Behind every corporate legal team or law firm inspired to deliver exceptional value to their corporate clients is a leader who recognizes the need for new levels of clarity as well as transparency in performance.
In this series, I interview legal industry leaders as well as innovators that are bringing transparency to legal performance in their own unique way. In this interview, I speak with Sylvia Chen, patent counsel, and head of patent operations at Google.
Google is constantly pushing the envelope to create new ways for people and additionally businesses to interact with technology. It’s no surprise that they also bring innovation to legal processes. An excellent example is a process they’ve developed to assess the value that Google’s many outside counsel patent firms provide.
Part 4: Process Benefits
Can you quantify productivity or rather improvements from this process?
The firms that we work with have excellent lawyers, so even if criticisms of quality were anomalies, they were good reminders to firms regarding quality issues.
I would say the predictability of firms improved. We hardly ever get last-minute emergencies due to a firm delaying communications. Now emergencies are, as a result, real emergencies. Consistency also allows us to consolidate or move work among attorneys without having to worry about different standards and processes.
Are there any other improvements? Could you provide any examples such as satisfaction, innovation or strategic value?
Yes, our law firms are much more aligned with our overall patent strategy and are better positioned to support our corporate goals in this area.
What would you say to in-house counsel who are hesitant to follow your path?
The most important thing is to start. Start measuring and start collecting data. As soon as you start, you begin to learn and can continue to improve the process and the performance of outside counsel. Just beginning to have the dialogue is already an improvement.
While the task of building your own internal process may seem daunting, Sylvia Chen’s experience at Google shows that any process like this evolves over time. The key is to embark on the journey, don’t overcomplicate it and refine as you go.
Qualmet is a cloud-based SaaS provider. Offering customers a single sign-on platform to objectively as well as easily evaluate the quality of service. Services provided by their outside counsel as well as alternative legal service providers. Many of the world’s largest law firms as well as corporate law departments collaborated in the development of Qualmet. The Qualmet tool uniquely positions users to quickly as well as easily measure the value delivered by their service providers. By coupling industry-aligned evaluation as well as legal metrics with objective benchmarking capabilities, Qualmet helps customers define and drive meaningful cost savings as well as value in their organizations. Qualmet’s searchable database of evaluated service providers ranked based on objective metrics is the first of its kind in the legal industry. Know Where You Stand™. Let Qualmet help you drive sustainable and meaningful value for your organization. Follow us on Facebook for updates.