Why work on quality?

Providing quality is a must. It receives attention on a European and national level. Mistakes and inadequacy are at odds with the legal profession. The lawyer will have to attain the same high service level for each client, every question and every piece of advice in order to achieve a satisfactory result for the lawyer and for his client. But the concept of ‘quality’ contains more than that. It means more than keeping knowledge up-to-date and taking care of secretarial support. The client will not easily judge the lawyer on his knowledge, because he considers that to be self-evident. His judgement on the efforts is formed in quite a different way. Fellow-lawyers, judges, will also have an idea about how the lawyer functions and will not base that on success or mistakes alone, because they do not know anything about that. And what does the individual lawyer aim at? Does he want to be a reasonably competent lawyer or does the lawyer want to be among the best in his area? Is he satisfi ed with low to medium grades or does he strive for the highest grades? That, too, provides a difference in quality.

 

  • 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.