1. So what if your super users are not so super and decide to leave?
PUG Reykjavik
So what if your super users are not so super and decide to leave?

2. What may be lost? The “HOW” The “WHY” Easy to record
Not so easy to record…
There used to be good reasons for doing something but no-one can remember what those reasons were
There were never any reasons for something, let a lone good ones
Someone just did something without thinking about it because “that’s the way we always did it”

3. What we do Full Patricia knowledge replicated at partner lever
2 senior partners intimately involved with all aspects of Maintenance
Case / Data / Diary structures
Workflow / Term / Rule / Batch development and maintenance
Form and letter creation / correspondence
Financials / Invoicing
Document management (EDMS)

4. Workflows / Letter Creation
What we do: Structure
Admin
SU / Admin
S2U
Partners X 2
Full
Workflows / Letter Creation
Letter Creation
Workflow planning

5. What we do One S2U SUs have different responsibilities
Full knowledge
SUs have different responsibilities
Letter creation
Workflow creation
Workflow Planning
Name record auditing
Report generation
Training
If a super user leaves only select skills need replacing and are temporarily taken up by others

6. Change implementation
Required changes / errors / new developments reported to SU2
Weekly change implementation meetings
2 x Partners
S2U
2 x SU (1 patent 1 trade mark)
Investigate:
knock-on / collateral effects
efficiency of solution
effort v gain

7. Keeping track of changes
ISO 9001
Development Files
IT / Infrastructure
Non Conforming Service
Ongoing Development
Patricia Development
Project Plan

8. Keeping track of changes
Document containing
Responsible partner / assistant
Description of Problem / Required Development Task
Estimated Completion Dates
Initial
Current
Notes on implementation of development
Date
Notes / Updates
Actual completion date
Discussion of root cause of problem / need for development
Reason DV file could be closed

9. Keeping track of changes
Reviewed at Quarterly ISO review meetings:
Opened and closed DV files
Reasons for closing
Pending DV files
Overdue DV files
Ongoing DV files
Meeting thoroughly minuted and reviewed at next review meeting

10. Keeping track of changes
DV files have their own workflows

11. Work Instruction Manual
Step-by-step instruction manual of all key procedures:
Filing (local/foreign/agency/ePCT)
Prosecution
Amendment / Changes / Corrections
Renewal (foreign / local)
Outstanding document handling
Assignments
Restorations
Opposition proceedings

12. Work Instruction Manual

13. Work Instruction Manual

14. Work Instruction Manual
Major issue
Keeping them up to date!!!
Part of training
Welcome to Von Seidels!

15. Why we did it Why did we do it like that?
We had no choice
I was the IT guy
I was the Patricia guy
We were the new kids on the block
No legacy systems
Could reinvent the wheel
While wondering whether to buy a foosball table…
Time intensive to implement, but once it’s there, it’s there!
Would we do it differently?
Probably
But not a lot
Would probably have reinvented the wheel a bit more than we did

16. Thank You Questions? Erik van der Vyver ev@vonseidels.com 16