... the key outcomes for his/her program. Each year, the board receives a complete evaluation of each program. © MCB UP Limited 2000 Performance measurement Public sector Case studies Legal profession The Oregon State Bar (OSB) is a public corporation, an instrumentality of the Oregon...

... illustrates these four aspects of a total service package (adapted from Fitzsimmons and Fitzsimmons, 1998). © MCB UP Limited 2000 Hong Kong Kaizen Operational audit Customer satisfaction Legal profession Yung and Wong Solicitors is a small and recently‐established law firm...

...J. Creelman Discusses the new concern for quality in the legal profession. Shows how the solicitors′ profession, once considered the epitome of quality itself, is now beginning to find itself living in a competitive world, and how this has consequently led to a radical rethink on how the profession...

...Malcolm Head Explores the UK legal profession and outlines why total quality management is essential to a legal practice′s future. Describes a TQM programme for solicitors and provides case studies of various firms which have already implemented their own systems. © MCB UP Limited 1992...