Quality model

Working on quality means that attention is paid to the pillars of the legal service: Knowledge, Integrity, Office management. Knowledge and competence together form the core, embedded in Regulations and Rules of conduct. Around that, three elements of the process of production can be indicated. All this is supported by four instruments of output and outcome and by adequate disciplinary jurisprudence and complaint handling regulation. Those last two are indispensable for maintaining an offer on the market for legal service in which competition below the intended level of quality is fundamentally wrong.

Quality model Law Firm. source: R. Creusen, G.J.L.F.M. Schakenraad

  • 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.