On January 22 at ACC San Diego’s 7th Annual GCRoundtable, I moderated a Session entitled “Taking Control: Meeting the Challenges to Becoming a High-Performance Legal Team.” Alan Tse, GC of LG Electronics Mobilecomm USA, was the featured panelist.
Alan covered a wide variety of issues around building out his high-performing legal department. He stressed such topics as defining goals and objectives of the business; cost cutting; managing outside counsel; measuring successes of the department and communicating them to the larger team; hiring the best “athlete” — entrepreneurial types capable of learning new areas and excelling; providing challenging work and growth opportunities, and many other topics.
One particular area that garnered a lot of interest and input was in the area of benchmarking. Alan is a big believer in measuring results against goals. Annually, he surveys his internal clients to gauge how LG’s lawyers are doing in areas such as speed and timeliness of service, quality of service, quality of the interaction, usefulness and ease of use of the legal services provided, and overall satisfaction.
Given the high level of interest in the benchmarking survey, Alan generously allowed us to upload his survey into Martindale-Hubbell Connected (Registration Required). Corporate counsel can access a copy of the survey here, in the In-House Counsel Group File Library. Since sharing his survey, Alan Ong, GC of Nokia Oyj in Finland has weighed in, and shared the survey he uses.
We encourage other corporate counsel to share their client satisfaction surveys in this confidential inhouse group.
How are other legal departments building high performance teams and measuring their successes? Join the discussion.