Applying QFD to strategic quality management in law firms

This paper aims to propose a practical framework for strategic quality management in law firms by applying the quality function deployment (QFD) principles to integrate the voice of the client into the law firms' resource enhancement process. Based on a thorough exploratory study of the Catalan...

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Bibliographic Details
Published inTotal quality management & business excellence Vol. 23; no. 11-12; pp. 1433 - 1451
Main Authors Esteban-Ferrer, María J., Tricás, Jesús
Format Journal Article
LanguageEnglish
Published Abingdon Routledge 01.12.2012
Taylor & Francis Ltd
Subjects
Competitive advantage
Customer satisfaction
law firm
Law firms
legal industry
Legal services
quality function deployment
Quality management
service value
strategic quality resources
Studies
the voice of the client
Total quality
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Summary:This paper aims to propose a practical framework for strategic quality management in law firms by applying the quality function deployment (QFD) principles to integrate the voice of the client into the law firms' resource enhancement process. Based on a thorough exploratory study of the Catalan corporate legal industry, this article argues that QFD, along with other quality tools, allows for the identification of the strengths and weaknesses of the legal service (the service value) as well as the critical resources for client satisfaction (the strategic quality resources), thus emphasising opportunities to leverage client expectations to the firm's competitive advantage.
ISSN:1478-3363
1478-3371
DOI:10.1080/14783363.2012.704277