Internal and external motivation

Working on quality has an internal and an external dimension.

The internal motivation of a lawyer’s office to work on quality is diverse:

1. The most important internal motivator is, although it may seem obvious, very convincingly: job satisfaction. It is great to work in a wellorganised working environment to which you dedicate the greater part of your daily activities.

2. The offices will have to adapt themselves to the developments of their time if they wish to be able to stand out as an individual lawyer’s office.

3. The office, read: the team, benefits from a common objective under a common flag.

Considerations that can contribute to the external motivation of a lawyer’s office to work on quality:

1. It is a public task. The social position which the lawyer takes up in the legal practice and in the social order in general compels him to that.

2. Remain one’s own master, instead of externally imposed rules.

3. It is in the interest of the appreciation and also the competitive position of the legal profession in general. After all, there are several providers in the legal practice.

4. Every individual office will wish to produce a good legal product and will also pride itself on good service (job satisfaction and also a good (mental) health play an important part).

5. As far as financial aspects are concerned, we can mention an improvement of the price/quality ratio for the consumer and the continuity of the entrepreneurship caused by an increased efficiency for the service provider. The possibility
of insuring professional liability in the longer term can also be considered.

  • A framework of standards has been written on the basis of ‘best practices’, ISO 9001, the INK model and an abundance of existing material at NOvA. This framework represents a set of criteria, and you should make agreements concerning these with your colleagues. Taken as a whole, these agreements actually constitute your quality policy and risk management system. Viadicte makes use of external auditors (Pricewaterhouse Coopers) who evaluate on the basis of an integrated evaluation programme.

  • With the use of software application, lawyer’s offices can anonymously compare their financial housekeeping with that of other offices. Thus they can obtain insight into the financial position of their own office in comparison with comparable offices in the fields of, for instance, staff expenses, library expenses, turnovers, sickness leave and so on.

  • An extensive survey like the Intomart-surveys only has to be conducted once every four years. In the meantime the offices measure client satisfaction by means of concise evaluations, comparable to the evaluations that must be filled in after courses and congresses. Foundation Viadicte offers example forms to conduct such concise surveys.

  • Law practices that have a permanent quality policy receive a Met Recht Tevreden (‘justifiably satisfied’) seal of approval from Viadicte. The seal of approval signifies that your practice complies with the requirements with regard to know-how, integrity and office operations. Moreover, the seal-of-approval programme promotes efficiency and streamlining within your organisation.