Step 4: Analyze VOC findings. The insights gleaned from in-depth, in-person
interviews are especially critical because they enable more cost-effective but meaningful
fact-gathering methods later on in the process. For instance, open-ended discussions
made possible by in-person VOCs can help the process improvement team generate
a “short list” of critical pain points. This list can be used later on to design surveys
that can be quickly administered among a broader group of stakeholders to help
establish priorities for process improvement efforts. Once the problems are analyzed
and potential solutions proposed, the VOC findings should drive the formulation of
questions for focus groups, as well as business requirements and success factors that
must be met during pilot testing.
See the Analyze and Improve sections (on page fifteen), tbd for details for techniques
to distill the results of VOC interviews.
Examine processes to locate client-defined value
In keeping with the guiding principles of process improvement, law departments should
seek to establish an understanding of the process as a “value stream,” and to specify
the value potential of each step in that process. For these reasons, value-stream
mapping is a critical cornerstone of process improvement. The ultimate outcome of
this process analysis should be a rationale to triage and prioritize the tasks, steps, and
activities involved in the process being analyzed.
Value-stream mapping helps in-house lawyers determine how best to staff legal
activities, estimate cycle times, appropriate sequencing of steps, and identifying areas
for process improvement by eliminating waste. Further, value-stream maps help to track
data and information flows in and out of various repositories. The maps also help show
how the accessibility and reliability of the information flows affect the overall efficiency
of the process.
Value-stream mapping provides a comprehensive framework for examining
how services are provided to the client.
Throughout value-stream analysis, the process improvement team should refer back
to the definitions of value as provided by clients in the VOC to ensure that the process
improvement effort reflects the team’s understanding of what matters most to the law
department’s internal clients.