Turning a loss-making practice into a profit centre
This Senior Aviation Partner was challenged with turning a loss-making, for low volume client work, into a profit centre for high volume work (from 10 claims per month to c1000 per week). Flight Delays (Claim 261) – this was low skilled work, with a fixed fee per claim. There was a small volume of claims being managed end-to-end by lawyers that was seeing no profit and was impacting the morale of lawyers, due to the nature of work being very transactional.
Our solution:
Utilising matter analysis, process mapping, planning and commercial analysis:
- We detailed the step-by-step process
- We challenged the assignment of work: work allocation, Legal Administration Team, Lawyers – top and tail
- We helped to reassign and restructure the team
The outcome:
- Increased turnover
- Created transactional workflow
- Huge profit by claim
- Profit – c£1.8m/year
- Improved team morale
- Transactional Service successfully offered to other airlines