The Role Of A Western OLPI And Offshore Legal Provider Capabilities 10

6.       Process improvement: This is the capability to change processes in away that generates a dramatic improvement. Provider track records can be useful resources in the evaluation of the provider’s capabilities for improvement. Key areas for consideration include who has the critical skills? Who owns the change process? Who defines what an “improvement” is, and who benefits? It is important to note that very often, improvements appear on the surface to be targeted to the needs of the lawyer customer, but in essence, they are intended for the convenience of the provider.