Abstract:
Purpose: Organisational clients engage with Professional Legal Service (“PLS”) providers for a variety of business and legal reasons. Value and quality are key elements to creating and enhancing mutually beneficial long term relationships around these services, yet there is very little guidance from the literature to demonstrate what practical actions and means should be employed by service providers and clients alike in order to create and / or improve value and quality in the specific context of PLS. This research identified the general nature of value and quality in the context of PLS and went on to recommend specific actions and means to create and improve value and quality. Design / Methodology / Approach: This research was an exploratory study in which practical actions and means to create and / or improve value and quality in the context of PLS were identified. Empirical data were collected by means of an experience survey in the form of semi – structured interviews conducted with practicing attorneys and in – house legal advisors of large corporate organisations. Results were interpreted by means of thematic analysis. Limitations: The research was limited to law firms of a minimum number of directors / partners and only publicly listed corporates. It is submitted, however, that the findings and recommendations are of broad application in the area of PLS and that size or legal status of stakeholder is immaterial, should such stakeholders wish to implement the ideas and recommendations proposed by this research. Findings: The research generated and recommended numerous practical actions and means that both the service provider and client can implement that will go to creating and improving value and quality in the delivery and procurement of PLS. In addition to the practical actions and means identified, the key findings indicated inter alia that service providers must take proactive steps in understanding the unique needs, business and industry of their clients in order to add value, while making a concerted effort to develop and manage personal relationships with clients so as to differentiate themselves in terms of quality delivery. Recommendations in respect of further areas of research were also proposed, specifically that of causal research, aimed at identifying the most effective and appropriate means of creating and or improving value and quality in the context of PLS.,/p>
