A Proposed Process Redesign Using Lean Thinking Principles in Legal Services

This study aims to apply Lean ThinkingLean thinking to a small-size law firmLaw firm in RomaniaRomania, from analyzing to designing the improved process, to reduce redundancy and eliminate wasteful activities that do not bring value to the customer, and, in the end, to improve the overall quality of the legal serviceLegal service. The article is focused on a process-based approach to change in organizationsOrganizations, specifically on how legal serviceLegal service is delivered. Although waste in processes is at the core of Lean, it is not easily identified and highlighted within service providers. At this point, autoethnographic research was employed, using subjective professional experience, observation, and interviews to collect the necessary information on the existing process. In the research results, the main types of waste are identified and a new process is designed with a Lean approach, as well as a new workflow. To compare the current and proposed process, the roadmap for court case files is selected as the main quality measurement.