E60: Is Your Environment Getting in the Way?
Nov 24, 2020
So, what’s the environment got to do with the root cause of my problem? Quite possibly a whole heck of a lot!
In last week’s tip, One Secret to Solving Problems in Your Practice, we discussed the importance of resolving the underlying root causes of problems, rather than merely treating the signs or symptoms of the problem. In a service business like law, root causes tend to fall into these 6 broad categories.
- Methods
- Environment
- Technology
- Knowledge Management
- Clients
- People
The environment is responsible for far more problems than you would imagine. It is why you should always consider including a waste walk in your process improvement projects.
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Take a Good Look at Your Environment
A waste walk involves going to the place where the work is done. That makes sense when you have a factory that manufactures tricycles. But the idea applies even if you are involved in knowledge work like we do in law. Go and look at the physical space where people are working…See what they do, how they do it, where they have to go to get information, documents, stationery supplies, etc.
Speak to them. Where are their frustrations? Do they have the tools they need: decent lighting, the right software, enough storage space, and a conveniently located printer?
We once worked on a project where the team worked in a newly renovated, open concept office. No expense had been spared. The office was lovely, open and bright…It was SO bright that employees had to wear sunglasses at their desks on sunny days to avoid getting headaches…and that made it much harder for them to see their computer screens. As you can imagine, it greatly undermined the quality and speed of their work.
We worked on another project where a paralegal had to walk 150 metres round-trip to her printer, a trip she alone made on average 50 times a day!
This week’s tip for building a more productive and profitable legal practice: when you’re looking for the root cause of a problem, don’t forget to look at the work environment. Go on a waste walk. Observe, ask questions, and listen.
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