Historically, insurers measured defense and coverage matters by looking at outcomes — weighed against the “legal spend” to get to the result. But judging excellence in legal services, especially in the digital age, demands more sophisticated metrics.

So, how is excellence in legal services measured? How is the score kept?

Some of you may recall the hysterical exchange in Caddyshack in which the dilettante Ty Webb (played by Chevy Chase) and the petty Judge Smails (played by Ted Knight) discussed how they rated themselves as golfers:

Judge Smails: “Ty, how did you shoot today?”

Ty Webb: “Oh I don’t keep score, judge.”

Judge Smails: “Oh well, how do you measure yourself with other golfers?”

Ty Webb: “By height.”

Good lawyers always pursue excellence. Like golfers, lawyers keep detailed metrics — driving distance, fairways hit in regulation, number of putts. Oops, wrong metaphor. So, how about Adherence to Client Guidelines? Swift Response to Client Queries? Collaboration with the Claim Professional? Accurate Budget Forecasts? Timely Reporting? Creative Solutions? Driving the Matter to a Decision Point?

Of course, there are other metrics, and I would welcome your suggestions. And that’s it for this This and That. If you have any comments about this post, please call or email Dennis.