When starting your business, you likely have the noble goal of bettering your clients’ lives. But what happens when your firm grows and you’re no longer interacting with them every day? A point in time comes when you need quality assurance. Read our blog to learn more.
What is Quality Assurance?
Quality assurance is a systematic process used to guarantee that you meet your service standards. It is a way for you and your firm to prevent any mistakes and ensure that your clients have a good experience with your firm.
Quality assurance focuses on assuring you as a business owner that your firm is performing well and ensuring your client will receive exemplary service. Throughout this blog, we’ll discuss several different examples of quality assurance and how you can implement these ideas.
Examples of Quality Assurance
Since quality assurance is a process-oriented tool, it is crucial to look at how your firm interacts with its clients. If you have already implemented your client journey, you should have several different ways to measure your goals.
For example, you could look at your process checklists, process standards, process documentation, and a process audit. Investigate how your teams interact with the client and whether they meet your service standards. Are they meeting the criteria you’ve set?
To get the most out of your quality assurance processes, ensure that you are putting processes in place that minimize the risk of a mistake. Let’s get into the ways that you can begin implementing these tools.
Areas of Quality Assurance
There are a few different areas where you can begin to look for quality assurance. You must take an active part in studying the process to implement the correct procedures to remedy any problems that you see.
Human Error
To err is human, but there are steps you can take to prevent a small mistake from messing up the entire case. You may need to implement better supervision, more on-the-job training, or increased communication between departments.
Processes
Again, since human error happens so often, you may have to study and fix any processes that can’t accommodate those mistakes. For example, if a team member inputs client data twice, you may have to look at how the system can fix that problem.
Design
Again, quality assurance falls into how your firm designs your client’s experience. When you focus on the experience you can give a client, and how client-friendly that experience is, you ensure that your firm meets its service standards.
Implementing Quality Assurance
Since quality assurance aims to ensure that all of your services meet the same standards, it’s crucial to implement different strategies to implement some examples. Let’s work through a few ways you can put these processes in place.
You may benefit from promoting some of your staff into leadership roles to solve human error. Those leaders could then monitor progress and ensure that there are no mistakes in how the different departments are performing.
You could speak with your IT department about how your technology works for your processes. Brainstorm different ways that you can fix a variety of issues! And for designing how clients interact with your firm, there is no overstating the value of a client journey.
Speak with the Experts
When assessing the quality of your firm’s processes, you may find some issues you didn’t realize you had. For that reason, it’s crucial to speak with someone who can help you navigate any problem areas.
At 8 Figure Firm, we believe that quality is vital to your firm’s success. With programs that train you in leadership, design your client journey, and help you scale your firm, we are here to help you reach eight figures in predictable yearly revenue.
Connect with us online or by email. We will help you turn your law firm into a law business.
