ACC VALUE CHALLENGE - Guide to Process Improvement
Once these are identified, law departments should develop WIN implementation
plans that answer the who, what, when, and where questions, as well as document the
improvements in the process and execute communication plans.
Some examples of WIN opportunities include:
• Instituting a regular and structured “stand-up” meeting for particularly active
matters or large portfolios to batch status communications
• Adding a quality control (“QC”) requirement to an earlier step in the process to
avoid rework later
• Clearly defining criteria requiring approvals so that the process is not interrupted
with unnecessary wait time
• Using electronic signatures when appropriate, etc.
Pilot the solution
Once the project team has zeroed in on the solution that seems to be the best fit, and
before any full-scale implementation, they should validate it. The best tool for validation
is a pilot project — basically a test run of the improved process — conducted under
limited real-world conditions that produces data for analysis to measure effectiveness.
This often-used, small-scale test provides several benefits, including:
• Allowing an opportunity to refine the solution
• Avoiding wide-scale implementation of a less-than-optimal solution
• Protecting the credibility of both the solution and the team
• Demonstrating the benefits of a new process in order to win over any naysayers
• Inviting participation and feedback by those who run the process
After the pilot, the project team can validate the solution by comparing the before and
after results, as well as comparing the new performance to desired goals.