Setting up “pods of excellence” within your support services means people can feel proud of the specialist “service” they now offer to their internal customers (the lawyers). What will the services be called? Can you assign SLAs to them? How can you give the team ownership?
A continuation from the above chapter, the more you can steer the change to allow support teams to be the “provider of a service” rather than just the “recipient of work” the more empowerment you will get.
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