LSSO

Mission Statement

To energize law firms
in the pursuit of performance excellence, business improvement and client and workforce engagement and to contribute to the development of benchmark practices.

Contact Us

award@
legalserviceexcellence.com
or 617.726.1500

About the Award

The Legal Sales and Service Organization (LSSO) is pleased to present the Thomas H. Lee Award for Excellence in Law. This prestigious award will recognize and honor those firms that are driven by the standards and leadership necessary to achieve continuous improvements in delivering service excellence.

The esteemed panel of judges and examiners for this Award are backed by years of experience and expertise and include: a former Malcolm H. Baldrige Award judge; a former Malcolm H. Baldrige Award recipient and quality expert; Six Sigma Black Belts; and educators from institutions recognized for achieving the highest standards of excellence, such as Disney Corporation.

The award was named after Thomas Lee, an outstanding individual who, among other significant accomplishments, founded the Center for Quality Management. LSSO is proud to carry on Mr. Lee's dedication to honoring service excellence by initiating this award and by recognizing select firms truly dedicated to superior organizational effectiveness and exceptional client service.

Introduction to the Award

Industry trends suggest the need for major changes by law firms in how they operate and how they manage client relationships. Studies show that few clients are loyal to their law firms and more corporations are limiting the number of firms they use. So, acquisition of new clients is becoming more difficult, and retention is more imperative. At the same time, there are major pressures on improving productivity and organizational efficiency.

Client retention and growth is available to those firms that demonstrate a clear understanding of their clients’ goals and have in place a meaningful commitment to helping them achieve those goals. Accomplishing this requires defining what constitutes value to clients and delivering this through engaged partners, associates and support teams using value-based processes and metrics to focus resources. Good legal advice and talented attorneys are no longer the only ingredients of the value proposition of a successful law firm.

The Thomas H. Lee Award for Service Excellence in Law has been created to recognize those firms that are committed to excellence and outstanding performance (in the clients’ eyes) coupled with superior organizational results.

The award application process gives participating firms opportunities to document and critically review their client service delivery processes. World class experts will analyze each application. These Examiners and Judges will then provide written, detailed feedback to every participating firm, thus creating a framework for continuous improvement in each of the award categories.

Multiple award levels allow a broad variety of firms to participate.

Award Participants’ Benefits

Firm Opportunity

– Learning derived from the application process and the self-assessment, coupled with unbiased feedback about the firm by examiners and judges, will result in a significant return on investment from more focused internal and external strategies.

Organizational Strength

– The review process will help identify and build the firm's strengths, and guide and strengthen the firm's improvement efforts. The process will also help identify and reward members of the firm for their accomplishments and contributions.

Client Building

– The planning process will enable the firm to use market findings to develop market strategies that successfully target higher potential clients.