Andrew Woolley on Practice Management

Key Performance Indicators for lawyer management

My last article argued that you should use Key Performance Indicators (KPIs) for managing lawyer performance. Of course we should also do so for the business as a whole. But what should they be especially for family lawyers?

My suggestion and experience is that they can be broken down into these areas for each lawyer.

Financial:
- Billing per month versus their history versus firm average;
- Fees paid in month;
- Fees past 30 days.

Marketing:
- Leads obtained from own activity;
- Total leads handled;
- Conversion rate versus their history versus firm’s average;
- Leads from recommendation.

Customer care:
- LCS complaints;
- HO service concerns for that lawyer by number;
- Client testimonials.

I suggest that is enough to manage people properly. But do let them see the statistics and involve them in what they should be. We share all lawyers' statistics with all the lawyers.

The above statistics can be relatively...

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