stated, documented, and measured.
It gives the firm concrete, specific
things to focus on at their end — for
example, knowledge, skills, and responsiveness — and it helps provide
early warning signs when things are
going off track. These warning flags
are valuable to both client and firm.
In-house counsel often rely on law
firms for the most important projects, and keeping these matters on
track is critically important.
If you are thinking about using a
scorecard, I encourage you to do so.
Keep these considerations in mind:
■ ■ Do your research before you
have the “difficult” conversation
suggesting the use of a scorecard.
This will give you a good sense of
the categories of performance you
would like to measure. And it will
enable you to make a preliminary
threshold assessment of whether
or not to invest the time in
developing a scorecard.
■ ■ Organize your thoughts based
on your research to determine
the thematic issues that can
be consistently measured and
evaluated on a scorecard.
■ ■ Be direct and open. Professional
service providers are looking to
improve and want to retain their
clients. And as a clients, we want to
obtain the highest value from the
relationship. Beating around the
bush won’t help things get better,
and could make things get worse —
for both the firm and the client. ACC
A scorecard introduces
transparency on both sides.
It helps the law firm because
clients’ expectations are
clearly stated, documented,
and measured. It gives the
firm concrete, specific things
to focus on at their end —
for example, knowledge,
skills, and responsiveness
— and it helps provide
early warning signs when
things are going off track.
WANT MORE ARTICLES LIKE THIS? VISIT US ONLINE AT WWW. ACCDOCKET.COM.
ACC EXTRAS ON…Outside counsel
How to Create and Execute a Strategy-driven
Budget (July/Aug. 2017). www.accdocket.
Ask Aliya: When to Use Outside Counsel
5 Techniques for Selecting and Managing
Outside Counsel Without Upsetting the
Applecart (July/Aug. 2016). www.accdocket.
New Confidentiality Rules: Getting the Most
from Outside Counsel (June 2016). www.
Measuring Up: Top Ten Considerations to
Shape a Metrics Program for the Lean Legal
Department (Nov. 2016). www.acc.com/
Tips for Getting More From Your Outside
Counsel (July/Aug. 2016). www.acc.com/
ACC HAS MORE MATERIAL ON THIS SUBJECT
ON OUR WEBSITE. VISIT WWW.ACC.COM,
WHERE YOU CAN BROWSE OUR RESOURCES BY
PRACTICE AREA OR SEARCH BY KEYWORD.