Tag Archives: Quality

Productivity, is that all there is?

We seem to have spent so much time in the last 100+ years trying to drive efficiency and effectiveness into our processes. How to do things faster, with more quality, with better outcomes, reduce waste, reduce re-work. These are not bad things, but in our push to be effective and efficient many of our organizations have removed time for reflection, for questioning, for considering alternatives out of the process. That’s not to say that there hasn’t been a lot of innovation in the last 100+ years, there most definitely has been. Whole areas of study have been developed/discovered, new technology is being developed all the time, but what about the “smaller” things, everyday things. What happens when we take away the time to think and reflect? We do things by rote, not thinking about if that’s the right thing to do, we get tired and suffer burnout, we start to make mistakes and treat people badly because we have focused on efficiency and effectiveness to the detriment of the system as a whole (see United Airline’s complete failure to respect passengers  (http://fortune.com/2017/04/11/united-airlines-video/ and http://innovationexcellence.com/blog/2017/04/17/innovating-for-a-worse-customer-experience-insights-from-united-airlines/ and http://www.theblaze.com/news/2017/03/27/united-airlines-bars-teens-from-flight-for-failure-to-meet-dress-code-social-media-erupts/) How do we bring that space for reflection, for some humanity back into our … Continue reading

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Notes from KM Legal Europe January 2015

I attended KM Legal Europe last week in Amsterdam; I enjoyed the conference very much. I got to talk with many of the speakers and attendees and learn more about what the law firms and corporate legal departments in Europe are doing in the KM space. I was impressed by their thoughtfulness and recognition of the fact that KM can bring them efficiencies and effectiveness as well as innovations and competitive advantage. They were a passionate group of practitioners. While KM in law tends to focus on documented knowledge because of the nature of the sector and the need to track matters and precedents, there were discussions of lessons learned and sharing tacit knowledge too. One of the things that (pleasantly) surprised me, was the discussion of automated document creation, when I have spoken with other organizations (not just law firms) about this technology they haven’t even known what it was, so to sit in a room where many were enthusiastic users was refreshing. Other things that I found refreshing were the discussion of continuous improvement, six sigma, and process re-engineering. Again, all things that utilize an organization’s knowledge and especially, at least in my mind, the use of lessons … Continue reading

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