In-house legal organizations need to manage the quality of their legal work just as rigorously as they manage outside counsel spend. Unfortunately, few organizations do, partly due to the lack of process and technology for defining and then evaluating quality.

Leading organizations define quality in ways that are specific, measurable, attainable, relevant to organizational priorities, and time-bound (S.M.A.R.T). This can be as simple as capturing a subjective net promoter score from a relevant audience at the conclusion of a legal matter, to more elaborate systems that involve capturing multiple data metrics that feed into different categories, such as file management, knowledge/skills, and service. A S.M.A.R.T. approach also includes written definitions of those categories and calls for organizations to reach out to “easy graders” who tend to consistently provide 4- or 5-star ratings to make sure those graders really understand the definitions provided.

This content has been archived. It is available through our partners, LexisNexis® and Bloomberg Law.

To view this content, please continue to their sites.

Not a Lexis Advance® Subscriber?
Subscribe Now

Not a Bloomberg Law Subscriber?
Subscribe Now

Why am I seeing this?

LexisNexis® and Bloomberg Law are third party online distributors of the broad collection of current and archived versions of ALM's legal news publications. LexisNexis® and Bloomberg Law customers are able to access and use ALM's content, including content from the National Law Journal, The American Lawyer, Legaltech News, The New York Law Journal, and Corporate Counsel, as well as other sources of legal information.

For questions call 1-877-256-2472 or contact us at [email protected]