Clients expectation, requirements and satisfaction and their impact on law firm practice Law Firm‘s Management and quality training session BARCELONA on 21th October 2011

BARCELONA 21st October PRACTICE AREAS French company law International trade law Sales representative law Employment law Product liability Collection of claims Insolvency law Transport law Maritime law

BARCELONA 21st October CLIENT SATISFACTION We have made the same experience as Etienne Wery: clients do not have time to answer client satisfaction surveys. Consequence: we now collect clients satisfaction by phone when discussing their file. We make a little handwritten note which we put in our ISO file.

BARCELONA 21st October CLIENT DISSATISFACTION  We register the claims of our clients in a register or note book specially designed for this purpose. We then discuss these claims in order to eliminate the cause of the dissatisfaction. We then take an action (corrective or preventive) and the quality manager registers it in our action plan.

BARCELONA 21st October REGISTER OR NOTE BOOK

BARCELONA 21st October TREATMENT OF CLIENTS DISSATISFACTION Corrective Action Action taken to eliminate the causes of an existing defect in order to prevent recurrence. Preventive Action Action taken to eliminate the causes of a potential defect or other indesirable situation in order to prevent recurrence.

BARCELONA 21st October IMPACT OF CLIENTS CLAIMS ON INVOICING Invoices: we had claims from some clients concerning our invoices (we used to mention the exact time spent on each activity. Example: 15 min. for a phone conversation); Consequence: we took a corrective action. Now we do not mention any more these details. Result: Gain of time for us and no more claims.

BARCELONA 21st October Model of process-based quality management system Management responsibility Measurement, analysis and improvement Resource management Product realization Continual improvement of the quality management system Input Output Product MANAGEMENT SYSTEM Requirements Client Satisfaction Client

BARCELONA 21st October Case & files management Client care  Agree and record client’s instructions  Inform on previous and amended cost  Inform on progress of the matter  Report to the client on the outcome and explain  Invoice appropriate and likely cost

BARCELONA 21st October French avocats and German Rechtsanwälte Avocats and Rechtsanwälte, more than 20 years experience Qualified translator for legal and financial documents

Judith ADAM-CAUMEIL Avocat à la Cour de Paris, Rechtsanwältin 2 avenue Trudaine · Paris Tel.: (0033)