CASE STUDY Global Am 50 Law Firm | United States
Challenge
A tenured service team suffered from inefficient workflows and no formal understanding of individual skill sets, no formal training in place.
Objective
Conduct a full skills inventory and workflow analysis to realign resources, boost efficiency, and optimize talent deployment.
Initial State
- Team members performed overlapping tasks, leading to a 25% drop in throughput.
- No centralized record of individual competencies and no clear understanding of the skill requirements and inventory needed to meet service levels.
- Frequent task hand-offs resulted in delays and inconsistent quality.
Epiq's Approach
Workflow & Skill Assessment
- Mapped daily workflows for each of 20 team members, identifying redundant steps and uneven workloads.
- Administered a detailed survey to catalog 120 unique skills, from document proofreading to advanced case-management tool proficiency.
Resource Realignment
- Created a competency matrix that matched skill levels to task requirements.
- Recommended role reassignments and retraining plans, moving each team member to their optimal task mix.
Continuous Improvement Plan
- Established monthly “skills workshops” to share best practices and fill knowledge gaps.
- Established dashboards to monitor workload balance and quality metrics.
Results and Benefits
After Epiq
Utilization increased from less than 49% to more than 87%.
Implemented consistent response times.
Staff Satisfaction Score improved from 62% to 91% positive.
Attorney-Performed Tasks reduced from 35% of tasks to 8% of tasks.