ABSTRACT
A law firm does not produce goods but it does provide services that produce benefits, solutions or welfare for its clients. The nature of this service is that it is delivered by one person or a group of people inside the firm to one or more clients outside the firm. Solicitors are assisted by their staff in delivering a service to their clients. The solicitor gives legal advice and carries out the legal work and he is assisted in doing this by his assistants and trainee solicitor to whom he delegates the routine aspects of the case management; by the secretary or group paralegals who produce letters, documentation and the routine paperwork; by the receptionist who receives visitors when they arrive; by the telephonist who talks, albeit briefly, to all the clients of the firm and often on more than one occasion; by the cashier who records and analyses the financial transactions in the case and who may deliver the bill and chase and collect the bill payment; and by the archivist who stores the file after the case management has been completed and who is responsible for retrieving it quickly when the client requires it, to name but a few.
