Many industries have adopted total quality management (TQM) and similar processes to continually improve internal operations and provide the best possible experience for end-users (i.e., customers). For many reasons, law firms have been slow to take the same approach. However, it would provide significant benefits without requiring an enormous, disruptive effort.
What is TQM?
TQM is essentially having policies, procedures, and standards for how a company gets work done, manufactures products, interacts with customers and clients, and resolves disputes. It’s a way of ensuring that the end product a company produces meets quality, safety, and other standards and that every customer or client experiences the same level of service. TQM also helps eliminate inefficiencies that lead to lost productivity or unnecessary costs.