I want to pursue the auditor's recommendation about the total quality management system in place. Those systems, by and large, are focused on the product or the services delivered to an ultimate customer. It's meeting and exceeding their expectations, if I understand it, and you have a system that tries to do that.
In the practice of law it seems to me it's giving advice and then getting the results that were identified in your advice. It basically boils down to something as simple as that, and that really gets into measuring performance by individuals. They are people who consistently give advice and you get the results you get from that advice.
What would you think would be the main ingredients of a total quality management system for outcomes for legal services? I assume winning is at the top of the list. You don't want losing to be your number one goal.