Professional Service Operations Management: configuring the service offering within a legal partnership

Operations management theory suggests that professional services firms (PSFs) have some distinct operational challenges. The purpose of this paper is to trace the emergence of professional service operations management (PSOM) thinking within a legal partnership. With the impact of deregulation there is an emerging consensus that legal services is changing, due to the socio-economic and political climates in which they operate. The purpose of this paper is to trace the value-add through the legal profession and examine how PSOM practice can be applied within a legal practice in order to create a leaner thinking. The case study analysis suggests a potential methodological mismatch between the core theoretical frameworks, exploring features of effectiveness and efficiency across legal disciplines. This paper makes a contribution through a reflection of PSOM thinking in law.