Operational excellence: Operations and continuous improvement

Develop new skills in legal services operations

The next generation of legal service delivery is enabled by operations expertise involving a multi-disciplinary suite of functions, skills, tools, techniques and knowhow which, until now, had to be ‘learned on the job’. This unique, practically-focused subject provides an essential grounding in legal services operations, ranging from the business of legal delivery, maximising efficiency and effectiveness, continuous improvement, using data and metrics, strategy, contracting optimisation, to acquiring and using technology.

The subject is led by Steven Walker, Managing Director at Elevate Services, Law Dept. and Contracts Consulting APAC.

Grow your legal services operations skillbase 

What do I get when I study Operational excellence: Operations and continuous improvement?

A subject in or credit towards the Master of Legal Business

Blended Learning


Taught by Steven Walker

Measuring legal operations performance to optimize client satisfaction

An interview between George Beaton and Steven Walker (Teaching Fellow) discussing legal operations






Who is this subject designed for?

This subject is designed for professionals in legal operations management or those aspiring to the role including:

  • Operations managers
  • Technology managers
  • Practice managers
  • General managers and managing partners
It is especially relevant for professionals in corporate legal departments




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Graduate Certificate in Legal Operations

This is one of two core subjects in the Graduate Certificate in Legal Operations.

Learn more here

What will I learn?

Operational excellence: Operations and continuous improvement will allow you to grow your potential as a legal professional.

Our focus is to help you develop new skills in:

  • Critically discussing the key role of legal services operations in enabling legal delivery of the future
  • Using design and management techniques for legal delivery problem definition
  • Critically analysing legal delivery and service models using key metrics and make data-based decisions
  • Preparing business cases for investing in and implementing technology and state-of-the art sourcing and delivery models
  • Critically analysing contracting processes and optimisation strategies using innovative combinations of people, process and technology.


A Student's Perspective



Your Teaching Fellow

Steven Walker
Steven Walker

Steven is Managing Director of Elevate's law department and contracts consulting business in APAC. Elevate is a fast-growing global law company.

For 4 consecutive years it has been ranked as a top global law company by Chambers and Partners, providing consulting, technology and services to many of the world’s largest law departments and law firms. He is a 20-year lawyer, having spent a decade at Hewlett-Packard in leadership positions covering several countries, with several years as Vice President, South Pacific General Counsel.

Before that, he practised law at Norton Rose and Baker McKenzie in London, Sydney and Germany, specialising in IT, IP, technology M&A and information technology/ applications/business process outsourcing. Steven specialises in helping legal departments, law firms and legal service providers innovate and transform to the next generation of legal delivery and ops services.

He has pioneered multiple global and regional legal and contracting transformations, implementing and managing complex services solutions underpinned by cutting-edge technology and lean process combined with innovative people strategies and sourcing models, generating quantifiable business savings and quality improvements.

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