Decisions, not guesses

Decisions, not guesses

This is the fifth in a series of posts about the characteristics of successful quality assurance systems in law firms.

Previous posts outlined three important points that distinguish quality assurance from crisis-to-crisis after-the-fact improvisation:

  1. Quality assurance is a firm-wide issue and everybody's job.
  2. The people who are best able to improve the work are the people who perform it everyday.
  3. Quality assurance focuses first on stopping the pain - reducing or eliminating the problems that are weakening productivity and undermining profitability.

Today's post points out a necessary element that is common to all three of these principles: data.

The accurate diagnosis of quality assurance problems and their causes requires accurate and timely data about the functioning of the processes that produce and deliver services to clients and internal customers.  What are the mistakes that are being made? What are the nature and causes of the rework needed to fix errors that we actually observe?  What are their practical results? Simple, but highly effective, reports such as missed deadlines, document errors, and service standards discrepancies, are critical.

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