Total Quality Management

A detailed Summary of Total Quality Management

Total Quality Management, customer satisfaction index, zero defects, client service - all are

buzzwords of management in the 1990s. Yet what is all this about anyway? After all, lawyers and

law firms successfully made it through the '80s without all the commotion about quality and service.

Why all the fuss now? Is this just another fad, some passing fancy that will come and go like

Hula-Hoops, disco dancing or designer jeans? Hardly. While the jargon may change over the

balance of the decade, a fundamental change is taking place in client service, and the attorneys who

realize this and change with it will be the attorneys who will be successful in the '90s and beyond.

All structures are built upon a foundation. A high-rise is built upon a foundation of concrete and steel.

The taller the building, the deeper and stronger the foundation required to support it. Similarly, a legal

practice is built upon a foundation, specifically upon the foundation of relationships with people. Like

the high-rise, the greater the intended accomplishment and productivity of the firm, the deeper and

stronger these bedrock relationships must be. In fact, the limits of accomplishment, productivity and

satisfaction within the firm are all a

As with every other purchase decision, individuals prefer to do business with people they like, with

remember the love they had for each other. The team's success was built upon a foundation of strong

Likewise, truly successful lawyers have always built their practices upon a foundation of strong client

worked with, you suspected from the very beginning. Don't do it to yourself or the firm. Life is too

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Approximate Pages = 5 (250 words per page double spaced)

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