The document discusses a legal services value stream for clients that aims to provide excellent quality, outstanding service, timely responsiveness, and consistency through client pull that creates more business and continuous improvement while eliminating waste and ensuring an efficient flow. It also notes some context and challenges for a law firm in sustaining progress through a shrinking legal market, increased competition, and pressure to change old habits and mindsets.

1. Legal Services Value Stream For Clients Value for fees paid
Client Pull Creates Excellent quality
More Business Outstanding service
Timely responsiveness
Consistency in all
above
Continuous
Add value
Improvement
Legal Service Value Stream For Clients
“Voice of the Client”
H&W Lawyers Eliminate
Efficient Flow
Waste
Fu
tu
Sp re G
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ke st
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Some Context for H5 and The Client Services Value Stream Looming Storm Clouds
In Legal Industry
What is our role?
What are the challenges?
Shrinking “legal pie” (Wally)
Where do we fit in the client value stream?
More competitiveness
Do the processes on our list add value to client? Who is our client? Disruptive technologies
How do we foster continuous improvements for the client? Pressure on profit margins
How do we sustain progress, improvement, and efforts? Old school habits and mindset