontractsorlegalpleadings,enforcementprocedures).
Acertainpercentageoffirmsdoesnotnormallyusethese
applicationstokeepdiariesofhearingsandprocedural
deadlines,northedocumentationprovidedunderantimoney
launderinglaws.
INFORMATION TECHNOLOGY -STRATEGIC ROLE
All
the
firms
agree
that
Information
Technology
plays
a
All
the
firms
agree
that
Information
Technology
plays
a
strategicroleinthemanagementoflawfirmsandin
particularinthemanagementofknow-how.
BENEFITS IN THE USE OF DOCUMENT MANAGEMENT
PROGRAMS AND THE NEW TECHNOLOGIES
Allthefirmsagreethatitallowstheimplementationofa
moreefficientwaytoworkandthemakingofthework
productaccessiblethroughoutthefirmatanytimeand
toanyprofessional,thusincreasingproductivityand
playsastrategicroleforthemarketingofthefirms.
ADVANTAGES FROM THE IMPLEMENTATION OF
KNOWLEDGE MANAGEMENT SYSTEMS
In general terms, the firms mentioned:
•Productivity and efficiency

Knowledge sharing

Knowledge sharing
•Skill development and training
•Competitive advantage, including market visibility
•Consistency of work product across offices, departments or
practice areas
•Faster delivery times

Quality control

Quality control
The firms are divided with respect to the ability to direct
work to skilled professionals.
METHODS TO PUT INDIVIDUAL KNOW-HOW AT
THE DISPOSAL OF ALL PROFESSIONALS
Almostallofthelawfirmsholdupdatingseminarswith
internallecturersordrawupreports,newsletters,and
similar.Almostnoneofthem,however,usese-learning
platforms.
USE MANAGEMENT CONTROL AND KM SYSTEMS
TO SHARE KNOW-HOW WITH CLIENTS
Ahighpercentageoffirmsdoesnotnormallyuse
telematic
communication
platforms
(virtual
practices)
telematic
communication
platforms
(virtual
practices)
oron-lineproducts(e.g.newsgroupvirtualdataroom,
websharingdocumentsthroughcredentials).
Almostallofthelawfirmssendnewslettersfor
clients.
Clientsareinvitedtoseminars.
INTEGRATED TECHNOLOGIES -TEMPLATE DOCUMENTS
BY ADDING OPTIONAL CLAUSES AND PHRASES
Fromtherepliesfromthelawfirmsitemergesthat:
•Manyareskepticalinusingsuchinstrumentsandtemplate
documentsingeneral.
•Theyshouldbetargetedatmoreexpertprofessionals,whilethe
youngonesshouldbestrictlysupervisedinusingthem.
•Therearecontextswithinwhichtheuseoftheseinstrumentsis
consideredmoreuseful(i.e.modelsforcorporatelawand
corporatesecretariatmatters,duediligencecheck-lists,etc).
•Shouldtheseinstrumentsnotbeusedcarefully,thiswillresultin
thefinalproductbeinglesstailored-madeandthereforeless
satisfactory.
TRAINING IN HOW TO USE THE KNOWLEDGE
MANAGEMENT SOFTWARE PROPERLY

Almost
all
the
law
firms
have
replied
affirmatively
in

Almost
all
the
law
firms
have
replied
affirmatively
in
EuropewhileinLatinamericatheanswersare
divided.
•Trainingandthedrawingupofmanualsappearsto
beofcrucialimportanceinsomefirms.Thetraining
varies
being
in
some
cases
responsibility
of
an
area
varies
being
in
some
cases
responsibility
of
an
area
whileinothersthereisafirmtrainingpolicy.
PERSONS RESPONSIBLE FOR KEEPING THE KNOWLEDGE
UPDATED FOR THE PURPOSES OF SHARING
•AlmostallthelawfirmsinEuropehavereplied
affirmatively,
having
either
a
Knowledge
Manager
or
affirmatively,
having
either
a
Knowledge
Manager
or
aManagementCommittee.
France:“ScientificCommittee”.
•InLatinamericamorethan60%ofthefirmsdonot
haveaspecificpersonorcommitteeresponsible.
INFORMATION SYSTEMS TO COMPARE THE RESULTS OF THE ACTIVITIES
PERFORMED AND THE TARGETS WITH REFERENCE RESPECTIVELY TO:
•Professionals

Almost
all
firms
have
not
implemented
tools
to
obtain
this

Almost
all
firms
have
not
implemented
tools
to
obtain
this
information.Individualdiscussionswithallprofessionals.
Nohardtargets.
•Clients

Almost
all
firms
have
not
implemented
tools
to
obtain
this

Almost
all
firms
have
not
implemented
tools
to
obtain
this
information.Nohardtargets.
TIME KEEPING SYSTEM -INTERACTION WITH THE
CREATION OF DOCUMENTS
Halfofthefirmsansweredthattheyhaveintegrated
systemsbetweentimebillingandthecreationof
documents,whilefortheotherhalftheirsystemsarenot
integrated.
QUALITY OF THE PROCESS WILL DEPEND, ON PLANNING,
CONTROL AND ITS SUBSEQUENT IMPLEMENTATION
Thequalityoftheprocessdependsonplanning,controland
subsequent
implementation
which
can
be
gradually
subsequent
implementation
which
can
be
gradually
improvedthroughrevision.
Almostallthelawfirmsagreewithsaidprinciples.
HalfoftheEuropeanfirmshaveimplementedaquality
control
where
expenses
are
charged
to
the
specific
client
control
where
expenses
are
charged
to
the
specific
client
andfile.InLatinamericaalmostallhaveimplementedsuch
system.
QUALITY CERTIFICATION
•Certificationofthequalityofservicesisnotseenas
required
or
useful
.
required
or
useful
.
•InEuropeGreeceandPortugalaretheexception.
•Latinamericaisdivided.
PROBLEMS ENCOUNTERED IN DOCUMENT MANAGEMENT,
KNOWLEDGE MANAGEMENT AND QUALITY CONTROL
•Almostallthelawfirmshavestatedthattheimplementationof
documentmanagement,knowledgemanagementandquality
controlsystemsencountervariousproblems.
•Theseincludethefactthattheyaretimeconsumingandcostly
procedures.
•Othershavestressedthe“organization”difficultiesconnectedto
suchimplementationorthatmanyprofessionalsdonotyetuse
them.
•Themainproblemwehaveencounteredisworkingwiththe
peopleandtryingtochangetheirmindsetandparameters.People
areusualreticenttochangeandfollownewrules.Needto
convince.
Document Management,
Knowledge Management and
Knowledge Management and
Quality Control
FIORELLA F. ALVINO -UGHI E NUNZIANTE STUDIO LEGALE
DIEGO BALDOMIR –GUYER & REGULES
Bergen -Norway
May 28, 2009