Enhanced employee and client satisfaction through continuous improvement implementation

Top-4 law firm.

Breakthrough: A law firm consists of professionals such as lawyers, notaries, and tax advisors. Traditionally, the firm followed the path dictated by the content of the work. Professionals worked on client inquiries, delegated tasks to colleagues, and reviewed the legal outcomes before delivering them to clients. However, the potential for optimizing processes, while staying within the boundaries set by the content, was often overlooked. Now, attention is being given to these latent processes. Monitoring is in place, enabling increased focus on results. This is achieved by optimizing business processes based on client value (using Lean methodologies), consciously managing them (legal project management), and leveraging new technologies whenever possible. The firm’s continuous improvement implementation relies on two pillars. First, ensuring that the client is always involved and actively participates in the improvements. Second, establishing an internal Lean training program. This creates a foundation internally for shaping continuous improvement, providing support for Lean projects, and initiating further steps.

Impact: This new way of working leads to demonstrable improvements in margins and increased quality. It enhances job satisfaction and ensures a better alignment with the actual needs of clients.

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