Business Process Management

FINANCE | HR | IT | MARKETING | BD | MANAGEMENT | RISK | KM BUSINESS PROCESS MANAGEMENT OCTOBER 2012 Interview Thereza Snyman Kingsley Napley’s head of IT on why firms like hers must change the way Don’t panic! they work, forever ...it’s just a whole Feature new way of working, Productivity, and it’s already here. and beyond Workflows, automation and business We find out how firms are creating process management. Think it’s for profitability and volume firms? Think again compliance with business process management Industry views Calm down, it’s only a workflow Case studies and insight from issue sponsors Thomson Reuters Elite and Linetime – and many more Roles in finance, analyst, IT and more on the Briefing jobs page This issue is sponsored by YOU VS. WORKFLOW THAT DOESN’T FLOW. Introducing Thomson Reuters Elite™. A complete enterprise business management solution for more effi ciency, transparency, and profi tability. Today, fi rm-wide automation of your most critical business processes is no longer an option — it’s a must-have. Thomson Reuters Elite makes it happen. Now, with powerful business logic, including standard and customizable process steps and rules, you can focus less on everyday tasks and more on new business. Streamline operations. Foster collaboration. Increase productivity. See the workfl ow fl ow — everywhere. DISCOVER A BETTER WAY AT ELITE.COM ©2012 Thomson Reuters L-379327/9-12 210x280.pdf 1 8/30/2012 1:44:02 PM C M Y CM MY CY CMY K briefing on: Business process management October 2012 Why is workflow a dirty word? Why don’t law firms do Interview: Thereza Snyman more in the IT chief, Kingsley Napley way of process Can process management automation and help smaller but ambitious workflows? firms become tomorrow’s successes? Rupert White I don’t have an talks to Kingsley Napley’s head of IT about how she’s answer for that, reformatting her firm but I do know that savvy firms, jump to article page 6 volume or not, are increasingly using workflows and process management to deliver legal work more Feature: efficiently and more profitably. Are you? To productivity, and beyond... In this issue we interview Thereza Snyman, If you think business process management and workflow head of IT at Kingsley Napley, about how automation sounds like she’s reformatting her firm with matter something volume firms management on page 6. On page 13, Joanna do, think again. Joanna Goodman talks to leaders at firms such as Goodman finds out who’s Eversheds, Wragge & Co, Lewis Silkin, ahead of the process game... Morgan Cole and more about how they are using BPM to change the way they work. And jump to article page 13 from page 22 we have case studies, interviews and industry insight from issue sponsors Thomson Reuters Elite and Linetime and Briefing jobs many more. It’s everything you need to know about how law firms of the future will work. Finance, IT and client Well, nearly everything... liaison roles on the Briefing jobs page – pass it along Also, Briefing is now a print magazine every (or perhaps not...) month. You can get it for free – sign up today. Rupert White, editor of Briefing jump to article page 20 This issue is sponsored by TURN OVER TO FIND OUT WHAT ELSE IS IN THIS MONTH’S ISSUE 4 briefing on: Business process management October 2012 Industry analysis index In Briefing we bring you industry analysis Managing matters from the legal sector’s leading voices. Andrew Powell, Nabarro’s IT This month: Issue sponsorsThomson chief, talks about how he’s Reuters Elite and Linetime provide a using MatterSphere to get the case study on Nabarro’s use of matter benefits of process automation management and deep insight into how in a non-volume business workflows and process automation can jump to article page 23 increase efficiency and profitability. We also have expert views from Everything flows LexisNexis, OpenText and IRIS Legal on Briefing talks to why BPM is the future of delivering some, Tony Klejnow of Linetime if not all, future legal services. And we have about how workflows and process management case studies from automation can be beneficial Winscribe on Field Fisher Waterhouse to all sizes of firms and Total on Sidley Austin. That’s a lot of jump to article page 26 workflow knowledge. This month’s interview with Can workflow work for you? Thereza Snyman of Kingsley Napley Briefing talks to Jitendra was transcribed by: Valera of IRIS Legal about why workflows are important to being a better legal business jump to article page 29 Analysis is good for you Your firm, only better FFW’s Maurice Tunney on Andy Sparkes, director of how he’s creating consistency strategy at LexisNexis, on and compliance with BPM why firms need to push the from Winscribe boundaries of improvement jump to article page 31 jump to article page 33 Controlling the cost of mobility Why BPM, and why now? Greg Lawrence, IT director – Jon Summers of OpenText Europe at Sidley Austin, on on how to reduce waste and controlling the business costs generate revenue with business of mobile comms with Total process management jump to article page 35 jump to article page 37 5 Canbriefing workflows, on: Business process automation management and October 2012 process management help the UK’s smaller but ambitious firms become tomorrow’s successes? Rupert White talks to Kingsley Napley’s head of IT, Thereza Snyman, about how she’s reformatting her firm The Briefing Interview Analyse this 6 briefing on: Business process management October 2012 Kingsley Napley isn’t a flashy top 10 name. the information a law firm already has, says It’s not famous for doing massive corporate Snyman, and in creating an IT environment mining deals, and it doesn’t operate that can cope with uncertainty. in 15 countries. It’s a sub-300-person, “We have to create a stable IT platform £25m-revenue firm that’s been in the news and employ the best tools for the job, which recently for defending Rebekah Brooks in are hopefully going to be future-proof. Then, the phone hacking debacle. But, for Briefing, starting from the really commoditised work, it’s also an example of how the world of you learn how to do that work, how to gather workflow is changing the way law firms do information, and how to mine all the data you work – learning lessons from volume legal hold in your databases.” businesses and corporate new entrants like Firms can plan for the unexpected, she says, the Co-op. by “selecting software and applications that A myth we’re out to destroy in this issue demonstrate the ability to be flexible, where the of Briefing is that workflows and business developers demonstrate a vision – a vision of process management (BPM) are just for factory giving you a platform rather than confining you firms, bulk conveyancers and the like. As within strict parameters”. you can see from our feature article and case What this should allow you to do is better studies, that’s not the case – law firms large connect all of a firm’s IT systems together and small, high-volume and high-value alike to deliver the power to create firm-wide are turning to workflows and BPM to make processes. Some firms, and not just big ones, the way they work more efficient and, more already see the benefit of this – read about Jan fundamentally, more profitable and attractive Durant’s efforts with SharePoint in Briefing on: to clients. Legal IT in 2012, December 2011, for example We picked Kingsley Napley for this issue of – but to do it a firm has to take a holistic view Briefing because it represents a class of law of what needs to change, to analyse what all firm that, when it turns on more automation departments do and need, and start jettisoning and workflows, can make huge efficiency gains fragmented legacy systems, says Snyman. – and can build a springboard to compete in a highly competitive period. “We cannot predict what the market is going Workflowing client/matter inception to be like in the next three to five years,” says Snyman, “because, for example, of the impact But you have to start somewhere. Kingsley of regulatory changes, ABSs and the pressures Napley has started with workflowing client/ on costs resulting from a flatlining economy matter inception (similarly to FFW – see the which will become manifest in that time. case study on p31) using Thomson Reuters “So we need to become more agile, more MatterSphere linked to Kingsley Napley’s flexible, and have an increased ability to practice management system, Aderant. proactively anticipate our clients’ requirements The automation behind client/matter – without determining what those inception isn’t perfect yet, Snyman admits requirements are going to be.” – though there’s basic conflict search But how can today’s law firms know the incorporated, it’s not perfect and the firm unknowable? How do you guess needs you still has to carry out manual checks. But she’s can’t see? The answer lies, partly, in mining aiming at making it much better – “more 7 briefing on: Business process management October 2012 integrated and searching across more fields and kinds of alternative fee arrangement, and these more databases”. all benefit from a greater understanding of Advances like this can deliver real efficiency advance profitability, as well as the efficiency gains, mainly in terms of time saved and that process management and automation reduction in human error, she says. This has can bring. Kingsley Napley, says Snyman, will obvious efficiency and risk benefits.

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