This paper reports on a longitudinal action research project conducted over three years within a medium-sized law firm. The focus is on high volume/low variety service processes which are considered a breakaway from the widely agreed typology of professional service generally characterised by high degrees of customer contact, labour intensity and customisation. Using customer contact as the central theme, this paper explains how a particular high volume/low variety legal service has been redesigned using a novel soft systems based intervention embedded into action research methodology. This research led to identification of key success factors and delivered improvements to service.
|Publication status||Accepted/In press - 2019|
|Event||26th European Operations Management Association Conference 2019 - Helsinki, Finland|
Duration: 17 Jun 2019 → 19 Jun 2019
|Conference||26th European Operations Management Association Conference 2019|
|Abbreviated title||EurOMA 2019|
|Period||17/06/19 → 19/06/19|
- professional service firms
- Action Research
- Soft Systems Methodology
Balthu, K. C., Clegg, B. T., & Morris, G. (Accepted/In press). Improving professional service operations using action research: The case of legal services. Paper presented at 26th European Operations Management Association Conference 2019, Helsinki, Finland.