A business optimisation framework for improving service excellence and commercial outcomes in a UK legal practice : Case: National Firm of Solicitors
Chime, Ogochukwu (2015)
Lapin ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201503243492
https://urn.fi/URN:NBN:fi:amk-201503243492
Tiivistelmä
This research sets out to develop a sustainable business optimisation framework to improve service excellence and commercial outcomes in a Case Company. It also sets out to assist Case Company in optimising its management and business activities in the time of regulatory and economic change.
In order to investigate and achieve this aim, the study’s main objective is to explore the current regulatory changes in conjunction with the UK government policies on Legal Aid. And to determine the level of effect these policies have on the business of Case Company.
The study provides an understanding on how Case Company can develop, enhance and sustain its organisational performance as well as retain its competitive edge in the current and future economic liberal legal service business market. The study looks at strategic management, operational management and conceptual theoretical approaches that should be employed as informative tools to help Case Company in meeting the business objectives.
The research methodology chosen for this is a qualitative case study approach. The data collection and analysis methods are designed to bring out the details from the viewpoint of the participants by using multiple sources of data. The sources used are articles by reliable legal experts providing information about professional issues, solicitors’ business performance information and university library research. The research also includes audio recorded face-to-face semi-structured interviews, telephone interviews and the researcher’s direct observation.
The researcher adopted the Balanced Scorecard framework for use in developing a strategic practice management at Case Company. The applicability of the framework was tested by the managers and partners of the firm through an expert trainer to ensure its usefulness and effectiveness.
In order to investigate and achieve this aim, the study’s main objective is to explore the current regulatory changes in conjunction with the UK government policies on Legal Aid. And to determine the level of effect these policies have on the business of Case Company.
The study provides an understanding on how Case Company can develop, enhance and sustain its organisational performance as well as retain its competitive edge in the current and future economic liberal legal service business market. The study looks at strategic management, operational management and conceptual theoretical approaches that should be employed as informative tools to help Case Company in meeting the business objectives.
The research methodology chosen for this is a qualitative case study approach. The data collection and analysis methods are designed to bring out the details from the viewpoint of the participants by using multiple sources of data. The sources used are articles by reliable legal experts providing information about professional issues, solicitors’ business performance information and university library research. The research also includes audio recorded face-to-face semi-structured interviews, telephone interviews and the researcher’s direct observation.
The researcher adopted the Balanced Scorecard framework for use in developing a strategic practice management at Case Company. The applicability of the framework was tested by the managers and partners of the firm through an expert trainer to ensure its usefulness and effectiveness.