Browsing by Author "Forstenlechner, Ingo"

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    Impact of knowledge management on law firm performance
    (Cranfield University, 2005-11) Forstenlechner, Ingo; Lettice, Fiona; Bourne, Mike
    It is a management truism that you cannot manage what you cannot measure. To manage knowledge effectively organisations need to understand how to measure their knowledge management performance against organisational goals. The case study organisation has developed a balanced scorecard, which is used to monitor key drivers for performance within the remit of the knowledge management function, thereby aiming to improve the delivery of value adding services. The set of cause and effect relationships at the heart of the scorecard - referred to as the success map - is at the core of this research, which aims to investigate if the link between managing knowledge and financial performance really exists and - if it does - how it can be influenced. By means of analytical methods including regression, correlation and semi-structured interviews the existence of this link is supported by evidence and the success map updated to reflect the relationships among key performance drivers that were positively identified as relevant. The outcome is a model for managing knowledge that can be applied to professional service firms or comparable organisations that are highly dependant on knowledge. In relation to this model, cultural variations were investigated and found to significantly influence the relevant performance drivers in several regions and countries across the case study organisation. Ignoring these cultural variations was found to carry the risk to base action on deceitful insights. In addition to this, the analysis of the survey also gave a clear indication of how to foster knowledge sharing among lawyers of different nationality and levels of seniority. This thesis provides the empirical evidence for a link between knowledge management and organisational performance.
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    Turning knowledge into value in professional service firms
    (Emerald Group Publishing Limited, 2007-09-01T00:00:00Z) Forstenlechner, Ingo; Lettice, Fiona; Bourne, Mike; Webb, Carol
    Abstract: Purpose – The purpose of this paper is to present and discuss the findings of research into the value perception of knowledge management among lawyers and staff from among the top ten global law firms. Design/methodology/ approach – Interviews were conducted with lawyers as well as knowledge management (KM) service providers within the selected law firms. The results were then analysed by statistical means and compared to previous findings in literature. The methodology is inspired and broadly based on a research paper into the value perception of information by Broady-Preston and Williams. Findings – The findings are that respondents showed strong support for the value of KM to law firm success through concepts such as improved efficiency, quality and other drivers for better performance. Research limitations/implications – The survey in the paper itself was limited to the top ten global law firms and is therefore not representative of the entire professional service sector or the law firm sector. Practical implications – The results in the paper indicate strong support from the internal customer side for the notion of KM adding value to the business of a law firm. Originality/value – Prior to this paper there has been little research into the value perception of knowledge management within the professional service