Using Process Maps to Fix Your Law Firm

Sounds a bit presumptuous to say you need to fix your firm, but chances are, there is room for improvement in even the best law firm out there. Let’s look at process maps to get a better idea of what to fix and how to fix it.

What are process maps?

At a basic level, a process map is every step that is taken in a particular process from start to finish. A process map can be for a new client workflow, an internal process for trust accounting, client communication process, discovery, or anything else that your firm does on a regular basis. The beauty of a process map is that it provides documentation for a system within your firm.

A process map provides an overview of an entire process at a single glance. Then, the documentation that goes with the process map ideally includes a screenshot, graphic, and/or explanation for each step. Here is an example of the start of a process map:

In this process map, the numbered steps are linked to a documentation slide with the screenshot and explanation for that step in the process.

How is creating a process map going to fix my firm?

Chances are, you have holes in various processes in your firm. That statement is not intended as a slam against you and your firm, but lawyers are really busy and we often do not think we have time to document processes. Many times, we are not taught a lot on the business side of practicing law and just jump in, creating patchwork processes and systems as we go. Then, a couple of years into practice, we are frustrated with the chaos and overwhelmed at the idea of trying to fix these patchwork systems.

Creating a process map forces you to really look at every single step in your organization. There is no hiding a hole or a missed step when you must look at every single step. A process map can either help with documenting a current workflow or help design an optimal workflow.

How do I get started with process mapping in my firm?

There are at least two ways to get started. First, there is the DIY where you personally are going to sit down and map out your process. Basic steps for DIY process mapping include:

• Block off uninterrupted time on your calendar. No emails, no phone calls, no instant messages, no texts. You get the picture.

• Pick one process to map. It can be a big process or a small process, but it has to have a start and end point.

• Literally go through the process step-bystep. No step is too small for this part of creating a process map.

• As you go through each step, you should have a new page or slide for each step so you can take a screen shot, attach a template, write out the procedure, or make a note that a template may be useful for this step.

• Once you get all the steps documented, you can create the big picture process map of the entire process.

• A test for a DIY process map (or any process map really) is to have a third party try to complete the process using only your process map.

The second way to get started it to use a consultant. A process mapping consultant saves you time and reduces the overwhelm of trying to do this yourself. An outside consultant provides several benefits:

• When you have to explain the process to someone else who is documenting the steps for you, it is much harder to miss a step or gloss over something that you think is common sense. The consultant will ask question after question to make sure she understands what the actual process is and not what you think the process is.

• The consultant can also interview your employees as part of the process documentation. This can be very valuable for you to see what is going on and also saves you time while the consultant puts together the process map.

• The cost associated with a consultant is offset by the many hours that you will not be working on documenting the process yourself.

• A consultant’s final work product will include hundreds of pages of documentation that is linked to each step and far more powerful than a DIY attempt because that is their area of expertise.

Process maps are extremely powerful tools, both in the creation of the process map and in the final product. You can redesign processes, identify automation and efficiencies, and have a training manual for all employees to follow. Not having systems documented is costing your firm money in lost time, missed opportunities, and inefficiencies. Using process maps to fix your firm is an excellent way to improve your bottom line and your customer service.

Jen Lee, Lawyer Success Network®