What are the ways to improve in-house legal work?

Bruce

We recently undertook a material piece of client experience and process work for a large London Immigration Law Firm.

We defined the outcomes for that organisation:

1. Reduce inefficiencies

2. Create more capacity

3. Improve client experience

I would say the first step is a 'hearts and minds piece', bringing the collective team to the table so they can fully understand why you're undertaking this initiative.

Once this was achieved we then prioritised the different visa types that were offered and then systematically worked with the Lawyers and wider team to define the optimal process leveraging the collective experience of the group.

Once the process was defined we then looked to automate elements of the process using industry-available technology.

The outcomes for the organsations have been met, and more.

Bruce

I've done similar work with a variety of in house services which were under threat of outsourcing 

First thing is to get the team to accept that the threat is real and then you can focus on how to fend off the threat

Start by getting agreement on the key services the team currently offers.

Then - as best you can - do some competitor benchmarking. Who - outside - offers a similar service? What do they cost? How well do they perform? What's their competitive edge vis-a-vis the internal team?

Challenge the internal team's thinking on this at every step and ask for evidence of their views

Next get agreement on how the team can best head off the external threat. Are we better/faster/cheaper? What edge do we have over the external competition.

Part of this will involve getting views from the team's internal customers.

This should result in a short list of areas where the team currently has an edge and where it needs to do better to survive.

That should then be the basis of an improvement plan for the team to tale forward.

Hope that helps