Maintaining High Standards: Goodlawyer’s Quality Management System
A Quality Management System (QMS) is a set of policies and procedures that are implemented by a company to ensure that its products or services consistently meet or exceed customer requirements and expectations.
The Goodlawyer team has been working on defining, structuring, and testing our QMS system for some time and are proud to begin sharing our processes more publicly. We value transparency and want to keep our community updated on this important internal work.
Our goal with implementing our QMS system is to increase efficiency, reduce errors and ultimately improve satisfaction among our platform users; which includes both the lawyers providing services and the businesses seeking legal services and legal counsel.
Goodlawyer's QMS system is structured around five core pillars, each of which is owned by a specific team within the company:
The first pillar
Lawyer Recruitment, Vetting & Onboarding, is managed by the Legal Talent & Product team who are responsible for ensuring that only the best and most qualified lawyers are brought onto the Goodlawyer platform.
We use a multi-stage vetting process to screen candidates based on experience, expertise, and technical legal competence, as well as to ensure alignment with Goodlawyer's service delivery values. Once deemed suitable to join the Goodlawyer network, a new lawyer is guided through a multi-stage onboarding process which includes completing a detailed practice survey, subscribing to industry-leading lawyer-support tools, participating in technical training, and receiving check-ins.
The second pillar
Lawyer Matching, is managed by the Operations & Product team and is focused on ensuring that everyone is matched with the most suitable lawyers based on their unique needs and preferences.
Matching individuals and businesses with the right lawyer for their specific needs is important to facilitate the most productive working relationship and the best possible legal project outcome. This includes considering the lawyer’s technical and industry expertise and many other project factors such as budget, delivery timing, jurisdiction, and individual preferences. The Operations team maintains detailed knowledge of our lawyer network to make informed recommendations and our free initial consultations and lawyer interviews are an important part of the matching process.
The third pillar
Service Delivery & Support, also managed by the Operations & Product team, focuses on ensuring that everyone receives high-quality legal services and support throughout their engagement with Goodlawyer.
Our focus on providing support and resources to our users distinguishes Goodlawyer from most law firms. This includes providing lawyers with access to industry-leading precedents and legal research, offering customer experience support to facilitate effective communication and requesting accurate status updates and delivery timelines to ensure timely project deliveries.
The fourth pillar
Feedback, Analysis & Continuous Improvement, is also managed by the Operations & Product team. They are responsible for monitoring and analysing feedback to identify areas for improvement and implement changes that will enhance the overall Goodlawyer experience.
Unlike traditional law firms, Goodlawyer gathers feedback through platform-led reviews and ratings, customer experience followup calls, collecting results from product testing, and monthly town-hall style meetings and discussions with lawyers. Data is analysed regularly on project-based, monthly, quarterly, and annual basis to identify issues, learn from failures, continually improve processes, and make informed changes.
The fifth pillar
Incident Response, is managed by the Operations team and they are responsible for handling any incidents or issues that may arise during the delivery of legal services, ensuring that our users are always taken care of and that their needs are prioritised.
While it may be impossible to prevent all human errors, we believe we can work to mitigate problems proactively. This process involves identifying incidents, assessing severity and impact, containing them, investigating the root causes, implementing corrective responses, and taking steps to prevent similar incidents from happening in the future. This is crucial for meeting and maintaining our high quality standards.
Our QMS system will continue to evolve as we implement, learn, and grow as an organisation. We look forward to sharing more updates as we refine these processes and welcome feedback from our community as well!