Total Quality Management

Total Quality Management, customer satisfaction index, zero defects, client service - all are buzzwords of management in the 1990s. Yet what is all this about anyway? After all, lawyers and law firms successfully made it through the '80s without all the commotion about quality and service. Why all the fuss now? Is this just another fad, some passing fancy that will come and go like Hula-Hoops, disco dancing or designer jeans? Hardly. While the …

…you, and only you can see to that. SUMMARY As with every other purchase decision, individuals prefer to do business with people they like, with people who seem genuinely interested in them and with people who really care about their concerns. Today, it is more important than ever that lawyers recognize and appreciate that they must build rich, quality relationships with their clients and must orient their firms around assuring outstanding client service. ------------------------------------------------------------------------ **Bibliography**