ACC VALUE CHALLENGE - Guide to Process Improvement
AARs is to ensure that they happen. In the best-case scenario, AAR sessions help to
surface actions and behaviors that should be recognized and encouraged so they are
repeated. Sharing these behaviors with the broader team can help “model” desired
behaviors and further reinforce best practice adoption.
In the worst-case scenario, even a simple AAR session will surface issues that need
further attention and resolution. In these cases, a more robust round of VOCs and
process analysis should follow, so the AAR can be kept accessible and easy.
A critical impact of regular AAR sessions is to ensure that the core legal team develops
a habit of soliciting and receiving direct client feedback. Over time, this can help
mitigate fear of negative feedback, which erodes the desired culture of focus on client
defined value and continuous improvement.
In the end, of course, perfection isn’t the goal. Consistently upgrading the
quality and value of client service is.