Citation:
Ingo Forstenlechner, Fiona Lettice, Mike Bourne and Carol Webb, Turning knowledge into value in professional service firms, Performance Measurement and Metrics, 2007, Volume 8, Issue 3, Pages 146-156
Abstract:
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