What are the KPIs that hold the highest importance for your Legal Department, and what methods or tools do you employ to measure and track these KPIs effectively?
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We are still remote, but we will be bringing all employees back full time gradually with a multi-phase plan.9%
We are planning for a hybrid return to office model and expect some employees to remain remote a few days a week.43%
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We are still fully remote but will bring all employees back to the office at once.6%
We had remote employees, but all employees are fully back in the office now.6%
None of our employees went remote during the pandemic.1%
All of our employees will remain fully remote post-pandemic.4%
Other (comment below!)
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What metrics do you primarily rely on to demonstrate the strategic value of your department to corporate leadership?
Impact on business risk reduction and compliance
Contribution to achieving corporate objectives and growth
Efficiency improvements and cost savings initiatives100%
Enhancements in client satisfaction and internal stakeholder relationships
Innovations in legal processes and technology adoption
Other (please comment)
This is especially relevant to me since I recently took on the manager role in the Department of Performance and Development. In today's data-driven world, everything is tracked and measured, and legal teams must be included. In the past, the value of legal teams was often gauged based on factors like the number of resources and how well they handled legal requests with minimal complaints, but times have changed.
Today, legal work is tracked just like everything else, usually measured by counting contracts, requests, or responses from the legal team. However, I don't place much faith in these approaches because I believe tracking customer satisfaction and the value legal advice brings to the business is more critical. A single request can have a monumental impact on the company's fortunes and can't be quantified the same way as a routine task. How to measure that value is a million-dollar question. Many legal departments are still in the early stages of measuring performance. Some rely solely on contract numbers, which don't truly capture the essence of legal advice. Quantifying that value is undoubtedly challenging.
In our case, we leverage our in-house technology to develop our own internal application for tracking requests. This tool helps us track requests and link them to sales opportunities to gauge their significance. However, we must move beyond this and focus on measuring satisfaction and our value to our internal customers. How can we achieve this? We're exploring various options, such as surveys, to assess engagement levels and satisfaction. In the future, I see us implementing AI to present data in real time, allowing us to proactively identify inefficiencies and workload spikes. Overall, it's about being forward-thinking and adopting solutions and KPIs that measure customer satisfaction and the value we bring through our legal advice.