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As Macworld '09 gets underway Stevelessly in San Francisco, I thought it appropriate to pass along this excellent post from Paul Lippe over at The Am Law Daily, "Welcome to the Future: Is iPhone Quality Possible for Law?" Now, I'm a big Apple fan: our entire law firm is run on Macs, and has been for almost eleven years. We gave every lawyer their own iPhone (which they can use for both work and personal use, and can keep if they leave), having taken a page from Apple itself.
But Paul's post isn't about technology. It's about designing a quality user experience, something that law firms usually ignore. Some law firms pay lip service to quality by embracing mid-1990s business fads like Lean Six Sigma, which focuses on an absence of defects. But here is Paul's money quote on quality:
Now quality, in the modern sense, is not simply the absence of defects. Instead, it reflects the user's total experience with the product or service, including the costs, the ongoing service, and more.
Given the changes in the legal marketplace, he writes, "we are on a quick march to a more modern, complete notion of quality in law."
Paul advocates designing the law-firm experience the way Apple designed the iPhone experience. Read his post, and see what your firm can do to become more iPhonesque.