Risk management

Quality management standards

Lawyers are often told that they should be implementing a 'quality management' programme to help minimise risk.

Yet many do not fully understand what is meant by this, and as a result do not know how to implement a proper programme.

Quality management means all activities of the overall management function that determine the quality policy objectives and responsibilities.

This is implemented by utilising quality benchmarks such as planning, control, assurance and improvement.

One of the most effective means of implementing quality management is to use a recognised standard to ensure that the result achieves the desired effect.

Lexcel is probably the most popular quality management standard for legal practices, but there are alternatives.

The important thing is to know what is required before you start.

Take a realistic look at your practice's current procedures and compare them with the needs of your chosen quality management system.

In this way, you can gauge how much work is involved to achieve compliance.

This means you will be able to tell whether you need outside help from a consultant, how much time the project is likely to take, and who will be in charge of ensuring all changes are properly implemented.

The way a quality management programme is introduced is crucial.

The practice should look to develop its procedures as far as possible so that they comply with the needs of the chosen standard.

It is rare for a practice to be way off the mark when it comes to quality procedures.

Therefore, it makes sense to develop what is already there as opposed to starting from scratch.

Treat the introduction of quality management as a project.

The key to success is to plan.

Draw up a project action plan, identifying everything that needs to be done.

Allocate the tasks to colleagues who are best placed to achieve the results you need within an agreed timescale.

Another important aspect is to make sure that the project stays on track by reviewing progress.

There may be valid reasons why the project takes a back seat but unless a concerted effort is made to reach the goal of accreditation projects can remain incomplete.

Also, if you are going for assessment, make a proper check.

Most quality management standards have checklists that you can use to make a final check of your systems and procedures.

Practices that take a positive approach to quality management reap the best results.

Greater efficiency, more satisfied clients, lower staff turnover, enhanced profitability and reduced professional indemnity insurance premiums are some of the benefits that practices enjoy.

This column was prepared by the Alexander Forbes Professions risk management team