Understanding SIX SIGMA For Intake Efficiency

Our Six Sigma story begins here in the 1980’s….

For over 10 years, the OPUS leadership worked with the companies that created Six Sigma (who’s logos we are proud to display here) in crafting what are still considered the 7 best video series on Six Sigma Training ever produced

“Six Sigma is a quality program that, when all is said and done, improves your customer’s experience, lowers your costs, and builds better leaders.” 
Jack Welch, CEO, General Electric, 1981– 2001

As it does in “A Study of Using the Principles of Lean, Kaizen, and Six Sigma at the Ocala Police Department to Improve Customer Service to the Community”, Six Sigma at many organizations simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects,  and the principles contained within will help change the culture of your law firm.

And in Wikipedia, Total Quality Management (TQM) is defined as “consisting of organization-wide efforts to install and make permanent a ‘climate’ in which an organization continuously improves its ability to deliver high-quality products and services to customers.” And while there is no widely agreed-upon approach, TQM efforts typically draw heavily on the previously developed tools and techniques of quality control

These principles are time-tested management tools that can have a deep impact on the way legal intake is done. These principles change not just the practices of the intake department but also help transform the culture of the law firm.


How OPUS Applies Six Sigma Into Intake

1) Quantify! We measure everything – including the intangibles
2) Data Driven Decision – no assumptions - reliance on what our measurements say
3) Create “Quality” Culture - cross functional teams, Mgt. buy in, top-down driven
4) Continuous Improvement – intake dept. is getting better, even after project completed
5) Processes focused on “customer” (the Potential New Client)
6) No QUCIK FIXES! – building a long-term solution

Just as Quality programs have been proponents of great change in the business world, the OPUS Intake Solution is a customer-focused change strategy for the law firm. It’s a legal business strategy that helps improve law firm performance. It is a methodology that allows a law firm to systematically enhance its processes, delivering accelerated results. Developing a maximized intake department means adopting a system where Total Quality standards are central in your mind and the minds of everyone who participates.

What’s In The Box? Skills and Competencies

Each box is a skill–set. The things your people need to “master” (demonstrate proficiency)

Each skill-set is comprised of various “competencies” – mastery of these are how we measure or evaluate this proficiency

The competencies have “benchmarks” (data points) that we use as our “rulers” to measure this proficiency.


For questions, comments or to speak with either Jay Jackson or Michael McAleer, visit the contact us page of this website today.