Concerns around inefficiencies, performance and rising costs within the Legal Services division, led to the Director of Legal Services requiring lean improvement consultancy support to help to understand the reasons for these issues and to put measures in place to resolve them.

An improvement team, including solicitors, process owners, IT, and other staff involved in legal services, was established to agree the Quad of Aims for the project with the project sponsor.  A DMAIC (Define, Measure, Analyse, Improve, Control) approach was used to identify efficiencies, cashable savings, and end-to-end process time reduction to meet performance indicators.  Lean training workshops were used to work ‘with the team and not ‘to’ the team to deliver successful and sustainable improvements.