Process Breakdown Podcast (audio)

How IMS ExpertServices Identified and Closed Its Employee Knowledge Gaps

09.27.2020 - By Process Breakdown Podcast (audio)Play

Download our free app to listen on your phone

Download on the App StoreGet it on Google Play

Introduction

Mary Pittman is the Process Improvement Leader at IMS ExpertServices, a consultative firm that caters to the world’s most influential law firms. Dealing with such an elite clientele demands excellence. Employees are required to be on their A-game at all times. But achieving that was difficult using manual documentation methods. There was a knowledge gap problem among the staff. Mary understood that having the right system in place was essential to deliver the great results the company needed. Mary’s quest to streamline their processes led to her discovery of SweetProcess. She tells us how SweetProcess made the staff more efficient and accountable. First, let us learn more about the company for better understanding.

Mary Pittman Process Improvement Leader at IMS ExpertServices

About IMS ExpertServices

IMS ExpertServices is a consultative expert services firm trusted by the top attorneys. It supports the world’s most influential firms through rigorous research, strategic alignment, and management services to position them for success on complex litigation and important matters.

The organization mainly works with the top 100 firms across the United States and also offers consulting services. It provides expert witnesses and manages the engagement between clients and witnesses from start to finish. The firm acts as a mediator and resolves any disputes that may arise between both parties.

IMS ExpertServices has built a good reputation in the country with offices in various states including the San Francisco Bay Area, New York, Dallas, and Pensacola. It has been in business for about three decades.

Listen to the audio interview:

Listen to more customer stories and interviews like this:

The Biggest Pain Point: Juggling Too Many Systems

A difficult situation sometimes leaves us with many unanswered questions. Mary had her fair share of questions as she grappled with the manual systems in the organization.

“Why do we have so many homes for different documents? Why do I have to be in so many different systems to do something? Why do I have to be in a process chart type of system to create a process chart?”

Making use of different systems to execute the simplest of tasks was a problem. Navigating through hard-to-use systems was more difficult than the actual tasks. There was also a tribal knowledge problem among workers. A select few were privy to some vital information, while others were clueless. Operations suffered in the absence of the employees who had all the information. This was a difficult situation for the organization, and it impacted its outcomes negatively.

Signing Up for SweetProcess: A sigh of relief

Everyone at the organization, from the base to the top, was feeling the brunt of the inadequate systems on the ground. A COO was having difficulty getting his team through a system that was newly implemented.

More episodes from Process Breakdown Podcast (audio)