Law Times

Law TiMes • May 7, 2012 Process allows for continuous operational improvement focus ISO certification for law firms W BY JUDY VAN RHIJN For Law Times hen an organization wants requirements and expectations, they apply for ISO certification. Of course, there' consistent service that meets to provide clients' say that a personal injury law firm can't join the club. In fact, one On- tario firm is now the proud holder of that guarantee of organization- al excellence. Carranza LLP is the only ISO- s nothing to we're not just talking the talk. We are not allowing things to stagnate. We are challenging ourselves." Carranza also saw it as a way to harmonize the firm's practices. — it's not going to have a dramatic "Not every department in the firm followed the same process," he says. Certification also ad- dressed a concern that the firm might not be making necessary changes promptly. "In civil litigation from time to certified personal injury law firm in Canada. It attained the designa- tion in 2010. Juan Carranza says the idea sprang from a resolution made during the formulation of the firm' as to whether it was appropriate given that it is regarded as be- ing more akin to motor vehicle manufacture than to the service industry but we realized that we use a number of processes and we didn't know how effectively they were working. ISO certification is a tool that helps us figure out if what we are doing is an effective way of meeting our obligations to clients." The first Canadian law firm "We had discussions aſterwards s 2005 strategic plan. time, a decision will significantly affect how things are done and what documentation is required to comply with the change, Peters. "The lawyers were worried that things could fall through the cracks. We might read the cases, but would that " says changes in practice and proce- dure? It' translate into management. We wanted to in- corporate changes flowing from legislation and case law into our practice as quickly as possible. A consideration for other firms " pondering the ISO approach may be the practice area of the firm. "It is well suited to personal injury law, for sure, to obtain ISO certification was Fillmore Riley LLP in Winnipeg. Managing partner Glen Peters says the firm didn't do it just to have the ISO logo in its lobby. "What motivated us to do it is that it indoctrinates a culture of continuous improvement by in- stigating management system ef- ficiencies and checks and balances internally. It' to show the outside world that s an objective measure can see it working in other areas as well, such as real estate or corpo- rate and commercial work where there are a set of standard steps followed regularly. " says Carranza. "But I wider we all follow processes. We all open files, diarize events, have document-management systems, and maintain technologies. We all make decisions whether to have electronic or paper files or a hy- brid of both. The actual lawyering — client interviews and the proce- dure you follow in the courtroom Peters thinks there's an even application. " "Ultimately, s an aspect of knowledge impact on those things but behind the scenes it will. Have you got the right person on the file? Have you done the appropriate searches? Those things apply regardless of practice area." Asked why a busy law firm would subject itself to the work of certification, Peters says it' as labour-intensive as it sounds. Carranza agrees. "There is an in- vestment of time initially, but we already had a culture around our strategic plan." His firm didn't consider tak- s not ing only certain features of the designation. "If we only borrowed certain aspects, I don't think that would be appealing or compel- ling to the staff. Having the ISO designation got buy in from the staff and translated into a market- ing and public relations tool. It is a widely recognized standard that sends a message to the commu- nity that we have made an effort to improve our processes." Peters has noticed that other serves as an internal auditor. Once a year, an external auditor meets with him and reviews the reports. Carranza isn't concerned about the work involved in the recertification coming up next year. "Our month- ly process ensures that the genera- tion of our reports is up to date. Carranza has seen significant " benefits within the firm. "The whole firm is more aware of the necessity for continual improve- ments in existing processes. Be- fore, the staff might not have thought it was important to bring a proposed change forward and the person it was brought to might not have thought it was important to deal with it, so then it goes to the bottom of the pile. and notes that an unexpected benefit has been the empower- ment of the staff. "The process is not top-down where the manag- ing partner dictates and everyone follows that drum. It' Peters echoes this observation " s almost the firms have adopted ISO meth- odologies but haven't gone the whole way to get the designation. "They take the approach of adopt- ing methodologies. The danger is that without a system of internal audit and an outside person coming to audit, it' continuous improvement normal routine. If firms could achieve the continuous improve- ment without the discipline of the designation, that' provides an objective measure that you can show to clients." At Carranza LLP, a consultant s great. But it also who has other tasks conducts the monthly audit. He effectively ONTARIO LAWYER'S PHONE BOOK 2012 YOUR MOST COMPLETE DIRECTORY OF ONTARIO LAWYERS, LAW FIRMS, JUDGES AND COURTS With more than 1,400 pages of essential legal references, Ontario Lawyer's Phone Book is your best connection to legal services in Ontario. 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He adds: "From my point of view — that is a management point of view — there is a two- fold combination of benefits: the knowledge that we are continu- ing to challenge ourselves inter- nally and an objective measure to implement efficiencies. When responding to cases, we audit the process to ensure it is done prop- erly. Also, an outside independent party pokes and prods us every so oſten. We can't ignore the in- ternal process and we can't ignore the recommendations from the outside. If they say, 'We know you've been doing it this way for five years, but this way' have to consider it." s better,' we LT As Canada's largest group of personal injury lawyers, Lerners has the experience, resources and tenacity to handle even the most complex injury cases. We relentlessly pursue the best possible outcome and, if necessary, won't hesitate to proceed to Court to get it. Trust the proven strength of Lerners, where referrals are valued and respected. 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