Issue link: http://read.uberflip.com/i/34417
THE COMMODITY VS. PREMIUM WORK DEBATE: OBSERVATIONS ON THE TRANSCENDENT ROLE OF KM custom workflows to manage attorney assignments, calendar deadlines and tasks. Attorneys were then able to leverage document automation software to generate form documents (e.g., notices of appearance and requests for information) and access advanced research tools to streamline their work processes. A critical component of the technology system was a risk assessment tool that enables attorneys to conduct a methodical analysis to determine the best available option for proceeding on a matter. The system was also designed to provide clients with unprecedented access to information about the matters being handled. Because the system tracks key data about every charge, including assigned tasks, deadlines, completion dates, results and other critical metrics, clients can now review key performance indicators analyzing virtually every aspect of the charge handling process. All of this data is automatically captured by the system, enabling the firm to make real-time data, and any desired metrics, accessible to the client on a 24/7 basis through a password- protected extranet tied directly into the system. This level of transparency provides the client with confidence that its matters are being carefully monitored and that the firm is focused on the quality of representation. Images of the Case Management System Intake Form: This is the form used by Littler administrators to input key information about each administrative charge; this data is leveraged for browsing, searching, and reporting purposes. List of Charges: This is the Littler administrators’ dashboard view of all the client’s administrative charges. Client Dashboard: This is the client’s dashboard view of all of its administrative charges, displaying status and key performance indicator information. www.iltanet.org Knowledge Management 37