046. Improving Legal Workflows without New Technology
Dec 5, 2024
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Discover how legal professionals can enhance their workflows without relying on new technology. The conversation dives into leveraging Kanban principles to streamline processes and improve client experiences. A fascinating case study reveals the transformative impact of Kanban during the pandemic. Insights from a training workshop highlight how adapting to better methods can elevate performance, making even outdated systems work better. Tune in for actionable strategies that any legal practitioner can implement today!
Implementing Kanban principles can significantly improve legal workflows and client experiences without needing new software or technology.
A clear understanding of workflow phases and structured techniques led to a 50% reduction in average case resolution time for the department.
Deep dives
Evolution and Accessibility of Kanban Methodology
The podcast highlights the significant evolution of Kanban boards from basic manual tools to integrated software solutions in modern legal practices. It has become common for legal professionals to utilize Kanban boards to manage their workflows effectively, yet the speaker also emphasizes that implementing a Kanban board is not a prerequisite for benefiting from the Kanban method. A case study is presented where a public agency's complaint department achieved remarkable improvements despite being unable to implement a digital Kanban system due to institutional constraints. This underscores the flexibility of the Kanban methodology, which can still drive efficiency and quality even without traditional board structures.
Identifying and Addressing Workflow Challenges
The complaint department faced significant challenges, including a backlog of over 600 open cases and an average resolution time exceeding 200 days, mainly due to an overwhelming workload and ineffective communication. Team members reported feeling inundated as they tackled an influx of complaints, leading to a high rate of failure demand. The initial step taken was to clarify the workflow phases of the complaint resolution process, ensuring all team members had a solid understanding of each stage. By incorporating structured workshops around the Kanban method and systems thinking, the department laid the groundwork for a more organized and efficient resolution process.
Implementing Effective Workflow Policies
The team utilized several strategic techniques, such as SIPOC charts, to define outputs and inputs clearly within each workflow phase of their processes. Explicit definitions of 'done' and 'ready' were established to enhance clarity during case evaluations, promoting efficiency. This clear documentation allowed team members to better understand their roles and improve their workflows while enabling them to focus on value creation for both complainants and respondents. Additional context was added to customer journeys to empower both parties involved, enhancing their understanding and experiences within the process.
Achieving Substantial Improvements Through Empowerment
Over the course of approximately a year, the complaint department achieved a notable reduction in their open case count from over 600 to around 405, demonstrating a more than 33% improvement. Additionally, the average resolution time dropped from 200 days to approximately 109 days, nearly a 50% improvement, providing quicker resolutions for both complainants and regulated professionals. These successes were attributed to a strategic focus on reducing work in progress and leveraging data-driven decision-making in setting measurable goals. Ultimately, the empowered team members drove their own improvements, illustrating the power of training and guidance over traditional consulting methods.
I walk you through the specific steps my client took to optimize their workflow, improve their client experience, and ultimately achieve remarkable results by embracing Kanban without implementing new software. Whether you're a solo practitioner or part of a larger organization, you'll learn valuable insights and actionable strategies to implement Kanban principles, even if you’re restricted in terms of the tech you have available.