What 'quality' means, beyond all the buzzwords

Article Abstract:

In 'total quality management' (TQM), the management and customer services of an organization take place according to certain quality standards. After a survey of how things are currently done, some goals for improvement can be set, with a 'quality council' to oversee this process. If a firm does not wish to develop its own TQM criteria, the European ISO 9000 standards or the Department of Commerce's Malcolm Baldrige National Quality Award criteria may be used. All parts of the firm's management and delivery of client services should with time be measured for quality.

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The legal profession needs more humanity

Article Abstract:

Lawyers will enhance their standing in the public's eye by remembering the centrality of human relationships in their practice. Such an emphasis will help the practice of law recover from the recession's over-emphasis on cost-cutting at the expense of client service. A more human, collegial attitude towards co-workers will also enhance their job satisfaction and breed loyalty. In large firms, dividing people into small work-groups is one way to help collegiality.

Psychological aspects, Legal etiquette, Practice of law

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Total quality management improves productivity; not only new technology but retooled management can help deliver better value to clients

Article Abstract:

Law firms need to improve productivity to remain competitive. While technology can help attain this goal, sustained improvement can only come through the implementation of total quality management (TQM) and re-engineering. TQM looks at a work situation as a group of processes and saves time and money by making these processes more efficient. An example would be standardization of workflow. Re-engineering devises new processes to meet desired goals.

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