I have long been intrigued by the concept of Six Sigma. Ever since reading “Jack Welch and the GE Way,” I’ve wondered how law firms could use the concept to improve their service. In this vein, I’ve also spent time with Lean Six Sigma For Service. I’ve always thought myself somewhat the loner in my thinking on this, however. For that reason, I was delighted to see this post in More Partner Income. Some of the wisdom of the post:
Can Six Sigma work in a law firm? The answer is, of course. But a Six Sigma vision can only come from the firm’s recognized “leader”. It can only thrive in an environment of constant change-recognition that excellence can only be achieved through change. It must place the client’s wants and desires first. It must believe to its very core that when the firm improves the success of their customer, it improves the law firm’s success as well. It must be willing to honestly determine what its clients want and be prepared to deliver it. Those wants may be at odds with the law firm’s traditions but if you break those traditions in favor of the client-you will have a superior competitive advantage. If you do so while eliminating deviations from client expectations, your competitive position will be unassailable.