Background
Our client wanted to improve the time that the lawyer support team took to provide the support required to lawyers making support requests to the team. Prior to our intervention, support team non urgent requests took on average 48 hours to fulfil. The client had a target time of 24 hours they wanted to achieve.
What we did
We were engaged to conduct a review of the end to end non urgent request process to identify duplication and pain points involving the lawyer support team.
We prepared and facilitated workshops with Senior Managers, team leads and the team affected by the change, in order to define the current non urgent request process and used the new process as a baseline to map the desired future process.
We carried out a training needs analysis to formulate training and development plans which were delivered for all team members.
We developed and delivered 1-day mentoring session for Senior Managers to support them in leading the change.
We held a 3 month and 6 month review once the new process was in place, to identify any issues with operating the process and to support the client with any tweaks required to the process.
The Result
Following the delivery of the new process and the training interventions, the turnaround time for support requests was reduced by 24 hours to meet the client target of 24 hours. Also, the client uses a leadership feedback tool and within the affected team, leadership feedback improved by 20% on average.