ACC VALUE CHALLENGE - Guide to Process Improvement
into various workstreams such as intake, outside counsel assignment, early case
assessment, fact investigation, informal settlement, formal discovery, mediation,
pre-trial preparation, and trial. After the initial session, the law department may
decide to focus the process improvement effort on pre-discovery workstreams
(e.g. intake, outside counsel assignment, early case assessment, fact investigation,
and informal settlement).
• Include all necessary stakeholders. Ideally, value-stream maps should be
created in a workshop session with most, if not all, relevant team members
present. Identifying all of the individuals who provide inputs or perform work
on the process at hand is an important step to establish an accurate analysis of
the current state. For touches or tasks in the process owned by stakeholders
not present (such as outside counsel), be sure to include someone with sufficient
knowledge of those relationships to speak authoritatively to the hand-offs,
communications, and touchpoints relating to the non-present stakeholders.
DURING THE mapping session:
Again, keep in mind the primary mandate to distinguish value add steps from NVA
steps. Start by articulating the start and end of the value-stream to be mapped to
establish clarity and alignment for the assembled team.
For each identified step in the process, consider the following:
• Who is the current owner of this task? Who is accountable and responsible
for the complete and accurate completion of the task and who are all of the team
members whose touches are needed before the value can flow forward to the
• What are the information inputs required to perform the step and how are
these inputs gathered? In the current state, are they requested on a case-by-case
basis? Are there documents or information that remain relatively stable that are
repeatedly requested and forwarded?