I have been referring to Pinsent Masons' approach with first Balfour Beatty and then E.on for some time now when challenging firms to think differently about how they could service clients. This is well worth a read as it shows the 'client side' perspective.
In early 2013, Pinsent Masons partner Jonathan Fortnam met with Graham Line to discuss how the two organisations could work together. Fortnam says: “Key to this was trying to break the traditional dynamic that inhibits innovation in the client/private practice relationship. This meant a lot of discussion around how legal services is valued, as well as process improvement concepts such as Six Sigma, LEAN and so forth, and how these could be adapted to fit and transform the way legal work is carried out.”