Improving Workflow in the Practice

Transcription

1 Improving Workflow in the Practice Neil A. Johnson Practice Development Partners, Ltd. & IP Associates, LLC

2 Neil A. Johnson, CIC CIC since Version 3 of Time Matters TM, BM, PA, Hot Docs, PCLaw, CaseMap National Trainer via our TM Boot Camps & Power User Trainings Visit for schedule 26 Years Experience in Technology Arena

3 Overview What is workflow? How do we know if we have workflow issues? What are our options to resolve them? Once e kno o r options ho do e get Once we know our options, how do we get started?

4 Surveys Show Clients are: Extremely unhappy with failure to return phone calls; Unhappy h with failure to keep them updated on a regular basis; and Unhappy with failure to provide them with timely and adequate communications regarding their matter or case. Potential Workflow Issues

5 Potential Workflow Issues Attorneys say they are: Too busy to keep an eye on everything and everyone; Frustrated with their current software (or lack thereof); Focused on the fire of the day ; y; and Don t have ready access to file statuses in order to make that quick call to the client.

6 Potential Workflow Issues What are your issues? Lack of a central calendaring/docketing system? No way of tracking tasks that have been delegated to others? Document management difficult because everyone does it their own way? Entering the same data multiple times? stored in individual user s Inboxes? Billable time tracking is inefficient/inadequate? Reports difficult or time-consuming i to produce? No way to instantly see what a client owes you?

7 Potential Workflow Solutions Use a rock-solid reminder system can help you avoid missing i key dates and deadlines; dli Track phone calls and s as well as your responses. Easily set reminders for follow-up communications; Conflict of Interest easily check not only clients, but all parties associated with past and current matters.

8 Potential Workflow Solutions Track everything have all information about a case in front of you with a click or two; teamwork instead of busy work Minimize data sources to as few as possible; and Instant access to a case s status combined with a tickler system allows for making quick courtesy calls to a client, or quick answers to their questions without having to call them back

9 Potential Workflow Solutions Don t waste time looking for & through paper files Save research information so you can recover billable time trying to find references to case and statuses Simplify generating g documents using document assembly capabilities within the program. Instantly save those important s to the case file. Have key reports a few clicks away.

10 1 st Steps to Improving Workflow Analyze Current Workflow Find biggest time wasters and user frustrations Beware of built-in inefficiencies Listen to what your clients are saying If they re not telling you, ask them Give your firm incentives to improve Not just the time keepers Firm management must buy in to the entire process Most to gain, but also most to lose

11 What You Can Do Intake Processes Eliminate Duplicate Entry Link applications that have same information Examine what information is required Prospect tracking strategy Use status/stage fields as appropriate Use Time Matters QuickTabs Intake applications to streamline Web or Access-based apps that link to Time Matters

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13 What You Can Do Time Entry & Tracking Linking to billing system Link allows single point of entry for clients/matters Entering from TM records Bill directly from Events, Phone records, Documents, etc. Entering on handheld Some handhelds allow this; 3 rd party apps available to help bill for phone calls made/rec d on cell phone

14 What You Can Do Document Management & Tracking Time Matters DMS v. 3 rd party tools TM/PA have very good DMS capabilities Others include NetDocuments, Worldox, imanage Weigh cost v. features not in TM/PA What fits into workflow best? Templates Time Matters merge Formattable Clipboards HotDocs

15 What You Can Do Document Management & Tracking Document tracking due back, due out, ticklers, etc. Use Power Views and QuickTabs Collaboration Handling multiple editors Drafts v. final versions Time Matters Messenger Scanning Who does it? When? How? How to notify those responsible for matter?

16 What You Can Do Management Sharing vs. hoarding Outlook Inbox subfolders is contrary to case management methodology Attachment handling Using the best tools available Outlook v. TM Personal Inbox Outlook add-ins Auto prompt to save sent s to TM/PA Rules for incoming s Court notifications handling Exchange synch tools to populate calendars

17 What You Can Do Task Management Visibility of assigned tasks From both delegator and delegatee points of view Workload consistency Automation of entry Chain Templates and/or Outlines Triggers for: Change of status/stage of matter Completion of a task that requires next step or follow-up Use of Power Views Use of QuickTabs

18 What You Can Do Information at your fingertips Power Views Easiest way to see the status of a matter to: Answer client inquiries Assign additional tasks Perform internal status meetings Searching Use built-in tools in software Document text searching

19 What You Can Do Other Workflow Automation Tools Digital Dictation Phone Systems Copy Machines w/ cost recovery Fax Machines w/ cost recovery

20 Improving Workflow Firm Policies and Procedures as Documentation Written procedures Consistency, rules New users must be able to follow Include in any employee handbook Keep them current All users must adhere (including YOU!)

21 What You Should Do Actions you should take Develop a strategy Include key users in the firm Involve an experienced consultant Purchase necessary hardware/software Run a pilot with your users; revise strategy Implement throughout firm Keep current/re-evaluate

22 Open Q&A Thank you! Neil A. Johnson Practice Development Partners, Ltd. & IP Associates, LLC