Performance Improvement in the Private Sector
By designing and delivering a transformed operating model – Including a new global capability centre and modernised, tech enabled processes – KPMG helped Mishcon de Reya accelerate growth, boost service quality and cut overheads, enabling over 15% CAGR and a step-change in operational efficiency.
As one of the UK’s leading mid-sized law firms, Mishcon’s growth rate has been outstanding. But rapid growth had created challenges. Back-office overhead costs were creeping up as a percentage of revenue. Infrastructure had become a bottleneck. And the quality of service being provided to fee-earners was falling below expectations.
What they wanted was a transformation partner that could help them design the optimal operating model design and deliver its implementation effectively. At the same time, they wanted to build internal capability, equipping their people with the skills and experience to drive subsequent waves of transformation in the future.
A rapid operating model diagnostic and design were undertaken. Key design choices included establishing a global capability centre in a far shore location, centralising technology capability and investing in modern, standardised processes underpinned by technology and automation.
Alongside the implementation of new organisation structures, the team progressed the detailed design and planning to set up the new global capability centre. We used our proprietary accelerator assets to guide the design of their process library and helped them recruit local capabilities, allowing Mishcon to successfully open their first Global Capability Centre staffed by over 50 new colleagues.
Our work has already enabled Mishcon to grow revenues by more than 15% CAGR whilst maintaining the high bar for client feedback and Net Promoter Scores (NPS). Overheads were reduced as a percent of revenue from 35% to 28% and there was a clear plan to get them below the original target of 25%.
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