Are you high quality? Really?

The topic of quality of legal advice seems to come up a lot more frequently these days. Perhaps that’s a sign of a more competitive marketplace. Maybe it’s down to more discerning purchasers of legal services. Either way, the days when law firms could talk in general terms about providing a “quality service”, without anyContinue reading “Are you high quality? Really?”

Ever been delighted? By your lawyer?

About to embark on a consulting project for a law firm, I was preparing the kick off session and selecting the tools I thought would work best for them. Six Sigma, one of the leading methodologies for improving quality and efficiency has a core concept called “CTQs”; these are the requirements that are Critical ToContinue reading “Ever been delighted? By your lawyer?”