For clients managing law firms globally and law firms managing offices worldwide, there is a common reality: Service standards in the practice of law vary widely depending on where you are.
Professional standards. Levels of training. Styles of practice. Cultural norms. Even office hours. All these variables make quality work and consistent service rare phenomenons among global legal service providers.
At Baker & McKenzie, we have been at the forefront of managing quality on a global basis for more than 50 years. We know what it takes to meet client expectations for excellent work and responsive service across different countries and a variety of legal systems.
Quality Starts with People
Our quality focus begins with our people. We know that who we recruit and how we train them are critical decisions that have a direct bearing on the quality of our work and the effectiveness of our service. So we have defined criteria for evaluating potential additions to our Firm. See What We Look For and What We Offer.
We also know that lawyers who know and respect each other are more accountable to each other. So we invest very substantial sums each year, not only in local training but also in bringing our people together from around the world. To encourage them to form the personal relationships that are so vital to quality and service delivery.
Clearly Defined Standards
We also define our quality standards for practice. Our practice statement provides guidance on how we will work together. What we expect of each other. And the responsibilities and standards that will help us to ensure that our clients are properly and consistently represented and advised. These apply individually as well as to offices and practices worldwide.
We recognize our ethical and professional responsibility to our clients, the courts and the public. And we set the Model Rules of Professional Responsibility, adopted by the American Bar Association, as our minimum standards for professional conduct. If standards in local jurisdictions are more stringent, we follow them.
Our practice standards are continually reviewed and updated by our Professional Responsibility and Practice Committee. And we have a full-time Director of Professional Responsibility who monitors, interprets and helps us enforce them.
A System of Inspection
But rules alone are not enough. We were among the first law firms in the world to adopt a Quality Audit program. Each year, a third of our offices are visited, examined and evaluated.
We look at everything from how work is allocated (to ensure that qualified lawyers are assigned) and the frequency and timeliness of client communication, to the consistency of file management and the appeal of the reception area and meeting rooms.
After each audit, offices receive a report identifying opportunities for improvement and suggested action steps to remedy deficiencies where they are found.