Project Description

 

 

CHALLENGE

A large law firm with a toxic team environment high turnover. Employees described the environment as confrontational, passive-aggressive, mean spirited with few members willing to cooperate or collaborate. In addition, the processes were highly inefficient, utilizing outdated technology and several manual paper processes. The monthly process was broken up over several people and took over 160 hours to complete. As a result of the fractured structure, the workloads were highly imbalanced, and the manager was required to make up most of the slack often spending 12-14 hour days just to keep up. In order to ensure everything was completed correctly, there were excessive quality control measures and even with the controls, the team could not meet the needs of internal stakeholder customers.

 

SOLUTION

Utilize technology to address process ineffectiveness and improve team dynamics

 

Address Process Inefficiencies and Bottlenecks

  • Mapped the process to identify over 50 constraints
  • Collaboration with IT to re-design the internal system
  • Collaboration with 5 other departments to align data transfer/collection
  • Developed exception reporting to deal with anomalies

Process Standards

  • Developed and established process standards for each task
  • Developed standardized training for each task and responsibility
  • Cross-trained team members to create shared responsibilities

Department Restructuring

  • Created new roles and responsibilities for all team members
  • Established standardized communication protocols and morning huddles
  • Established a feedback system for all team members on each others
    work and progress on projects and tasks

Leadership Development

  • Brought the team members through five behavior training and analyzed how the team performed on each team behavior
  • Developed key metrics to monitor behavioral improvements
  • Developed shared tasks and projects to allow team members to practice
    each of the key behaviors
  • 1:1 coaching with each team member through their area of difficulty

RESULTS

Within a year the processing time was reduced by 90% from 160 hours to 16 hours/month avoiding the need for additional costly hires. Reduced the manager’s time to support the team by more than 75% allowing her to engage in more strategic projects. Turn over reduced to almost 0% – retention after the first 6 months of starting project was at 100% for 2 years. Team members report a happier and more enjoyable working environment.