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"A lawyer with talent can always do a better job with the benefit of a process to apply it effectively, efficiently and transparently. The process should offer clear definitions of outcomes, credible planning, properly structured execution and rigorous monitoring. The process should identify conflicting needs and goals at the time when they should be discovered, the beginning, and it should culminate in accountability and improvement. These are the keys to providing a service which is consistently reliable. And consistent reliability is the single most important key to repeat business"
