ACE Group developed a cool intranet tool used for knowledge
management (KM), agile staffing for projects and a balanced scorecard
for internal performance. Their approach is innovative, and hits across
multiple business lines.
A great look at what a concerted effort over time can produce. Impressed
with the client-centric model.
knowledge management and collaboration platform,
“The Link,” which includes a digital reference library,
a template form library, discussion forums, a news
center, automated reporting modules, training and
mentoring resources and more. Each OGC member
has a profile page that provides useful information
to colleagues and clients, including a detailed skills
inventory, and submits a monthly activity report that
generates reports for senior management. “Culturally
it is now the center of everything we do,” says Rampe.
The department built The Link itself on top of a
standard ACE SharePoint site while still managing to
perform their “day jobs.” Rampe asked for volunteers
to help set goals, develop new processes and tools and
provide feedback. To measure progress and promote
value recognition, the OGC also has implemented a
balanced scorecard that consistently measures metric
trends year over year.
Collaboration on Project BIC and the new service
model has had many benefits. One is improved
budget predictability, achieved through workload
balancing that ensures the department can handle
peaks without much unanticipated expense. The other
is less easily quantified but no less important.
Under the new model, inside counsel
have the opportunity to develop
expertise and experience and can
complete assignments better tailored
to client needs. This has had positive
results for department members both
personally and professionally.
“The attorneys have had the chance to learn more
about the business, to partner with their fellow
attorneys, to cross-train and to innovate,” said Rampe.
“This delivery of increased value to the business
has generated increased professional pride and
development among the members of our department.
But most importantly, it allows us to help ACE
deliver better value to its customers and other
business partners.” n
Overall Satisfaction Client Survey (annual)
Expertise 6% "
Business Sense 6% "
Complex problem solving/Innovation 6% "
Responsiveness 6% "
Results 6% "
Teamwork 6% "
Overall Total Expense ( TE) to plan 15% Financial/Senior Management Review
Travel Expenses to plan 5% "
Outside Counsel Expense to Plan 5% "
OGC/BIC Team Initiatives
Collaborative Platform Participation 5% SP Stats / Manager Survey
Team Participation 5% "
Library Participation 5% "
BIC Project Participation 5% "
Rules of Engagement 5% "
CE Participation and Attendance (Education) 5% Manager Survey
On the Job Training (Experience) 5% "
Learns new skills and new areas of ACE (products, businesses,
management teams, etc.) (Exposure)