Zen and the Art of Process Improvement - Tiffany O'Neil, Alana Carson, and Jack Godsey

While technology is part of innovation, technology alone is not innovation. We brought in three guests this week to talk about what they are doing to innovate in the area of process improvement and give us some examples of some of the projects they are working on.

• Tiffany O'Neil is the Director of Knowledge Management & Technology Innovation at Procopio in San Diego.
• Alana Carson is the Client Success Manager at Thomson Reuters HighQ.
• Jack Godsey is the Account Executive at Thomson Reuters HighQ.

There is a methodology when it comes to how law firms handle process improvement. O'Neil's process starts with communicating with the attorney and staff teams to determine what pain points they have and evaluate the current workflow. Sometimes it is as simple as tweaking the processes that already exist by adding or removing steps in the workflow, or by adding or removing the number of people involved. Sometimes it means reaching out to Alana and Jack to see how a technology tool like HighQ can improve the overall workflow through automation and improvements in communications and clearly defining and assigning steps in the overall process.

The firm's clients are also involved in the process improvement design as well. Carson and Godsey mentioned that including clients in the overall process enables them to define what they need, and makes the law firm/client relationship stickier so that the clients really feel like a part of the firm's efforts toward process improvement and creating a better value for the client.

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A transcript is available on 3 Geeks' site.