Frameworks # 01 - What a Practice Management System Doesn't Tell You: An Operational Assessment Framework
Practice Management System records work. It does not necessarily improve how work is performed. It allows time records, invoice generation, cashflow predictions, but it doesn't translate to why there are operational bottlenecks, inconsistent reporting, duplicated efforts, communication gaps. Yes, there is a sea of choices for selecting the best technology or rather appropriate technology. Yes, significant time and resources is invested in implementing technology. And then, yes, the discovery hits - technology cannot compensate for unclear processes or undefined operational ownership. My experience of advising on Practice Management Systems and legal operations has led me to ask a different set of questions—both before technology investments are made and after systems are implemented. Looking Beyond the System Instead of focussing on the features of the system, i.e., what it can and cannot do, the focus should be on understanding whether the firm's operational model sup...