What changed in practice
Structured progress
HR had set several major goals, which included providing more soft skill training opportunities and overhauling the performance evaluation system. Software solutions for both were already selected, but there was a fear that adoption would be low. While the intent was clear – to improve employee satisfaction – it was uncertain if these actions would suffice. The structured approach enabled the HR team to clearly define desired outcomes and work step by step to achieve these goals. The outcomes included a well-used online training platform, an overhaul of the bonus system, increased attorney productivity, and an improved reporting system.
Clarity and peace of mind
There was a lot of dissatisfaction with the service level received of the outsourced IT support. Complaints had led to no resolution. The question was how to break through this impasse? A new ticketing system was introduced to more systematically capture what the issues were, and which problems remained unresolved. A subsequent audit revealed a clear gap in who was responsible for what. While the solution is still in progress, there is now a clearly defined path forward for implementing improvements, transforming what once felt hopeless into actionable steps.
Shared accountability
By focusing on small, manageable tasks for each project team, we helped VANEPS create a safe environment where team members felt comfortable addressing challenges one step at a time. This approach made it easier to hold each other accountable, even for larger tasks. Missing a deadline by one week is understandable; two weeks requires justification, and three weeks indicates a lack of priority. The emphasis on openness and gradual progress fostered honest conversations about contributions, as evidenced by the recent partnership retreat. This retreat led to ambitious growth plans for the future, with partners engaging in candid discussions about their roles and responsibilities to realize these growth plans.
“Within 18 months, we transformed from feeling overwhelmed and uncertain to clear accountability, structured progress and increased productivity. The biggest difference is that we are now able to better identify imperfections and challenge the status quo rather than accept counterproductive practices. The safe environment fostered honest conversations and enabled our staff and lawyers to confidently deliver results.” - Esther Jansen, Partner and COO at VANEPS
Looking Ahead
Over an 18-month period, VANEPS demonstrated that successful change management is rooted in simplicity, accountability, and making progress visible. By breaking work into smaller tasks and maintaining consistent momentum, the firm built confidence in its ability to deliver results and manage future challenges.
With these approaches now ingrained, Esther and her team feel equipped to manage future challenges effectively. The experience has not only brought immediate benefits but has also instilled confidence that partners will continue to step up and deliver results.
VANEPS now stands as a testament to how structured approaches, clear accountability, and a safe environment for honest conversations can transform a workplace, creating a solid foundation for sustained success.